Director of Innovation and Improvement Recruitment pack

Transcription

1 Director of Innovation and Improvement Recruitment pack October

2 Your application Thank you very much for your interest in this post. On the following pages, you will find details of the role and the selection process to assist you in completing and tailoring your application. In order to apply you should submit: An up-to-date CV which shows your full career history we recommend that this is no longer than three pages; A supporting statement explaining why you are interested in this role, detailing how you are a good candidate for this post and how you fulfil the person specification we recommend that this is no longer than three pages; The declaration form (completion of the equalities section is not mandatory, but is requested for monitoring purposes in line with our commitment to equality and diversity); and Indicate on the declaration form if you cannot attend any of the interview dates. Please note that applications can only be considered if all the documentation is complete. Please send your application, preferably in MS Word format by to: gha@campbelltickell.com Applications must be received by Wednesday 7 th November 2018 at 12 noon. Please ensure we receive your application in good time. If you do not receive confirmation of receipt within 24 hours of sending, please call the team on To help avoid your submission being treated as spam, please use a secure address from which to send your application and refer to the role and organisation in the header. Please do call me if you wish to have an informal discussion about the role and organisation, or if you have any other questions to help you decide whether to apply. Kind regards Bill Barkworth Bill Barkworth Senior Associate Consultant

3 Contents Welcome to Glasgow Housing Association 4 About Glasgow Housing Association 5 Role profile 6 Person specification 8 Structure chart 12 Key terms and conditions 13 Key dates and the selection process 14 The media advertisement 15 3

4 Welcome to Glasgow Housing Association Dear Applicant, I am pleased that you are taking the time to consider what is a crucially important role for us. This pack has been prepared to provide further information about Glasgow Housing Association and the role, and hopefully stimulate you and help guide you through the selection process. In the past few years as a Group, Wheatley put itself on the map as one of Europe s best-accredited housing and care groups, and the UK s largest builder of social-rented homes. GHA, our largest Group partner, is Scotland s largest social landlord, with almost 40,000 affordable homes in Glasgow. In November 2017 GHA was one of only three companies to win the European Foundation of Quality Management ( EFQM ) Global Excellence Award in November 2017, in recognition of its business performance and customer service excellence, and this year we were awarded the Scottish Homes Awards Housing Association of the Year. These achievements come from a strong focus on our approach to continuous improvement and innovative thinking, which drives us on each year in our never-ending journey to excellence. With tenant satisfaction at 91%, one of the highest results in the UK, we want you to challenge us even further on how we do things, champion new ways of working and drive new approaches and strategies to deliver even greater customer outcomes. The role requires an exceptional individual from the social housing sector who can provide a focal point across a diverse Group for driving best practice and service excellence. You will have a track record of transformation and innovation in delivering modern, first-class services as well as proven leadership and relationship management skills. This role is very much at the heart of what GHA is all about a great customer experience. It is going to be an exciting challenge but a fantastic opportunity to make a real difference. If what you read about us in this pack and on our website inspires and excites you I urge you to apply. Best wishes, Jennifer Russell Jennifer Russell Managing Director 4

5 About Glasgow Housing Association Glasgow Housing Association (GHA) is Scotland's largest social landlord with almost 40,000 affordable homes in Glasgow. We re part of Wheatley Group Scotland s leading housing, care and property-management group. Wheatley provides homes and services to around 250,000 people in 17 local authority areas across Central Scotland. Since the stock transfer from Glasgow City Council in 2003, we ve invested more than 1.5billion improving tenants homes, making them warmer, safer and drier. We are also focused on building new affordable homes in Glasgow. Working with our partners, we re transforming communities with modern, energy-efficient homes with many more planned. But we re not just about bricks and mortar. Everything we do is about creating Better homes, better lives, a better Glasgow. Our goal of giving you a great service has been recognised across the UK and Europe. GHA works with our partners, including Glasgow City Council, the Scottish Government, Police Scotland, Scottish Fire and Rescue Service and NHS Scotland, to deliver projects which make our communities cleaner, greener and safer. We also work hard with our partners to offer people in our areas jobs and training opportunities. Tenants are at the heart of decisions giving people a real say on what happens to their homes and neighbourhoods. We are proud to be part of Wheatley Group, Scotland s leading housing, care and propertymanagement group. GHA is a not-for-profit organisation and a registered charity, monitored and regulated by the Scottish Housing Regulator. 5

