POSITION DESCRIPTION

Transcription

1 POSITION DESCRIPTION Position Details: TITLE: Customer Services Director REPORTS TO: Chief Digital Officer LOCATION: Auckland DATE: August 2018 PRIMARY FUNCTION: The Customer Services Director sits within the Health and Information Technology (HIT) leadership team, has accountability for overall HIT service delivery performance and customer satisfaction, and leads the Directorate Service team. The HIT team s aspiration is One team, one culture delivering value quicker. Our purpose is to provide the best health outcome for our population through the use of information and digital technologies. The Directorate Service team is focused on ensuring the service delivered to customers meets their expectations, allowing them to have the best IT support, which enables them to deliver great patient outcomes. To do this, the team will need to bring together a range of skills/capabilities including strategic advice, innovative solution development and leading operational practices in service delivery. The team will be responsible for providing integrated service delivery, partnering with our customers to truly understand their needs and brokering HIT solutions that meet their needs. The Customer Services Director role is responsible for leading the Directorate Service team, codesigning and co-leading the Clinical Reference Group, driving continual improvement of service delivery, service culture and service experience for our customers, providing aggregated service, portfolio and demand management for the HIT function, and fostering a culture of innovation across HIT. KEY ACCOUNTABILITIES Key Result Area Expected Outcomes/Performance Indicators Functional Leadership Work with the Chief Digital Officer to define and evolve the Directorate Service Team vision across strategy, people, process, data and technology Lead the Directorate Service team to deliver excellent customer service Lead the development and delivery of the Directorate Service roadmap

2 Co-lead the design of the HIT Clinical Reference Group Co-lead the HIT Clinical Reference Group Lead by example, demonstrating the organisation s core values, and the customer-centric focus of the Directorate Service team at all times Operational Performance and Innovation Customer Service Delivery Work with the HIT Clinical Reference Group to capture, translate and enrich business requirements for new and existing technology products/ services, including a pipeline of innovative ideas Maintain the HIT service catalogue Own the overall HIT portfolio and oversee the prioritisation process Provide ongoing visibility of the aggregated team backlog and own the demand management process Use data and insights to drive decision-making and identify opportunities to improve service performance, productivity, and customer satisfaction Work with our customers and healthalliance to define service metrics and KPIs to measure and evaluate quality and performance Ensure that HIT delivers performance in line with agreed metrics/slas Ensure regular incident and problem analysis/reporting is completed and continually modified to meet the needs of customers Deliver special projects as directed by the Chief Digital Officer Embed the HIT service culture throughout the team and into its operational practices Foster this service culture within HIT to ensure a focus on creating and delivering value to our customers, and continually improving the customer experience Develop and lead the execution of a HIT customer service strategy and customer relationship plan Lead the development, support and maintenance of a service performance and service delivery process and framework Design and implement initiatives to raise the importance of exemplary customer service Relationships Maintain effective working relationships with all Directorate Service Managers, product owners, scrum masters and other key stakeholders Supporting Organisation Performance through People Proactively communicate with peers, sector and industry experts to share Auckland District Health Board s health information and technology knowledge and experience, and learn from others Attract, recruit, develop and retain a high performing Directorate Service team Lead the Directorate Service team in activities that build a healthy team culture Provide regular feedback about individual performance and hold people to account for their performance

3 Recognise staff for good performance Support team members in their professional development Ensure the Directorate Service team maintains a sound understanding of the business, including changes as they occur over time MATTERS WHICH MUST BE REFERRED TO THE CHIEF DIGITAL OFFICER Significant internal or external HIT issues Any emerging factors that could prevent the achievement of the HIT objectives Any emerging factors that could prevent budget achievement at year end Any matter that may affect the reputation of HIT or Auckland District Health Board AUTHORITIES FTE Direct Reports: Directorate Service Managers Budget Accountability (if applicable): $TBD Directorate Service Budget RELATIONSHIPS External Internal Committees/Groups Ministry of Health / NGITB healthalliance Northern CIO Group NSA (Northern Support Agency) DHBs, PHOs and NGOs Vendors / Suppliers Agencies HIT Teams Senior Leadership Teams Clinical Leaders / Directors Performance Improvement Planning and Funding Human Resources Finance Product Owners and Sponsors Clinical Reference Group National and Regional Committees / expert groups as required Project and Programme Steering Groups Quality Health and Safety Scrum Masters PERSON SPECIFICATION Education & Qualifications Essential Desired Professional Tertiary qualification in Information Management, Health IT, health or equivalent experience Postgraduate qualification in Health Information Management, Health IT or Management

