Team Manager

Job description

Job responsibilities

In this role, you are accountable for:

1. Ensuring that team objectives are developed and owned that, in turn fully support the overall service objectives. Reporting on progress of such objectives at regular one to one meetings.
2. Promoting continuous improvement in the team; effectively manage change; keeping colleagues informed and motivated throughout any type of changes; supporting colleagues as necessary to adapt and improve the performance of the team.
3. Enhance customer experience and reduce cost by identifying and facilitating potential process improvements to service delivery processes from colleague and customer feedback.
4. Provide leadership and motivation for colleagues which inspires self-management and individual commitment to personal contribution.
5. Contributing towards the preparation of accurate and valid production plans.
6. Accurately collecting and collating data information in a timely manner, effectively using set systems procedures.
7. Build and maintain effective working relationships with extended services linked to Pensions, namely Pensions operational finance and contact centre.
8. Making flexible use of resources to meet performance targets. Assessing performance data, investigating and analysing available systems to make informed decisions about workload planning, trend analysis and workflow issues.
9. Responsible for monitoring and managing workflow proactively, within each allotted process and work stream, assessing resource requirements and ensuring the timely allocation of such resource necessary to ensure delivery of production plans.
10. Being accountable for the performance and development of the team to remove all single points of failure. Agree realistic targets, monitoring and evaluating achievement of same, providing team members with timely constructive feedback.
11. Carry out regular one to one reviews with team members in line with the performance management framework.
12. Identifying, agreeing and securing appropriate interventions, e.g. training, coaching and/or mentoring, necessary to improve the competence and ability of individuals to meet performance standards.
13. Communicating effectively with internal/external customers, resolving queries and answering escalated enquiries to provide an excellent level of customer service. Where necessary, conducting research/obtaining information to resolve queries.
14. Making effective and timely use of all relevant HR policies to support performance management, absence management, and implement policies in accordance with the values and behaviours promoted by the organisation.
15. Facilitate engaging recruitment initiatives which proactively maintain optimum resource levels, liaising with the wider business to co-ordinate various activities for the onboarding of new recruits in line with the recruitment policy.
16. Support the investigation processes for the wider business areas upon successful completion of the disciplinary process in accordance with HR policy, as required.
17. Contributing to the management of the Quality framework by ensuring compliance to procedures. Identifying and recommending improvement opportunities via Management Review which aid the development of colleagues.
18. With the support of the line manager, implement any process improvement initiatives. As part of the implementation process quantify and report on the success (or otherwise) of these to the Senior Management Team
19. Ensuring effective communication is maintained internally with other teams and departments. Also, that staff briefings and communications are timely and effective to inform colleagues, improving contribution and ensuring technical changes to procedures and systems are implemented.
20. Being an authorised signatory for teams overtime sheets and travel expenses.
21. Being observant to health and safety requirements and ensuring staff comply with published guidelines.
22. Being responsible for the security of documents, information and equipment under their control and undertaking all duties with due regards to the terms of the Data Protection Act.
23. Undertaking such other duties as may be required commensurate with pay band and experience.

Person Specification

Qualifications

Essential

• 1.Supervisory or Management qualification NVQ level 3 or above, or equivalent qualification or significant work based experience.

Desirable

• 1.NVQ level 4 in Supervisory / Management (or equivalent) or working towards this award.

Personal Qualities, Knowledge and Skills

Essential

• 1.Computer literate, able to adapt to and analyse data from different systems.
• 2.People Management processes / polices
• 3.Absence Management
• 4.Recruitment processes
• 5.Proven leadership and motivation skills, encourages ownership and effective working relationships.
• 6.Committed to continuous improvement, working in partnership with colleagues, able to develop their ideas.
• 7.Excellent organisational, inter-personal and communication skills.
• 8.Ability to handle telephone queries effectively and to manage expectations of dis-satisfied customers.
• 9.Flexible and adaptable.
• 10.Proven time and self-management skills.
• 11.Assertive, objective with an analytical approach.
• 12.Positive attitude and self-motivated.
• 13.Commitment to customer service
• 14.Approachable.
• 15.Resilient.
• 16.Evidence of ability to work using own initiative.
• 17.Discrete and sympathetic with a calm and confident manner.
• 18.Committed to contributing effectively to team working.

Desirable

• 1.Knowledge of improvement techniques and methods
• 2.Knowledge of Quality Management Systems
• 3.Coaching / mentoring
• 4.Presentation skills.
• 5.Report Writing.
• 6.Able to identify implications of changes.
• 7.Wider perspective.

Experience

Essential

• 1.Significant relevant experience.
• 2.Experience of managing performance, taking corrective/preventative action and proven delivery of performance improvements
• 3.Experience of consulting with colleagues, conducting briefings and performance reviews
• 4.Experience of resource management, managing workflow and multiple tasks
• 5.Experience of interviewing and recruitment
• 6.Identify training and development needs

Desirable

• 1.Liaison with external organisations
• 2.Experience of Project Work
• 3.Experience of delivering training
• 4.Working in a customer service focussed environment
• 5.Experience of providing excellent written and verbal customer service

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

NHS Business Services Authority

Address

Bridge House / Hesketh House

152 Pilgrim Street, Newcastle Upon Tyne

Newcastle Upon Tyne

NE1 6SN

Employer's website

https://www.nhsbsa.nhs.uk/what-we-do/work-us (Opens in a new tab)