6 Role profile Reports to: GHA Managing Director Job summary Working with the Managing Director, you will provide strategic leadership and build on already sector leading achievements by supporting GHA to maintain its reputation as a world class organisation. You will develop and manage strategic plans, projects and performance frameworks, improvements and resolutions to ensure the delivery of our strategic aims and customer satisfaction. As the largest subsidiary within Group, you will work closely with the Managing Director to set standards and be recognised as a role model by delivering sector leading services. You will lead change for GHA with Locality Directors and deliver continuous improvement across all business areas maximising internal service providers to deliver GHA s ambition around customer engagement and personalised services. You will develop and lead on new approaches and strategies using customer insight, community engagement activity and business intelligence. You will champion new ways of working following significant investment in our digital transformation agenda ensuring that we maximise the opportunities that this presents within Group. You will support the frontline to turn strategy into action delivering great customer outcomes. Behaviours and competencies Our Organisational Competencies Think Excellence Think Relate Think Collaborate Think Professionally Think Innovate We want our Director of Innovation & Improvement for GHA to be able to demonstrate the following behaviours and competencies: Put customers at the heart of everything we do Strong leadership skills Excellent communication and interpersonal skills Responsibility for managing excellent performance results Ability to translate broad objectives into real and effective outcomes Finding creative solutions for customers Ability to inspire and empower staff to develop innovative solutions Self-aware and motivated 6

7 Computer literate and digitally aware Ability to take responsibility for own learning and continuous improvement and that of others Ability to represent Wheatley Group in a positive and effective manner Building appropriate and effective networks, locally and city-wide for the benefit of our communities 7

8 Person specification Director of Innovation & Improvement Experience Essential Our Director of Innovation and Improvement for GHA must demonstrate the behaviours and competencies identified: Proven track record in delivering sector leading results within a housing organisation; Extensive experience in the development and implementation of strategy to drive the business forward; Adept at report writing; Track record of identifying and introducing service improvements and business assurance, developing teams to deliver sector leading performance result; Proven track record of leading through change, problem solving and making decisions; Instinctively customer focussed with a think yes attitude to ensure that customers are delighted with services; Ability to embed Quality Standard Frameworks as part of day-to- day business i.e. EFQM, IIP, KSB,CSE, Health & Safety; Ability to exercise effective judgement within constrained time-scales and resources, within a highly pressurised and regulatory environment; Articulate, dynamic, energetic and delivery focussed; Experience of delivering customer service excellence. i.e. overseeing and championing contributions to and from our Community of Excellence Forums; Highly developed interpersonal and team working skills, and a proven ability to form partnerships, motivate, enthuse and drive individuals; Understanding budgets and Value for Money; Governance experience of working with Boards and committees and communities; Excellent communication and presentational skills, with the ability to communicate ideas, issues, systems and procedures successfully at all levels to a variety of audiences; Experience in conducting and presenting complex data analysis; Excellent negotiating skills with the ability to influence decision-makers at all levels; and Ability to work flexibly. Desirable Experience of working in a Group context and with in-house contractor(s) and internal service providers. 8

9 Qualifications Essential Housing, property or other relevant qualification to post-graduate level Desirable Driving licence and access to a car Job outputs Leading performance results and continuous improvement Supporting the development of the strategies and the implementation of strategic outcomes Lead success through a culture of mutual support and visible change management expertise; Live GHAs values and vision and understand your contribution to achieving it; Support our Think Yes and We Excel culture to remove organisational barriers which prevent excellent customer service; Develop process design and review to drive out organisational waste/failure demand and design in value to these business areas; Lead on the required policy, process, system, technology and people changes to support the redesign of continually improving processes; Develop effective partnerships working with a range of local authorities, academics and recognised industry leaders to maximise our customers influence and business learning for the benefit of the communities we serve. You will assist in the development of new Housing related approaches and strategies to achieve great outcome for GHA i.e. Housing Officer of the Future, Digital transformation and development of new approaches to mitigate the impact of Universal Credit; You will lead on strategic projects reporting progress to the Managing Director for update to the GHA Board; You will develop a robust performance management framework and key milestones to measure success; Build strong relationships, working with internal and external partners achieve Local, Subsidiary, Group, and National strategic outcomes; As part of senior management team deliver top quartile performance against sector leaders; Positively contribute to Community of Excellence Forums. Ensure there is a joined up approach to identifying opportunities for service improvements and supporting managers to effectively implement them; Ensure strategic projects and initiatives are properly evaluated within your area of operation; 9

10 Provide a comprehensive support service to GHA Board, Committees and Directors. Leadership across Group Provide leadership across Group to support the delivery of strategic goals and value add services; Be a confident ambassador for GHA across the City of Glasgow; Active contributor to Group leadership aims and objectives; As part of then leadership team champion Group priorities; Lead and manage partnership initiatives to deliver great outcomes for customers; Effective role model and able to give guidance in the delivery of first class Housing, Asset Management, Repairs & Maintenance and Environmental services. Delivery of a first class approach to customer engagement and communication Budget and Value for Money Ensure compliance with professional, regulatory, statutory and corporate requirements Lead on the development of customer engagement strategy and action plans; Support services in developing recording systems that demonstrate participation and engagement of customers and local communities; Ensure customer feedback is at the heart of our strategic plans; Actively support in GHA s Board, Chairs Forum and Area Committees. Through performance support annual budget setting and business plan development; Through performance ensure delivery of GHA s financial envelope to minimise rent and service charge increases for customers. Comply with and implement all relevant policies and procedures; Act ethically and with integrity, taking account of the employee code of conduct; Promote and implement GHA s business plan. Our Director of Improvement & Innovation will have to demonstrate flexibility and a willingness to respond to the dynamic and changing needs of our organisation. Interdependencies Managing Director Innovation and Improvement Team GHA Board and Committees Tenants & other customers 10

11 Local elected members, MSPs, MPs, MEPs Local Housing Network and Environmental Team In-house Service providers: Wheatley 360; Wheatley Solutions e.g. HR, legal, procurement, IT, Member Services and CSC Group Subsidiaries: City Building Group partner, Your Place, Lowther Homes, Wheatley Foundation Contractors Partner agencies: HSCP, GCSS, Strathclyde Police, Strathclyde Fire & Rescue, local community groups 11

12 Director of Innovation and Improvement Structure chart 12

13 Key terms and conditions The role Director of Innovation and Improvement Remuneration Circa 90k Holiday 28 days annual leave and 13 days public holidays Pension We offer both defined benefit and defined contribution schemes Working Hours Monday to Friday, 35 hours per week. There may be a requirement to work out with and in excess of normal working hours from time to time. Place of work: Glasgow Notice period: 3 months 13

14 Key dates and the selection process Closing date: Wednesday 7 th November 2018 at 12 noon First interviews: Monday 19 th November 2018 Longlisted candidates will be invited to an interview with a Campbell Tickell panel. This will take place in Glasgow. Final interviews: Thursday 29 th November 2018 The final stage of the process will be a panel interview and presentation. The panel will comprise Olga Clayton, Group Director of Housing and Care, Jennifer Russell, Managing Director of GHA and a CT Representative. Informal meeting with Chief Executive: Monday 3rd December 2018 If you are unable to attend on any of the identified dates for interview, please do speak to Campbell Tickell before making an application. 14

15 Media advertisement Director of Innovation & Improvement 15

16 Telephone Recruitment