HEAD OF OPERATIONS AND NEW BUSINESS

Transcription

1 We re hiring! HEAD OF OPERATIONS AND NEW BUSINESS Salary Up to 39,500 Closing Date: 9am, 27 th November 2018 Dumfries and Galloway Homes is a wholly owned subsidiary of the Loreburn Housing Group, delivering activities and innovations that complement and support the Group ambitions. You would be joining the DGH team at a very exciting time with plans for business growth and a focus on key areas of innovation, provision of high-quality midmarket rent homes and quality assured services. We are looking for an individual to join our team who is adaptable, focused, accountable and ambitious. Head of Operations and New Business Salary Up to 39,500 Closing Date: 9am, 27/11/18 Pre-Interview Phone call: 04/12/18 Interview Date: 06/12/18 FOR MORE INFORMATION AND TO APPLY: DUMFRIES AND GALLOWAY HOMES LTD Huntingdon, 27 Moffat Road, Dumfries, DG1 1NN

2 HEAD OF OPERATIONS AND NEW BUSINESS Dear Applicant Thank you for your interest in this position. Enclosed is the information you will require to assist you in completing your application. To apply please can you: Provide a copy of your CV Provide a Supporting Statement, which is no more than two A4 pages in length. Complete Equal Opportunities Monitoring Form Indicate on your covering letter if you cannot attend any of the interview dates. Please note that applications can only be considered if all the above documentation is completed. It is not mandatory to complete the Equal Opportunities Monitoring Form. The information requested is for monitoring purposes in line with our commitment to equality and diversity and will not affect the outcome of your application. Once complete, please send your application, preferably in MS Word format, by to Recruitment@Loreburn.org.uk The closing date for completed applications is 9am, Tuesday 27 th November Any applications received after this time cannot be considered. It is your responsibility to ensure that we have received your application. If you do not receive confirmation of receipt of your application from us within 24 hours of sending, please call and ask to speak to the People and Culture team to ensure it has arrived. You should also ensure that you use a secure address from which to send your application, as our system will filter out s if it believes them to have been sent from unsecured sites that are often used to send spam s. In order to avoid last minute IT issues, we also ask that you allow yourself ample time to submit your application in advance of the deadline. Unsuccessful applicants will be notified in writing. If you require any further information, or would like a discussion about the role, please contact Lindsay Lauder, Managing Director on We look forward to hearing from you. Yours faithfully Kirsty Robertson HR Assistant

3 Head of Operations and New Business Salary: up to 39,500 (Starting salary is negotiable depending on experience) Dear Candidate, Head of Operations and New Business Dumfries and Galloway Homes is a wholly owned subsidiary of the Loreburn Housing Group, delivering activities and innovations that complement and support the Group ambitions. You would be joining the DGH team at a very exciting time with plans for business growth and a focus on key areas of innovation, provision of high-quality mid-market rent homes and quality assured services. We are looking for an individual to join our team who is adaptable, focused, accountable and ambitious. DGH currently manages 30 mid-market rent properties, University accommodation in Dumfries and 12 commercial units. The DGH Board have taken the decision that the commercial units do not fit with the future direction of the business and as such these properties will be disposed of. The current stock owned by DGH, does not largely fit with the future direction of the business, which is to provide high quality, affordable, energy efficient homes. It will be the responsibility of this post to draft, deliver and manage an effective Asset Management Strategy for the business. The Head of Operations and New Business is a new, unique and exciting role which brings together the management of DGH s Direct Labour Organisation (DLO), factoring services and the development of new business opportunities in passive house fabrication, development and training. This is a challenging role, you will be working with the Managing Director to deliver the ambitions as set out by the Board whilst working to imbed the culture of ambition and innovation. We are looking for a candidate that can demonstrate the skills, attributes and attitude that are important to our success whilst being an exemplary leader, who is passionate about innovation and the development of passive house opportunities. We are searching for a values and outcomes driven, creative, innovative, enthusiastic and dynamic individual who has a common-sense approach to managing people and services. The successful candidate will be highly motivated, innovative and process driven with the ability to work collaboratively with internal and external customers. You will understand, manage and mitigate risk to ensure the safe delivery of works and services. If you believe you are able to rise to this challenge, we are keen to hear from you. Kind regards, Lindsay Lauder Managing Director DG Homes

