Optimisation Manager

Job responsibilities

In this role, you are accountable for

1. Nurturing key relationships and maintaining networks internally and externally, including national networks. Encourage an atmosphere of trust and openness based on working together and shared objectives. Utilise high-functioning communication skills to encourage a collaborative customer-focused approach.

a. negotiating delivery objectives with senior internal and external stakeholders, external project managers, commercial and IG leads, 3rd party delivery partners;b. negotiating pricing for services with senior external stakeholders;c. delivering objectives to agreed standards and timescales; andd. constantly challenging and balancing timescales, project deliverables, resources and governance considerations to meet difficult challenges presented by changes in policy, ICT capabilities, client priorities and the wider context while maintaining productive collaborative working relationships.2. Leading in successfully developing and managing customer expectations ensuring mutual understanding of business needs through regular and effective communication, working collaboratively with internal and external stakeholders to achieve shared goals.

3. Providing expertise in relation to best practice for project and change management and building excellent working client relationships internally and externally, with system and service suppliers, customers and other organisations, representing the NHSBSA in local and external user groups.

4. Leading on all aspects of relevant processes, monitoring and supporting users in systems which may be introduced to improve processes. Providing process design expertise and to drive the further development of a professional service, taking a lead on implementing changes to and rolling out administration systems usage and new working practices.

5. Defining current processes, creating change plans, facilitating discussions and being a key point of reference for internal and external stakeholders, as to how best practice might be adopted in the definition of future processes, re-engineering and documenting those processes as they are agreed and overseeing their implementation.

6. Acting as a key contact point of assurance to the wider business in terms of the quality of process changes including leading an organisational readiness assessment, mapping activity and identifying gaps between current and future-state business processes

7. Ensuring change management and implementation enables maximum alignment across our Workforce systems and services.

8. Understanding and interpreting business requirements, risk management standards and strategic initiatives, and lead on projects on behalf of Workforce Services Directorate relating to further development of workforce systems and services. Liaising internally and externally on suggested and required changes.

9. Supporting the development of new business leads, preparing robust information for stakeholder meetings, producing bids under agreed frameworks, and presenting service options to prospective clients.

10. Project managing the onboarding of new clients, and the change in service mix for existing clients, to ensure a positive customer experience and managed impact on the service delivery team.

11. Leading the project management of the off boarding of clients to ensure a positive customer experience, managing the impact on service delivery teams whilst maintaining positive working relationships throughout.

12. Leading on a range of large scale, complex improvement projects addressing longer term strategic planning, performance and service issues across the Workforce Service Directorate to improve our end to end service for customers.

13. Developing and maintaining the appropriate agile environment to support and implement changes, whilst ensuring the users are fully engaged in the project, given the tight timescales and constantly changing requirements of projects, positive and improvement feedback is provided daily to team members, and that business focus is maintained.

14. Developing a continuous improvement culture for self and within the team and as a result establish new working practices leading to performance improvements, enhanced customer service or reduced cost by identifying and facilitating improvements to service delivery.

15. Managing the performance of staff members by leadership, coaching, motivation, monitoring, setting work targets, improvements and quality standards. Provide staff with regular timely constructive feedback about performance and behaviour, agreeing realistic targets, monitoring and evaluating achievements.

16. Being aware of own development requirements, and actively seek creative opportunities to meet those development needs.

17. Working as part of the Leadership and Management team to promote a shared vision delivered through an inclusive and supportive culture with high levels of trust, engagement and opportunity, to maintain and further develop our high-performing team.

18. Acting as first point of contact for significant process change related requests from internal/external customers including dealing with and delegating enquiries and be able to take initiative in order to troubleshoot, problem solve and determine an appropriate course of action.

19. Developing and maintaining the Workforce Services Directorate Service Catalogue based on customer requirements in line with the agreed service offering. Actively participating in the development of the key service offering as part of the Senior Management Team and establish the feasibility and pricing structure to embed the services.

20. Developing the cost model and associated pricing structure for services provided with clients, acting as the key contact with Finance to agree budgets and business planning requirements. Reporting to your manager to highlight risks, budget positions and completing business cases for additional resource/budget where required.

21. Leading on the development of accurate and robust invoicing to clients, ensuring all revenue is recovered and accounted for. Including both Service Catalogue charges and Additional Service Requests to cover costs.

22. Accurately costing resource required to complete client changes and additional services, identifying risks, dependencies and delivery timescales. Agreeing sign off of costs and ensuring recovery though robust invoicing channels.

23. Ensuring the establishment is managed in line with agreed budgets of £2.7m per annum, monitoring compliance and ensuring relevant approvals for any changes. Highlighting risks to agreed contribution rates as they arise.

24. Overseeing available resources and any agreed budget allocations efficiently, effectively and economically.

25. Identifying and delivering process improvement changes, keeping relevant processes up to date and ensuring staff and customers use them in line with audit requirements including monitoring expenditure against target areas.

26. Modelling a collaborative, inclusive and influencing style of working, negotiating with and appropriately challenging others to achieve the best outcomes; embedding this approach across the broader team.

27. Analysing, interpreting and presenting highly complex data to highlight issues, risks and support decision-making.

28. Developing guides and process instructions for use on all aspects of process change to include risk, performance and governance.

29. Identifying and delivering user training requirements and either directly or with relevant information training sources, implementing and reviewing training programmes on a regular basis.

30. Providing detailed analysis, investigation and resolution to queries raised by 3rd party providers, including those who supply to NHSBSA and those contracted to Workforce Services customer organisations.

31. Coordinating the Optimisation team's involvement with and response to NHSBSA and client audits, ensuring all recommended actions are considered and taken forward as appropriate to ensure identified risks are mitigated wherever possible.

Personal Qualities, Knowledge and Skills

Essential

• Change management techniques.
• LEAN/similar
• Experience and knowledge of driving change management requirements and processes.
• Good understanding of computerised office systems.
• Experience and knowledge of Financial control in a Workforce environment
• Able to work on own initiative, be exceptionally organised, taking decisions and actions in line with the Business aims of the organisation.
• Able to demonstrate effective, inclusive leadership and motivational skills.
• Identify and influence different approaches to working practices.
• Drive and manage significant change.
• Encourage innovation in others.
• Drafting and Reporting skills.
• Demonstrate a range of effective communication and presentation skills.
• Committed to timely delivery to agreed quality standards.
• Focus on customer service and continuous improvement.
• Ability to communicate at all levels, building and maintaining good working relationships with managers, staff, external & internal stakeholders and services and goods providers.
• Ability to use informed persuasion to influence others
• Able to pushback firmly with stakeholders while maintaining a positive working relationship
• Ability to make judgements unaided and to work pro-actively
• Able to plan proactively and prioritise in line with business.
• Flexible approach to work.

Desirable

• Microsoft
• Databases
• HR core processes

Experience

Essential

• Experience of designing, developing and implementing process changes/new systems and identifying AHT and other methods to underpin costs models
• Development of service costing and pricing models
• Experience of financial control in managing establishments and budgets
• Experience delivering robust invoicing and pricing processes in line with contracts and service catalogues
• Significant Project Management experience in highly complex environments with multiple, competing stakeholders
• Business Process Improvement
• Be able to demonstrate a good balance between strategic thinking/planning and delivery
• Identifying and developing potential opportunities for business growth to successful contracting
• Onboarding new clients to an existing service

Desirable

• Experience of transformational change management bringing about sustained service and performance improvement
• Experience in working in a workforce environment with associated HR & OD processes
• Wide experience and understanding of the NHS.
• Experienced in the use of formal quality improvement and project planning methods
• Client offboarding

Qualifications

Essential

• Degree level in change management or similar discipline or significant demonstrable relevant experience
• Full Prince2 accreditation and evidenced experience of successful implementation
• Agile/LEAN/6SIGMA training or a recognised project management methodology
• Or significant demonstrable relevant experience

Desirable

• Post-graduate level or equivalent in relevant discipline
• ISEB qualification in Business Analysis or Change
• CIPD would be an advantage