JOB DESCRIPTION. Programme Manager Service Transformation. Circa 40-45k per annum. Head of Service Development. Continuous Improvement Manager

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1 JOB DSCRIPTION Job Title: Department: Salary Band: Reporting to: Direct Reports: Location: Programme Manager Service Transformation Services Circa 40-45k per annum Head of Service Development Continuous Improvement Manager London About us Independent Age is a charity founded over 150 years ago to provide older people and their families with clear, free and impartial advice on the issues which matter to them. In 2015 we began an ambitious 5 year programme to greatly increase the impact of Independent Age by significantly expanding our services and campaigning activities. By 2020 we aim to: Have increased our support for the most vulnerable and in need by tenfold Distribute our resources to over one million people annually Respond to over 100,000 enquires each year Double the number of regular visits and calls to lonely older people Increase our influence on government Our values Work Together "We work together internally and with outside partners to achieve big results" Trust and Respect "We act with honesty, openness and integrity and recognise the contribution each of us makes" Older People and Independence "We put older people at the heart of everything we do" Think Big "We are bold, willing to take responsibility and to adapt Be ffective when we need to" "We deliver a high quality service, using our resources well to deliver value" Job Purpose This role is a new position within a newly created team responsible for quality and service development across all Independent Age service areas. The postholder will February

2 facilitate effective programme management and reporting within the Services Directorate working across service development, quality implementation, coproduction initiatives as well as the design, implementation and review of a range of systems and processes that support service delivery. This role will be within the Services Directorate, but working closely with the organisation s wider systems infrastructure teams, to implement programmes that transform the delivery of our current systems and processes to ensure effective service delivery. The role will lead on reviewing systems and processes for our current services, managing and directing the work of the Continuous Improvement Manager who will have the responsibility for ensuring we have the right processes to support service delivery. The role will ensure that project management methodologies and tools are embedded within the culture of the Directorate, through training and engagement. Strong interpersonal skills are essential along with the ability to be creative and confident when working in partnership with others. A clear analytical mind with experience of developing systems and process that support service delivery and a vision for innovative ways of working are necessary. An outstanding knowledge of system and process tools and practice are required to ensure Independent Age continues to drive research, policy and service delivery to achieve positive outcomes for older people. Main Duties Reporting to the Head of Service Development and working closely with multiple members of the team and organisation this role will: Have responsibility within the Services Directorate for the successful development and implementation of key systems and process development project work streams which meet the Charities strategic objectives. nsure that there is synergy and compliance with the wider organisation s systems within the Services Directorate. Work effectively, creatively and collaboratively alongside the wider organisation s systems infrastructure teams to ensure positive outcomes for older people are delivered, through the adoption and use of highly effective and efficient systems within the Directorate. Deliver a clear and effective Project Management approach to ensure the functionality of a range of Services Directorate Systems are of high quality including refining and enhancing current systems and a range of current and future technological innovations that support business needs. Manage dependencies across all stakeholders and contributors to the systems and processes within a project to ensure they are kept involved and up-to-date at all stages throughout the project life cycle. 2

3 Track, prioritise and resolve issues and risks to systems and processes throughout the delivery process, giving advice on options to the Programme Manager and other key stakeholders to help inform decisions. Review projects delivered and log any lessons learned to enable the project cycle and process to be improved in the future. nsure all projects undergo a thorough QA and approval process so that projects are delivered error-free and to the highest quality. nsure and advise on expenditure and project budget to ensure it is managed effectively throughout the project, escalating with the Programme Manager / Head of Service Development if costs exceed the agreed budget nsure that all key stakeholders expectations are maintained by feeding back timely and concise status reports outlining outstanding actions, issues to be resolved and tracking against key milestones. Work alongside a wide number of project sponsors, project managers and project teams in critical activities e.g. workshops, governance events, communications, resourcing reviews, etc. Champion project management processes within the team and wider Independent Age services and directorates to help embed, improve and refine them to meet the organisation s business objectives. Work with and support internal colleagues to inform the development of evidence-based, innovative, sustainable, fully evaluated and costed service models. Undertake any other duties deemed appropriate by the Assistant Director Quality and Development or designated manager. Other Duties Travel across the UK as required including overnights. 3

4 PRSON SPCIFICATION Criteria Requirements ssential () Desirable (D) Degree or equivalent vidence Source: Application (AF) Interview (I) ducation & Qualifications Recognised National Project Management Qualification 4

5 Substantial experience and knowledge of how to test, develop and deliver key systems and their accompanying processes in a high volume UK-wide service environment that enable service delivery outcomes to be achieved. A successful track record of project management delivering at all stages, reporting, ideas generation/conception, initiation, delivery and completion with a diverse range of stakeholders and project managing cross-divisional work. xperience & Knowledge xperience of driving change using a range of approaches and tools that support the day to management of information xperience of working with evaluation methodologies in an outcomes and impact focused organisation xperience of leading and presenting at events e.g. conferences, workshops, seminars. Thorough understanding/experience of using insight from data and research to add value. Financial, contract and risk management. Knowledge and understanding of the role of statutory, voluntary and private sectors in relation to service provision for older people and a keen understanding of issues faced by older people. D 5

6 xcellent organisational and planning skills with the ability to prioritise workloads, maintain systems, manage competing demands by working calmly and confidently under pressure to meet systems development deadlines. Proactive, collaborative, creative and flexible approach to identifying and taking forward opportunities, shaping new ideas and partnerships with the ability to analyse and solve strategic and operational problems. AF/ I Skills & Abilities xcellent inter-personal, negotiating, influencing oral and written communication skills with a flair for adapting tone and message for different audiences with presence and authority. xcellent team working skills along with an ability to use own initiative to take action to design activities and programmes of work with a practical commitment to user, needs-led services. Strong ability to analyse issues and problems systematically, gather broad and balanced inputs, draw sound conclusions and translate those into timely programmes of action. A commitment to high standards in own and in others work with a strong attention to detail. Numerate and comfortable in dealing with financial information alongside excellent IT skills including use of Microsoft Office, data analysis and visualisation programmes and CRM databases. 6

7 Terms and conditions of employment Job descriptions cannot be exhaustive and so the post-holder may be required to undertake other duties which are broadly in line with the above key responsibilities. Independent Age is committed to equality of opportunity and of eliminating discrimination. All employees are expected to adhere to the principles set out in its qual Opportunities Policy and all other relevant guidance/practice frameworks. Tenure: Permanent role Hours of work: Full time (35 hours per week) Holidays: 28 days per annum, pro rata for part-time staff. This includes three days to be taken over Christmas when the office is closed for a week Bank holidays: ight bank holidays per annum, pro rata for part time staff Pension: Independent Age operates a pension scheme which employees are eligible to join. Life assurance: Members of the pension scheme are eligible to receive five times their annual salary for death in service Season ticket loans: An interest-free season ticket loan is available to all staff on completion of their probation period 7