4 DUMFRIES AND GALLOWAY HOMES BOARD OF DIRECTORS LOREBURN GROUP EXECUTIVE MANAGEMENT TEAM Lorraine Usher LHA Group CEO Alison Anderson Director of Finance and Corporate Services LHA Amanda Yellowley Operations Director LHA Nicola Thom Interim Director of Housing Services LHA Lindsay Lauder Managing Director DGH

5 VISION & VALUES Our Vision is to Create EVEN MORE Great places to live and we aim to increase the number of mid-market rent properties to provide access to quality housing and services whilst developing innovative solutions which respond to local challenges; especially those linked to fuel poverty and the lack of affordable quality homes. DG Homes aim is to grow our business, working closely with communities to build homes and services that reflect the needs of the region. CORPORATE PLAN A copy of DG Homes Corporate Plan can be found in the document downloads section of our website

6 ROLE PROFILE Head of Operations and New Business Reporting to: Managing Director Salary band: 32,700-39,500 Personal Profile You will be competent in the fields of contract and project management, health and safety, risk and people management. Able to self-manage you will be an excellent communicator in any setting whether with our customers, stakeholders, staff or Board Directors. A strong sense of emotional intelligence, empathy and resilience will be key. You will thrive on challenge and be an ambitious individual who can contribute towards moving the business forward through being outcomes driven. You will be a strategic leader and team player who is able to help build a dynamic and exciting team culture which thrives on innovation and creativity. You ll show pride in your work, making sure the customer experience is always good, and you will be open to taking on additional responsibility to ensure D&G Homes success. You will be passionate about delivering a great service and an exceptional customer experience. Delivering goals and achieving key outcomes will excite you and drive to you to perform. As the role can change daily, you will be able to multi-task and deal with many projects simultaneously. In order to manage and thrive in this environment you will be energised and committed. Importantly, you will always be open to new ideas, working flexibly, even outside hours when required, to get the job done.

7 Purpose of Role The key purpose of the Head of Operations and New Business is: To support the Managing Director to focus on strategic matters by effectively and competently managing the operational and day to day aspects of the business. To support the Managing Director in identifying, scoping and implementing new start up opportunities as agreed with D&G Homes Board and in line with the Corporate Plan including the development of passive house fabrication and training opportunities. To develop and implement an effective asset management strategy which focuses on high quality, energy efficient homes. To manage CDM, Health and Safety and ensure safe working practices are in place across the business. To ensure the effective monitoring and implementation of Health and Safety requirements and action plans. To own, monitor and control the operational risk map, ensuring that operational risk is reported and mitigated. To prepare and present reports to Board meetings as required for all operational matters. To manage operational budgets. To support the delivery of an effective performance framework and ensure effective KPI and objective monitoring for Operational matters. To be an effective networker and able to work with partner organisations including Loreburn HA to deliver innovative services and products To manage D&G Homes Direct Labour Organisation (DLO) and Facilities Management operational resources including health and safety, supervision and development. To ensure that the efficient and effective working practices are in place for the DLO and Facilities Management resources and make recommendations for efficiency improvements; utilising lean management.

8 To improve organisational effectiveness by showing exemplary leadership and maintaining excellent outcomes from the organisation s day to day activities. To makes a tangible contribution for the advancement of the organisations goals and ambitions. To deliver an excellent customer experience by supervising customer related activities of DLO staff and ensuring that customers are treated in a professional manner. Scope of Work Support the Managing Director to implement the strategic ambitions of the Board. Identify new opportunities for partnership working and work collaboratively to deliver innovative projects. To manage the operational and day to day aspects of the business with a light touch involvement from the Managing Director. To support the Managing Director in developing, appraising and implementing new business ventures including the establishment of passive house fabrication and training opportunities. Ownership of the Asset Management Strategy development and implementation including stock condition surveys, stock appraisal, programmes of work and future spend forecasting. To have responsibility for the implementation and monitoring of safe working systems and controls in the business. To take ownership of the operational risk map and ensure that risks are reported and mitigated in line with the Risk Management Policy. To report to the Board of Directors on all operational and health and safety matters on a quarterly basis or more regularly as required, providing the Managing Director with reporting information as requested. To produce tenders, ensuring that appropriate contracts are in place and manage operational budgets effectively, ensuring cost control is established for all contracts. To ensure efficient working practices are in place for the DLO and Facilities Management staff and make recommendations for improvements. Consider and implement options for continuous improvement of services to bring increased efficiencies in operational activities. You will be the Performance Leader for the DLO and Facilities Management staff. Lead, motivate and coach the team to ensure they deliver an excellent customer experience. Report and analyse information, performance, data, identifying any operational issues and implement any necessary actions to continually improve service quality Daily resource organisation and planning, ensuring adequate resource is available to ensure consistency of service and quality.

