HOME GROUP LIMITED JOB DESCRIPTION

Transcription

1 HOME GROUP LIMITED JOB DESCRIPTION 1 JOB DETAILS Job Title: Head of Service Delivery Date: February 2017 Reports to: Director of Service Delivery (North/South) or Director of Maintenance (Scotland) Ref: HOMEJD490 2 JOB PURPOSE As a Manager within Home Group you are responsible for process, people and culture. You will play a key role in creating and sustaining a positive culture by personally role modelling the Home Group values and creating ways of working that enables others to do the same. You will specifically: To provide strategic leadership across service delivery (Supported, Rented & Leasehold) at Home Group, devising and meeting challenging operational performance indicators and delivering valued customer outcomes across your region. To deliver effective account management at a senior level across existing internal and external stakeholder relationships, working collaboratively with New Models of Care on identification of growth opportunities. To lead operational efficiency and continuous improvement across the three strands of service delivery within your region, and contribute to the core objectives of our strategy and business plan 3 DIMENSIONS Direct line management and leadership of direct reports with indirect responsibility for all colleagues within region across Supported, Rented & Leasehold. Accountable for regional performance and consistently efficient service delivery across Supported, Rented & Leasehold. Budgetary responsibility of up to 50m Regional management of property portfolio. Lead delivery of consistent, high quality services (driving our commitment to person centred support) to Supported, Rented & Leasehold customers, monitoring standards and being accountable for internal and external scrutiny and regulation of these.

2 4 ORGANISATIONAL CHART 5 KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED Substantial experience of leading and managing service delivery in a social housing (including rented and leasehold) or social care environment at a strategic level, with teams achieving high quality outcomes, compliance and innovation Extensive knowledge of statutory and regulatory requirements within your specialist area (supported, rented & leasehold) Experienced people manager with proven ability to monitor, manage and effectively challenge performance to achieve excellence in service delivery. Senior account management experience with a track record of building effective and valued relationships across a range of demanding internal and external stakeholders Demonstrable experience of managing projects, setting and achieving challenging KPI s and managing resources effectively to deliver value for money, high quality outcomes and continuous improvement Confident and credible leader and team player, intuitively collaborative and with track record of developing brilliant people and teams and demonstrable modelling of Leadership Valued Behaviours Ability to integrate the delivery of services to customers by working collaboratively and authentically across Home Group s three strands of service delivery (supported, rented & leasehold) Practical knowledge and experience of emerging challenges and opportunities within the market and new commissioning agendas Excellent verbal and written communication, negotiation, influencing and conflict management skills Ability to work within a flexible framework of responsibilities including broader geographical boundaries, evolving business opportunities, changing markets and increasingly sophisticated stakeholders A driving licence and access to a vehicle is preferable, as is the flexibility to attend

3 meetings out of hours and undertake national and regional travel 6 KEY RESULT AREAS Deliver high quality, efficient and commercial services valued by our customers and commissioners in supported, rented and leasehold, meeting key performance targets and delivering in accordance with agreed standards and policies Maintain and manage sustainable communities work to meet the diverse needs of existing and future customers, supporting economic and environmental sustainability. Work collaboratively with Heads Of across all areas of the organisation to deliver excellent customer service and ensure compliance To robustly manage team performance, setting effective objectives, assessing competency areas and supporting individual and team development through the Performance Management process Effectively manage projects in line with Home Group s project management methodology to achieve project objectives, working collaboratively with PMO Operate as process owner, ensuring relevant processes are adhered to, compliant and continually reviewed. As the senior maintenance customer for your region, work collaboratively with maintenance colleagues to ensure efficient delivery of works within your property portfolio Work collaboratively with Development colleagues in relation to asset management, sustainability, regeneration and investment in new schemes Effectively manage in life account management/relationship with internal and external stakeholders Accountable as senior escalation point for Incident Management co-ordination and resolution Proactively identify opportunities for and risks to New Models of Care growth and lead relevant transition of services in and out of your region as business develops Robustly assess and manage key risks across the various business strands. Proactively manage health and safety risks across all areas to ensure compliance with statutory and regulatory requirements. Formulate, manage and monitor budgets from a zero base to effect service improvement through efficiency gains Excellent account management delivering effective relationships across key internal and external stakeholders and working collaboratively to do so 7 COMMUNICATIONS & WORKING RELATIONSHIPS Internal: Directors of Service Delivery Heads of Service Delivery across all regions Business Development Customer Service Centre Director and Heads of Maintenance Heads of Development Head of Resource Planning and Management Director of Partnerships, Partnership Managers and Head of Tendering (New

4 Models of Care). Support Functions External: Customers Agencies and other providers (housing, health and social care professionals, benefits, welfare and advocacy agencies and landlords). Commissioners and Regulatory Bodies Central & Local Government Other Housing Associations and RSLs Contractors and consultants 8 SCOPE FOR IMPACT Provides strategic direction for Operations Managers and any other direct reports to deliver the day to day business across a broad and flexible geographical area and portfolio of existing and new services across supported, rented & leasehold. Account manages effective and productive relationships across existing external stakeholders, identifying risks and opportunities to Home Group s business strategy and growth agenda. Creates a working environment which engages and motivates others to work collaboratively to deliver consistently high quality, customer centred services across the three strands of service delivery. Leads and delivers national projects and activities across Supported, Rented & Leasehold and the wider business in order to achieve integration and continuous improvement in service delivery. Leads management of risks across all areas to ensure compliance with statutory and regulatory requirements. Delivers broad portfolios of work for the Group spanning Supported, Rented & Leasehold as required 9 CORPORATE RESPONSIBILITIES To take full responsibility for the health, safety and welfare of yourself and ensure that through your acts and/or omissions you do not affect your colleagues Actively follow the Group s Health and Safety Policy, Procedures and Safe Systems of Work. This includes following instructions and actively participating in training or development to ensure compliance and best practice in this area. To understand and follow all relevant policies and procedures that impact on learning activities To participate in all reasonable training, learning and development activity designed to support you in performing your role and supporting the development of your team To contribute to project groups or in other ways collaborate across the organisation to achieve our core objectives To promote equality, diversity and inclusion as an integral aspect of working at Home Group and lead by example in both actions and behaviours

5 To undertake any further duties as requested by your Line Manager commensurate with the level of your post JOB DESCRIPTION AGREEMENT Job Holder s Signature: Manager s Signature: Date: Date: