Job summary
An exciting opportunity has arisen to join our already successful and professionally accredited Workforce Management Team as a Forecast, Planning and Workflow Manager. The position will take a leading role in shaping planning across the service over the coming years as the organisation evolves and strives for greater efficiency as well as maximising new business opportunities.
What do we offer?
- 27 days leave (increasing with length of service) plus 8 bank holidays
- Flexible working
- Hybrid working model (we are currently working largely remotely)
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts!
- This post is open to both sites in Newcastle and Fleetwood.
Main duties of the job
You will have responsibility for Real Time and Workflow management, forecasting and coordinating resource planning activities within the Pensions Service. With a specific focus on working pattern flexibility, resource optimisation and holiday/shrinkage control to enable all departments to achieve Service Level Agreements. To develop and provide management information statistics to all team managers and relevant stakeholders to enable the business to drive performance.
You will be responsible for managing and developing analysts within the team and will be required to work with colleagues at all levels. Team working is key, as is the ability to work through others and manage your own direct responsibilities.
The post-holder will be naturally curious looking for improvements and new opportunities around both processes and technology, but balancing the need to achieve tight deadlines.
The post holder will have sound working knowledge of Work Flow Management systems.
About us
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives.
We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.
As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job description
Job responsibilities
In this role, you are accountable for1. Responsible, through The Service Delivery Management Team, for the effective management of workflow and resource planning to achieve internal/external KPIs and SLAs.
2. Manage Daily Capacity Planning meetings (DCPs) with key stakeholders to analyse performance, confirm business priorities and organise re-alignment of resource planning activities if required
3. Develop and implement an allocation strategy that is both robust and flexible to support the changing scope of business activities pertinent to the time of year.
4. You will be responsible for supporting the Real Time Analyst through guidance and clear direction of activities required.5. Provide a second level of support for Real Time Analysts within the team for their personal development. This will be done through coaching, side by side mentorship and guidance on development areas.
6. Forecasting analyse and interpret historic and other trend and project information to create robust work volumes, Standard Unit Times (SUT) and processing rate forecasting at a monthly and weekly level.
7. Plan activities to support business planning and service improvement activities by identifying and analysing trends and proposing changes during/after the compilation of information.
8. Responsible for delivering and maintaining accurate and timely information regarding staffing levels, workflow and forecasting plans enabling teams to maximise resources to meet business requirements whilst highlighting any potential business risks.
9. Supporting all staff to utilise the full application of all supporting tools to ensure workforce is flexible, dynamic and reliable to meet business demands
10. The post holder will be required to be knowledgeable and apply all relevant organisational policies, for example, HR policies, Data Protection, IG.
11. Provide impact assessments of proposed changes and new implementations of agreed changes
12. Undertake the development of the Workforce Management Tool and proactively identify and implement more effective and efficient ways of utilising the tool13. Analyses information on performance, effectiveness and customer service in conjunction with Service Delivery Management Team, making recommendations for improvements, where appropriate.
14. Use specialist knowledge to identify and assess a range of solutions in a timely and effective manner, demonstrating creativity and innovation. Take into account implications / impact of customer requirements when making proposals whilst also applying solutions for the benefit of the user.
15. Ability to present information and options with clarity and at times show the ability to adapt the presentation of information to meet the requirement of the audience.
16. Be a catalyst for change and innovation. Act as one of the lead change agents within a service area, sharing your subject matter knowledge to ensure transitional change is introduced in a positive and constructive manner which mitigates risk.
17. Working with shared service managers to promote the Work Force Management Tool to underpin planning across the NHSBSA initiative.
18. Promote and develop flexible working practices across Service Delivery areas that provide benefits to the service area & the wider BSA where appropriate.
19. Use networking to identify opportunities for effective benchmarking and horizon scanning
20. To participate in wider organisational activities where own recognised strengths may ne utilised (e.g. project management skills) Ensure full participation if selected.
21. Attend other NHS sites for meetings or visits relevant to the role, as and when required.22. Follow a communication strategy that ensures full staff participation and when required provide input into focal groups at divisional and area level. Ensure that any best practices highlighted are communicated and shared across the organisation.23. Live the values and behaviours that respect the core values of the NHSBSA.24. Be accountable for his/her own Personal Development needs in order to be fully equipped to meet future management and organisational needs.25. Carry out duties and responsibilities as required by the Operations Manager and the wider senior management team commensurate with the job grading.
Job description
Job responsibilities
In this role, you are accountable for1. Responsible, through The Service Delivery Management Team, for the effective management of workflow and resource planning to achieve internal/external KPIs and SLAs.
2. Manage Daily Capacity Planning meetings (DCPs) with key stakeholders to analyse performance, confirm business priorities and organise re-alignment of resource planning activities if required
3. Develop and implement an allocation strategy that is both robust and flexible to support the changing scope of business activities pertinent to the time of year.
4. You will be responsible for supporting the Real Time Analyst through guidance and clear direction of activities required.5. Provide a second level of support for Real Time Analysts within the team for their personal development. This will be done through coaching, side by side mentorship and guidance on development areas.
6. Forecasting analyse and interpret historic and other trend and project information to create robust work volumes, Standard Unit Times (SUT) and processing rate forecasting at a monthly and weekly level.