9 Hold 1:1 meetings and annual appraisals to review performance and give feedback, in line with our ambitions. Attend team and other departmental meetings where required, ensuring promotion and adherence to customer service strategic objectives at all times. To investigate complex customer issues thoroughly, liaising with other departments where necessary, to make solutions-focused and helpful recommendations for resolution. To assist the Managing Director to build a competent and strong workforce so the organisation can work productively. Responsibility for DLO and Facilities Management staff welfare by providing all their needs and ensuring a conducive work environment for enhanced production and delivery. Key Results Areas Delivery of new business opportunities including passive house fabrication and training opportunities. The development and delivery of an effective Asset Management Strategy. Accountable for driving excellence in customer experience to ensure outstanding team outcomes. Delivery against key action plans including Health and Safety. Control and mitigation of operational risk. Responsible for developing strategies that help the DLO and facilities management staff to meet the organisation s goals, and to supervise daily activities of workers for the growth of the organisation, making necessary observations on the job and suggesting solutions to emerging problems. Using the concept of lean management to bring improvements to the DLO and Facilities Management areas of the business. To identify areas for business improvements through effective performance monitoring. To have a good understanding of the needs of each team member working under them and communicate these needs to management to ensure that all required items are provided for to ensure successful operations. To supervise and evaluate work done by the operations team and certify work before sign off to avoid complaints.

10 To manage logistics in the department, keeps records of equipment, costs and give detailed account to management. To manage CDM and Health and Safety issues on site taking advise from the Managing Director or specialist consultants where necessary. To develop a friendly, creative environment bringing energy and passion to challenge the status quo and build D&G Homes a reputation for an exceptional customer experience. Accountable for the efficient operation of the DLO Team to maximise financial return, ensure H&S compliance and to deliver excellent customer experience outcomes. In all aspects of the work encourage the use of technology to support increased productivity and enhanced efficiency. To develop creative solutions and quick wins from interpreting customer messages in feedback information / data, ensuring staff feel motivated and see the problems as solvable. Effective performance management to meet optimal results of the specified areas Be responsible for the management and resolution of complaints. Develop and support cross group and departmental service delivery Empower staff to make decisions on the front line to deliver speedy resolutions for our customers Facilitate interactions between the DLO and Loreburn H A teams to aid the overall success and growth of D&G Homes. Ensuring the DLO adhere to clients specifications in the course of their work to guarantee client satisfaction D&G Homes is beginning a period of growth, so the post holder will be willing to undertake any task which helps deliver improved results for the company. Scope for Impact Help D&G Homes to develop and grow and contribute to making Loreburn H A the Best Housing Association in Scotland.

