Corporate Services Manager

Transcription

1 Corporate Services Manager Salary: 37,320-40,376 (from 1 April 2017) Location: Horizon Housing Association, Livingston Overall Aim of the Job To lead, manage and develop Horizon s governance, corporate administration and supports and frontline customer services functions. As a member of Horizon s Management Team, work at operational and strategic levels to fulfil Horizon s vision, values and objectives. Main Responsibilities Governance and risk To provide informed direction on governance functions and structures, and to ensure effective supports for good governance and compliance with regulatory and other statutory and legal requirements. This will include: Acting as Depute Company Secretary. Advising the Board and Managing Director and leading reviews of governance structures and documents. Ensuring Horizon s compliance with the guidance, returns and frameworks of regulators such as the Scottish Housing Regulator (SHR), Office of the Scottish Charity Regulator (OSCR), Financial Conduct Authority (FCA), and Office of the Information Commissioner. Ensuring the efficient administration and servicing of the Board. Overseeing development of and reporting on a robust risk management strategy and risk management plan. Leading the co-ordination, assembly and scrutiny of accurate information required for annual regulatory returns and monitoring of Key Performance Indicators. Managing Horizon s internal audit programme within the overall Link group programme. Service Management, Performance and Delivery To lead, manage and integrate Customer Services and Corporate Services teams to provide a high quality service to customers and to colleagues within other service teams across Horizon and Link. This will include: Being responsible for the day to day operations, direction, management and integration of the corporate administration, supports and customer services functions and staff. Motivating, training and developing people, direct and indirect reports, within a culture of continuous improvement and customer focus.

2 Taking a proactive approach to managing and improving the services, to achieve best practice. Ensuring effective performance management and monitoring arrangements across Horizon and the regular monitoring and reporting of appropriate performance indicators, standards and targets. Quality assurance for of all customer and services data and analysis of this data, and application to inform strategy and service delivery. Overseeing the application and regular review of Horizon s complaints policy and processes to provide prompt and appropriate complaints resolution, and that improvements from lessons learned are implemented and reported. Working with managers and staff across Horizon and Link to maximise efficiency and effectiveness in corporate and customer service delivery. Strategy, Policy and Business Support As a member of the Management Team, to support the Managing Director and management team in the development and implementation of strategy and policy, and to manage the required business supports. This will include: Co-ordinating review and production of Horizon s annual business plan, Liaising with and ensuring Horizon s contribution to the Link Group business plan. Managing Horizon s policy development and review schedule, ensuring all policies are up to date, relevant, appropriately communicated and available for reference. Leading the development and implementation of Horizon s communications and marketing strategy. Leading the development, review and implementation of Horizon s corporate services policies, statements and procedures. Harmonising corporate policies, procedures and review timetables with those of Link wherever practicable. Liaison with Horizon s Link Business Partners for Finance, HR and ICT services. Leading Horizon working groups related to corporate and customer services and representing Horizon on relevant Link working groups. Lead for Horizon on data protection and Horizon s interests in and contribution to implementation of Link s ICT & D strategy. Streamlining and efficiency To enhance capacity to achieve Horizon s desired outcomes through efficiencies, streamlining and rationalisation. This will include: Collaborating with other Horizon and Link service managers so that close, efficient and effective working relationships are developed and maintained between the corporate and customer services teams and the other operational teams. Leading the oversight, co-ordination and review of Group Service Level Agreements for Finance, HR and ICT services.

3 Participating in internal and external working groups and fora aimed at developing or improving services, building capacity and resilience. General To be responsible for budgets related to areas of responsibility. To comply with the Health and Safety Policy, dealing with any matters of concern and/or reporting to the Management Team. To actively promote the Equality and Diversity Policy and practice in all aspects of the job role as it relates to colleagues, tenants, service users, contractors, consultants and external agencies. To carry out other duties, within the scope of the job, and to meet the needs of the business. Responsible to: Direct reports: Operations Director Customer Services Assistants (3.6 FTE) Finance Officer (Level 2)* Business Services Co-ordinator Business Services Assistant Indirect reports: Finance Officer (Level 1)* Finance Assistant* * Note: The Link Finance Business Partner holds responsibility for all finance and accounting functions, working with the Board and Management Team to ensure delivery of Horizon s financial objectives. The Corporate Services Manager holds responsibility for ensuring the Finance team is an integral part of Horizon s corporate services team and for co-ordinating its line management.

4 PERSON SPECIFICATION EDUCATION & QUALIFICATIONS ESSENTIAL DESIRABLE METHOD OF ASSESSMENT Relevant professional qualification e.g. ILM, IoD Corporate Governance, MBA Form Evidence of continuing professional development Educated to degree level or equivalent professional qualification GENERAL COMPETENCIES Communication: Communicates ideas and information effectively, both verbally and in writing, ensuring messages are clear and understandable. Shares information openly and encourages a two way dialogue. Use appropriate language and style that is both relevant to the situation and to the people being addressed. Form Form Customer Centred Approach: Puts the person at the heart of the service and is able to understand both internal and external customers and service users needs. Recognises that customers and service users are unique. Takes personal responsibility for securing the satisfaction and well being of customers and service users. Shows perseverance and innovation in resolving problems. Encourages and maintains open, positive relationships with a wide range of people. Listens and communicates assertively to ensure mutual understanding. Innovation: Constantly strives to evaluate, question and improve how things are done. Views improvement as a continuous process. Creatively explores and applies innovative approaches to improve the quality and delivery of services. Leadership: The ability to lead, inspire and encourage others to meet business objectives whilst providing a clear vision and sense of purpose in all activities. Actively participates and contribute towards Project Teams, Committees and other working groups. Is supportive of colleagues, including secondees, placements and new employees.