4 Experience/Knowledge 10+ years experience in a senior leadership role managing teams of staff Strategic and whole of systems thinking capability Proven ability to manage effective relationships Proven ability to resolve issues /conflicts Proven ability to design, implement and refine processes and ways of working Knowledge in implications of the Treaty of Waitangi with a commitment to bi-culturalism Agile Project Management accreditation e.g. PMI-ACP (Agile Certified Professional) or equivalent Experience with Agile/Lean/Customer Centric solution delivery methods and approaches Experience managing organisational change Sound understanding of business processes in a large / complex healthcare environment Sound understanding of health information and technology principles CRITICAL COMPETENCIES Competency Description Leadership Sets the highest ethical and professional standards Personal and Professional Provides thought leadership Demonstrates a consultative and inclusive management style Ability to work with a diverse range of people and to build mutually beneficial relationships and networks Implements sound approaches to minimise or reduce complexities of change processes and constructively addresses change resistance Ability to manage diversity and draw together a range of perspectives Ability to lead and develop professional groups aligned to business needs Ability to develop policies, action plans, establish timeframes and allocate resources to accomplish objectives Communicates expectations and agreed goals, provides on-going feedback and objectively evaluates performance Actively recognises the achievement of others Ability to see business issues from the people perspective To be credible to shareholders, customers and staff. Continuously searches for innovation and ways to reduce cost and add

5 Credibility Adaptive Skills and Mind-set value to the customers Ability to maintain effective relationships with key people internal and external Ability to deliver results and establish a reliable track record. Demonstrates effective written and verbal communication skills On-going commitment to personal and professional development Positively supports performance improvement initiatives Ability to operationalise the vision and lead change Continuously seeks and encourages others to seek opportunities for improvement Competencies in areas such as influencing, teamwork, communication and learning agility to switch between tasks, work closely with services leads, and contribute fully to service outcomes Technical versatility to quickly evaluate and exploit new technologies A risk-tolerant, collaborative, and open mind-set Teamwork Ability to build effective high performing teams Works effectively with others to accomplish organisational goals and to identify and resolve problems Demonstrates high levels of active and empathetic listening Facilitates goal achievement Understands the significance of the Treaty of Waitangi Displays cultural sensitivity and values diversity Displays a willingness to work positively to improve opportunities for Maori Appreciates insights and ideas of all individuals and works effectively with these differences Self-Management Sets high personal standards Displays drive and energy and persists in overcoming obstacles Is proactive and displays initiative Maintains enthusiasm in the face of difficult challenges and seeks alternative strategies to achieve goals Ability to adapt and work effectively within a variety of situations and with various individuals or groups Considers options, identifies pros and cons and makes effective decisions based on evidence and within appropriate timeframes and levels of responsibility. Recognises critical factors and weighs up risks accordingly Recognises scope of role and acts accordingly

6 WORKING FOR ADHB EXPECTATIONS OF EMPLOYEES CITIZENSHIP All employees are expected to contribute to the innovation and improvement of Auckland District Health Board as an organisation. This means: Using resources responsibly Models ADHB values in all interactions Maintaining standards of ethical behaviour and practice Meeting ADHB s performance standards Participating in organisation development and performance improvement initiatives Helping to develop and maintain Maori capability in ADHB, including developing our understanding of the Treaty of Waitangi and ways in which it applies in our work Raising and addressing issues of concern promptly THE EMPLOYER AND EMPLOYEE RELATIONSHIP We have a shared responsibility for maintaining good employer/employee relationships. This means: Acting to ensure a safe and healthy working environment at all times Focusing our best efforts on achieving ADHB s objectives A performance agreement will be reached between the employee and their direct manager and/or professional leader containing specific expectations. CONSUMER/CUSTOMER/STAKEHOLDER COMMITMENT All employees are responsible for striving to continuously improve service quality and performance. This means: Taking the initiative to meet the needs of the consumer/customer/stakeholder Addressing our obligations under the Treaty of Waitangi Involving the consumer/customer/stakeholder in defining expectations around the nature of the services to be delivered and the timeframe Keeping the consumer/stakeholder informed of progress Following through on actions and queries Following up with the consumer/customer/stakeholder on their satisfaction with the services PROFESSIONAL DEVELOPMENT As the business of ADHB develops, the responsibilities and functions of positions may change. All staff are expected to contribute and adapt to change by: Undertaking professional development Applying skills to a number of long and short term projects across different parts of the organisation Undertaking such development opportunities as ADHB may reasonably require