11 To develop exciting new business opportunities linked to passive house development and training. To build a stock profile which meets is high quality, energy efficient and builds a positive brand for DGH as the landlord of choice. To develop a top class DLO and Facilities management service which is efficient, offers excellent value for money and high-quality service whilst remaining competitive. To reduce operational risk to the business. Deliver excellent customer satisfaction as a result of robustly managing performance. Act as a conduit for resolving potential issues and complex problems by drawing on the wider experience for the benefit of customers and colleagues Develop and improve a high performing, positive, empowering culture Embrace change and new ways of working to achieve key performance indicators Become an expert in your area of the business, embedding new policies, processes and systems, leading their development, testing, implementation and review. To act as a role model for D&G Homes encouraging all employees to deliver a high-quality General customer experience getting it right first time. To pro-actively manage your own health and safety, and the health and safety of colleagues and customers in accordance with the Health & Safety policy and procedures To ensure that all areas of safeguarding are in place within areas of responsibilities as relevant to this post. To take responsibility for own personal development and update knowledge and skills, with support from Loreburn, to perform the role at an effective level. To undertake such training as is deemed necessary to improve personal performance and knowledge. To implement positively and ensure compliance with policies, procedures, codes of practice and initiatives relating to Equality and Diversity, Customer Engagement, Risk Management, Health and Safety, Data protection and Information Technology, Financial Regulations, Standing Orders and the Code of Conduct and Benefits, Entitlements and Payments Policy. To complete any other duties required by management, commensurate with abilities and nature of the post.

12 Person Specification Skills, knowledge and experience Essential Desirable Committed to an excellent customer experience An understanding of Asset Management, stock condition and repairs and maintenance A knowledge of and passion for passive house development Ability to network and build relationships at all levels and become integral to the business Implement, comply and adhere to policies and procedure especially Health and Safety. Experience of working in an empathetic way utilising excellent listening and relationship building skills, with an ability to stay calm and cool and make people feel comfortable Excellent verbal, written and reporting skills, along with numerical, analytical, data skills Ability to demonstrate problem solving skills in a customer orientated business Ability to manage and motivate colleagues to deliver excellence Strong organisational skills/ability to prioritise and deliver goals Keen eye for detail, organised and methodical with a positive attitude Able to work towards and achieve demanding deadlines A willingness to do what is required to get the job done to a good standard. Qualifications and Education Educated to a good standard SVQ Level, HND or GCSE/O Level or the equivalent level of knowledge acquired from onthe-job training or experience. SPECIFIC REQUIREMENTS FOR THE JOB A flexible approach to working hours and location is essential owing to the occasional need to attend evening or weekend meetings/ events/ work

13 PRINCIPLE TERMS & CONDITIONS o Probationary Period The first 6 months of your employment will be a probationary period. We reserve the right to extend your probationary period beyond this initial period. We shall have the right for any reason to terminate your employment on one week's notice or one week's salary in lieu of notice at any time during or at the end of this probationary period. o Salary will be paid monthly on the 28 th of each month; where this date falls at a weekend or public holiday then you will be paid on the nearest preceding working day. This payment will be made by direct transfer into your bank account. o Incremental Progression Progression within the salary band is reviewed on an annual basis (normally 1 April) and will be dependent on performance and behaviour throughout the previous calendar year. To be eligible for an incremental review you need to have completed 6 months service in post and you must have points within the band to progress to (i.e. you are only eligible for progression if you are not already at the top of the band). o Holiday Entitlement The leave year runs from 1 January to 31 December. For an employee who works 5 days per week there are 23 floating days and 12 fixed days, making a total of 35 days. o Working days and hours normal working hours is Monday to Friday 9-5pm You will be required to work in excess of normal working hours from time to time where the demands of your role require you to do so. You will normally be compensated for working such additional hours by being allowed time off in lieu or any other such system that is in operation at the time, provided that these additional hours are authorised in advance by your line manager. Further details are available in the employee handbook. For managers and assistant managers working in the operational side of the organisation, there is a requirement to provide an Out of Office Hours emergency contact service on a rota basis for which an additional payment is made. o Pension you will be automatically enrolled into the Loreburn Group pension scheme when you join the organisation, you do have the option to opt out. o Absence - Company Sick Pay will be paid in accordance with the table of entitlements below. In calculating the level and period of company sick pay due to the employee, the 12 months preceding the start of the current sickness spell will be reviewed. Continuous service Full contractual basic pay (in weeks) per rolling 12-month period Up to 1 year year and under years and under Half contractual basic pay (in weeks) per rolling 12-month period

14 3 years and under years and over Full pay is inclusive of Statutory Sick Pay. Half pay is in addition to Statutory Sick Pay (unless this brings the employee over full pay in which case full pay only will be given). As a non-contractual award which is subject to review, you will also be given access to Westfield Health Private Healthcare (Level 1) as standard.