7. Plan activities to support business planning and service improvement activities by identifying and analysing trends and proposing changes during/after the compilation of information.
8. Responsible for delivering and maintaining accurate and timely information regarding staffing levels, workflow and forecasting plans enabling teams to maximise resources to meet business requirements whilst highlighting any potential business risks.
9. Supporting all staff to utilise the full application of all supporting tools to ensure workforce is flexible, dynamic and reliable to meet business demands
10. The post holder will be required to be knowledgeable and apply all relevant organisational policies, for example, HR policies, Data Protection, IG.
11. Provide impact assessments of proposed changes and new implementations of agreed changes
12. Undertake the development of the Workforce Management Tool and proactively identify and implement more effective and efficient ways of utilising the tool13. Analyses information on performance, effectiveness and customer service in conjunction with Service Delivery Management Team, making recommendations for improvements, where appropriate.
14. Use specialist knowledge to identify and assess a range of solutions in a timely and effective manner, demonstrating creativity and innovation. Take into account implications / impact of customer requirements when making proposals whilst also applying solutions for the benefit of the user.
15. Ability to present information and options with clarity and at times show the ability to adapt the presentation of information to meet the requirement of the audience.
16. Be a catalyst for change and innovation. Act as one of the lead change agents within a service area, sharing your subject matter knowledge to ensure transitional change is introduced in a positive and constructive manner which mitigates risk.
17. Working with shared service managers to promote the Work Force Management Tool to underpin planning across the NHSBSA initiative.
18. Promote and develop flexible working practices across Service Delivery areas that provide benefits to the service area & the wider BSA where appropriate.
19. Use networking to identify opportunities for effective benchmarking and horizon scanning
20. To participate in wider organisational activities where own recognised strengths may ne utilised (e.g. project management skills) Ensure full participation if selected.
21. Attend other NHS sites for meetings or visits relevant to the role, as and when required.22. Follow a communication strategy that ensures full staff participation and when required provide input into focal groups at divisional and area level. Ensure that any best practices highlighted are communicated and shared across the organisation.23. Live the values and behaviours that respect the core values of the NHSBSA.24. Be accountable for his/her own Personal Development needs in order to be fully equipped to meet future management and organisational needs.25. Carry out duties and responsibilities as required by the Operations Manager and the wider senior management team commensurate with the job grading.
Person Specification
Qualifications
Essential
- Minimum of 5 GCSEs or equivalent at grade C or above including Maths and English Language
- NVQ Level 4 or equivalent in relevant subject or demonstrable relevant experience
Desirable
- Recognised Qualifications in a relevant field e.g. Microsoft Excel, SQL to an advanced level
Personal Qualities, Knowledge and Skills
Essential
- Excellent working knowledge of Excel spreadsheets including creating, maintaining and interrogating data contained within them.
- Openness to change environments/management, including an awareness & understanding of the latest best practice, tools and techniques.
- Computer literate, able to adapt to and analyse data from different systems.
- Analytical problem solving.
- Ability to work accurately with attention to detail and with minimal supervision
- Ability to work effectively as part of a team.
- Good organisational skills.
- Ability to analyse complex figures and data.
- Ability to multi task.
- Ability to work on own initiative and prioritise and deliver objectives within agreed timescales
- Ability to relate well and develop good working relationships with all contacts.
- Adaptable and willing to learn new skills.
- Ability to communicate with stakeholders and customers of all levels including senior management.
Desirable
- Report writing skills
- Presentation skills
- Negotiation and influencing skills
- Knowledge of Improvement techniques and methods.
Experience
Essential
- Demonstrates previous relevant experience in data analysis, retrieval and resource planning within a back-office environment
Desirable
- Project management.
- Hands on knowledge of workforce management systems
- Experience of working under broad direction with full accountability for own work as well as project responsibilities.
Person Specification
Qualifications
Essential
- Minimum of 5 GCSEs or equivalent at grade C or above including Maths and English Language
- NVQ Level 4 or equivalent in relevant subject or demonstrable relevant experience
Desirable
- Recognised Qualifications in a relevant field e.g. Microsoft Excel, SQL to an advanced level
Personal Qualities, Knowledge and Skills
Essential
- Excellent working knowledge of Excel spreadsheets including creating, maintaining and interrogating data contained within them.
- Openness to change environments/management, including an awareness & understanding of the latest best practice, tools and techniques.
- Computer literate, able to adapt to and analyse data from different systems.
- Analytical problem solving.
- Ability to work accurately with attention to detail and with minimal supervision
- Ability to work effectively as part of a team.
- Good organisational skills.
- Ability to analyse complex figures and data.
- Ability to multi task.
- Ability to work on own initiative and prioritise and deliver objectives within agreed timescales
- Ability to relate well and develop good working relationships with all contacts.
- Adaptable and willing to learn new skills.
- Ability to communicate with stakeholders and customers of all levels including senior management.
Desirable
- Report writing skills
- Presentation skills
- Negotiation and influencing skills
- Knowledge of Improvement techniques and methods.
Experience
Essential
- Demonstrates previous relevant experience in data analysis, retrieval and resource planning within a back-office environment
Desirable
- Project management.
- Hands on knowledge of workforce management systems
- Experience of working under broad direction with full accountability for own work as well as project responsibilities.
