Job Capsule Supplementary Information: Business Improvement Officer. Business Improvement Officer Department/ Location Housing Options Reports to

Transcription

1 Job Capsule Supplementary Information: Business Improvement Officer Position Business Improvement Officer Department/ Location Housing Options Reports to Business Support Manager Salary Circa 29,000 Staffing responsibilities None Role Purpose: The key purpose of the Business Improvement Officer is to assist in the delivery of a high-quality customer focused service in line with Barnet Homes business objectives, with a specific focus on project management and service improvement. The role will assist the Business Support Manager in the successful delivery of effective operations support, service improvement initiatives and business critical projects. Key tasks will include managing the successful implementation of business changes resulting from the Homelessness Reduction Act; drafting business cases and bid submissions for grants; developing procedure notes and processes, data collection and analysis; research and scanning the horizon; responding to complaints ensuring lessons learned inform improvements and benchmarking with other organisations; and drafting reports. Example outcomes or objectives that this role will deliver: Deliver effective operational support services for Housing Options Contribute to the successful delivery of key projects and service initiatives in accordance with Barnet Homes service aims, objectives, policies, and codes of practice.

2 Manage projects arising from the implementation of the Homelessness Reduction Act, ensuring that projects are successfully delivered within agreed timeframes, budgets and quality expectations. This includes: o Developing, monitoring and maintaining project documentation; including Project Initiation Documents, risk registers, issue logs, project plans (Gantt charts), and communication plans o Maintaining risk registers and issue logs for key projects, highlighting and monitoring any project issues/risks and identifying and implementing mitigation strategies as required. o Monitoring and reporting on the progress of projects via regular Highlight Reports to senior management including status updates on timeframes, resources, budgets, risks and quality. o Carrying out post implementation reviews, including the identification of lessons learned Develop, monitor and update SMART action plans as required and proactively follow up with other Housing Options staff to ensure allocated tasks are completed within timeframes Provide contract management support for the service Provide support with the review of functions and services within Housing Options Undertake data collection and analysis as required and present results through the use of reports, tables and graphs. Use performance information to help identify trends, issues and service gaps requiring consideration Assist in the development of policies and procedures Develop business cases and draft bid submissions for grant funding Cascade learnings from complaints and Ombudsman enquiries to staff Carry out benchmarking activities with other housing organisations as required Carry out research and scan the horizon to seek out the latest guidance, legislative changes and best practice Draft reports for Project Boards, Board Meetings and Council Committees Coordinate the recruitment and induction of new Graduate Trainees and other roles as appropriate Develop relationships and liaise with stakeholders and partners, including relevant business units within the London Borough of Barnet and the Barnet Group People Management Responsibilities: None Relationships; Customers seeking housing advice

3 Teams within Housing Options and TBG External agencies Social Care, Health, Education, advice and support services, and voluntary groups Work Environment: Office based Technical Knowledge and Experience: Knowledge: Essential: University Degree at 2:1 or above Desirable: Project Management qualification preferred Skills and experience: Essential: Experience of working in project teams and/or delivering projects within a public sector environment. Experience in writing reports and presenting information Good knowledge of project management tools and methodology An awareness of social housing and relevant government agendas Excellent oral and written communication skills with the ability to engage effectively with a diverse range of audiences, and convey complex information in a straightforward way in a courteous and professional manner Strong interpersonal skills with the ability to negotiate and influence people to achieve effective outcomes Ability to cultivate productive working relationships and networks, liaising effectively with other agencies, providers, other service areas within Barnet Homes and voluntary groups Highly developed research skills Well-developed analytical and problem solving skills, with the ability to be creative and innovative when appropriate The ability to constructively challenge in the workplace but to also overcome obstacles and proactively find solutions. The ability to present data and information in a clear and effective manner Excellent IT skills encompassing:

4 Responding to Individuals Being Proud Inspiring Trust o Data manipulation and analysis o Full range of Microsoft systems, including PowerPoint and Excel o Report writing and data extraction Ability to prioritise well within a challenging workload, particularly to ensure the most urgent matters are dealt with appropriately Ability to work highly effectively and flexibly as part of a team and to support colleagues, including managers, within a team Ability to operate effectively in a changing environment, to develop and acquire new skills and knowledge Value Behavior Indicators Does the right thing Takes pride in being trustworthy: being clear about what can and can t be delivered and ensuring they and other members of the team keep promises to customers and other stakeholders Knows what they and the organisation stand for, and acts consistently in line with these values and beliefs Corrects problems and errors promptly and undefensively Supports the Barnet Group Takes action in own service area to support the vision and goals of the Barnet Group, and cooperates with other services to achieve objectives Acts as a brand ambassador by giving something back to Barnet Group customers and the community beyond delivering their own job e.g. takes up volunteering opportunities Takes a flexible approach Recognises and celebrates the contribution of different groups and communities within Barnet Works with individuals to identify the best approach for them: applying rules flexibly, and altering normal procedures if required. Thinks from the customer perspective and collects feedback to help us understand the needs of different groups of people, and to shape what we do accordingly

5 Encouraging Innovation Delivering Results Taking Ownership One Team, One Outcome Works across teams Engages with other service areas to raise or solve issues Takes a consultative approach seeking out the views and opinions of others who are affected by issues Encourages others to contribute to collaborative working Creates own measures of excellence Driven to go beyond normal expectations, thinking how could I do this better? e.g. doing something faster, to a higher standard or higher quality, more efficiently Takes action to address issues and opportunities, even when they fall outside of own remit Monitors performance Sets clear deadlines and quality expectations for others Systematically monitors performance of individuals or service providers Raises and tackles performance issues promptly and constructively Uses different data sources to keep connected to what is going on the ground (e.g. walks the floor, interacts with customers) Explores broadly Does not accept the way it has always been done When faced with a problem explores broadly by tapping into best practice both within and beyond the organisation. Encourages ideas or input from different sources including colleagues, partners and customers