5 Personal Effectiveness: Takes personal responsibility for making things happen and achieving results. Presents ideas clearly and persuasively. Willing to take responsibility in challenging circumstances or when things go wrong. The ability to recognise and control own emotions and to respond to situations objectively, even when under pressure. The self-confidence and flexibility to adapt own response to suit the needs of the situation or to respond flexibly depending on the other persons approach. Problem Solving & Reasoning: The ability to identify and resolve problems by gathering and analysing information from a range of sources, and make informed and effective decisions. Draws appropriate conclusions and considers the consequences of these decisions. Willingness to participate and contribute effectively to the team effort. Will put own interests aside when appropriate to meet the needs of the team. Information Systems: A functional understanding of Link s core information communication technology including Microsoft Office and Filestream systems. Ability to access and use personal computer software for effective communication and the management of information. Has a basic knowledge of PCs, including keyboard skills and will take active steps to update personal computer literacy skills and to support others when required. Working Together: Willingness to participate and contribute effectively to the team effort. Will put own interests aside when appropriate to meet the needs of the team. Takes positive action to build the team and works through conflict to achieve resolution. Makes other team members feel valued. Knows what their team aims to achieve, their role and the part they play and takes positive action to build the team mentors/coaches new employees. JOB RELATED COMPETENCIES Demonstrable track record of delivering high quality customer services. Relevant knowledge and experience of corporate governance. Relevant experience of leadership and management of a staff team. High standard of Information and Communication Technology literacy and all round knowledge of Microsoft office systems

6 Relevant experience of housing association governance. Demonstrable experience of developing and implementing new policies and procedures. Financially aware and able to manage and control budgets. form and form and Experience of conducting business systems analysis and process mapping exercises to streamline services. Experience of aligning business systems to operational practise to ensure customer focussed services. Experience of validating data to ensure integrity and legislative compliance. Ability to prepare and interpret complex data/reports and communicate these at all levels and use to determine service priorities. Full driving licence and access to a car form and Form

7 Summary of TERMS AND CONDITIONS OF EMPLOYMENT [Full-Time equivalent] Hours: 35 hours per week, normally worked Monday to Friday, however, a degree of flexibility will be required to meet the needs of the business. A flexi-time system is in operation. Contract: Permanent. Salary: Salary will be dependent on skills and experience. Salaries are paid on the 23rd of each month. An Inflation Related Pay Award is normally applied across the group annually in April. Pension: Horizon offers a Defined Contribution pension scheme with employer contributions up to 9%. Death in Service: Horizon also provides a contribution-free life benefit to all employees, equal to 4 x annual salary. Annual Leave: Annual leave is equal to 35 days per year including general and public holidays - rising by 1 day per year until maximum of 40 days after 5 years' service. Annual leave will be pro- rata for part-time staff. Travel: Authorised out of pocket travel expenses are reimbursed. Business car miles rate is currently 45p per mile. Support and Supervision: All staff will participate in our Performance Management System, which includes at least two formal Review Meetings with your line manager per year. Health & Safety: Horizon promotes a healthy working environment and achieves this aim by supporting an active, staff-led Health and Safety Committee.

8 CORPORATE SERVICES MANAGER - BACKGROUND INFORMATION Horizon Housing Association is a self-governing and asset owning RSL (Registered Social Landlord) and subsidiary company within parent company, Link Group Ltd. Horizon joined Link Group in November 2009, a pro-active step aimed at securing its vision and mission, including the continued and enhanced delivery of quality services for its tenants and increasing housing supply for disabled people, particularly wheelchair users. It is one of 4 subsidiary companies, including two other selfgoverning RSLs, Larkfield Housing Association and West Highland Housing Association. Horizon owns or part owns 861 properties in 11 local authority areas, of which approximately 25% are designed to wheelchair user standard. All are designed to maximise the inclusion of disabled people in their neighbourhood and wider community. Comprehensive housing management and maintenance services are provided for the rented housing, around 95% of our properties, with a more limited menu of services offered to sharing owners. In addition, we offer Care and Repair services supporting older and disabled home owners to remain at home, currently serving around 1000 people each year in West Lothian and over 1500 each year in North Lanarkshire. The role This is a new role that has been created to bring together the management of key support services, with an oversight of Horizon s regulatory, governance and legal responsibilities. This is an extremely varied role where you will manage, oversee or co-ordinate a range of corporate functions including: frontline customer services functions, ICT, human resources, office and facilities management, communications (website, social media and corporate and staff events). The role does not hold responsibility for finance or accounting functions but will line manage finance service staff, being responsible for their wider performance, development and motivation. You will be a key member of our Management Team, working at an operational level with other managers and at a strategic level with the Executive Team and Board to take forward our business plan. The Corporate Services Manager will lead the Customer Services Team (CST) and Corporate Services team, made up of Finance and Business Support staff, to deliver more joined up and consistent support to our core services. Although the CST currently operates separately from the Corporate Services team, the functions and operational issues often overlap, and this is an opportunity for an experienced manager to align the teams, achieving more efficient and effective organisational and customer services. The successful candidate will also act as depute Company Secretary, ensuring that Horizon s systems and frameworks for good governance are robust and effective, as well as maintaining and developing our relationships with our external stakeholders. You will work closely with members of the Management and Executive Teams, Board and colleagues in Link, with a key role to play in group-wide fora and working groups.

9 The role offers the advantages of working in a smaller association whilst also being part of the wider Link group, offering opportunities for partnership working and contribution to the achievement of the wider group objectives as well as scope for personal and career development. Key objectives will be agreed with the successful candidate, but in the first year will include: Aligning the finance, business services and customer service staff into one Corporate Services Team Enhancing Horizon s capacity to pursue its desired outcomes, with more streamlined and efficient working arrangements. Contributing to options appraisals for governance and organisational structures. Ensuring Horizon s ICT objectives, particularly in relation to channel shift, are integrated into new Link ICT projects. Development of a communications and marketing strategy and implementation of this. Review of group services Service Level Agreements. Maintaining and improving customer service responses. Introducing systems and processes for assessing customer service quality and efficiency, giving staff and customer feedback on customer service performance. The services we provide Horizon s properties are spread across 11 local authority areas from Ardrossan in North Ayrshire to Kelty in Fife. Developments range in size from 3 properties to 54 properties, averaging around 20. The average age of the properties is 14.2 years, with the oldest properties having been built around 1992 and the most recent in Some 25% of the properties are built to wheelchair user standard and over 50% of tenants are disabled or older people. Staff and offices Horizon has a full time staff equivalent of 33.6 staff, structured into small teams: Housing Services, Asset Management, Care & Repair Services, Customer Services, Business Support, and Finance. A majority is based in our Livingston offices, with the 5 staff that provide the North Lanarkshire Care and Repair service based at a sub-office in Cumbernauld. The Customer Services Team provides the first point of contact for our tenants and customers on the phone, taking responsibility for dealing with routine queries and requests, as well as providing administrative support to the Housing and Asset Management teams. The Business Services staff provide governance, PA and administrative supports to the Board and Executive team, as well as wider business supports and corporate administration services. The Finance team works with Link Finance Business Partners, including accountants, to provide the day to day financial services required for income and expenditure management and management accounting. An organisation chart is attached. March 2017

10 Horizon Housing Association Organisational Structure Managing Director x1 Operations Director x1 Customer Service Team (CST) CST X 2 Care and Repair CST X4 Horizon Asset Manager x 1 Housing Communities Manager x1 Service Development Manager x 1 Corporate Services Manager x 1 Asset Management Team Housing and Communities Team Care and Repair West Lothian Team Care and Repair North Lanarkshire Team CST X 2 CST X 4 PA & Business Services Coordinator x1 Business Support Assistant x 1 Finance Officer Level 2 Finance Officer Level 1 Finance Assistant

11 Data Protection Information Sheet You have been asked to consent to Horizon processing your personal and sensitive data for legitimate purposes. This document will explain what this means. What s the difference between personal data and sensitive data? Personal data is any information about an individual which could be used to identify them using the data, for example: Name Address Date of Birth Employee Reference Number National Insurance Sensitive data is any data which could be used in a discriminatory way, for example: Racial or ethnic origin Political opinions Religious or similar beliefs Trade union membership Physical or mental health condition Sexual life Commission or alleged commission of offences What is processing? The term processing covers every action associated with data, including; Obtaining Retrieving Altering Organising Sharing Deleting In what circumstances might my personal or sensitive data be shared? Legally, Horizon must share your details with Her Majesty s Revenue and Customs, the Department of Work and Pensions and any relevant Regulatory Bodies. All staff members are auto-enrolled in the Horizon pension scheme and with Westfield Health. A pre employment health check is conditional of your employment therefore you will be required to complete a pre employment medical questionnaire and send to our Occupational Health Providers.

12 If at some point during your employment you require an Occupational Health visit, Link will share details of your health as part of the referral. Horizon will also use staff data for reporting purposes and providing statistical analysis, however in this instance information cannot be attributed to individual staff members. Horizon Housing Association Limited is a registered society under the Co-operative and Community Benefit Societies Act 2015, Registered Number: 1827 R(S), Registered Office: Leving House, Fairbairn Place, Livingston, EH54 6TN. It is a Charity registered in Scotland, Charity Number:SC011534; a Registered Social Landlord with the Scottish Housing Regulator, Registration Number: HAL 128; and registered as a Property Factor Id: PF Part of the Link group 2017