Role Profile Role Title: Head of Compliance Directorate: Housing Services Department: Property Services Team: Compliance Role Identifiers: - Career Ladder: Management - Level: Manager Level 3 - Function: Technical Speciality/Skilled Trade - Discipline: Technical Speciality/Skilled Trade Generalist/Multidiscpline Main Purpose of Role: Accountable for property health & safety compliance, servicing & inspection within the Hyde Group leading and operationally managing the Group s strategy ensuring it is aligned to business plan objectives and delivering an excellent customer focussed, value for money service. Ensure effective property health & safety compliance servicing & inspection delivery that meets Hyde s statutory, regulatory and policy requirements and is integrated with the wider Property services function. Outputs & Accountabilities Ensure that data is relevant and up to date and that systems are updated effectively and efficiently, ensuring that all statutory, regulatory and policy requirements are complied with at all times and any required certification is received in a timely manner, to the standard required and is recorded and stored correctly. Head of Compliance v1.1 December 2012 1
Set and achieve challenging targets for agreed KPIs in conjunction with the Director of Property Services Report on, and be accountable for performance against targets through the management and governance structure Monitor performance against external benchmarking Ensure that all contracts are managed to the same standards and that best practice is captured and disseminated Plan appropriate budgets to fulfil servicing, inspection and repairs plans and meet service standards in conjunction with the Director of Property Services monitor, manage and report on spend, ensuring services are delivered within budget drive through continuous improvement efficiencies to achieve improved value for money manage and monitor the delivery of Compliance Team budgets to ensure a value for money service is delivered to/for residents. Ensure effective liaison with residents in connection with Property Health & Safety Compliance requirements, activities, policy and advice. Deal with Stage 2/3 complaints as required, to include lessons learned and changes to process as a result, if required. Develop and maintain effective working relationships with all internal and external customers of The Hyde Group work with the Director of Resident Engagement to develop and implement effective resident engagement in Property Health & Safety Compliance, reporting regularly on performance to RACs. Work with Property Services heads of service to ensure there areas of operation are compliant, ensuring support and guidance is in a proactive and supportive role build effective professional relationships, management and reporting structures with contractors to ensure best value for money is achieved for the Hyde Group work with Director of Core Operations to ensure service provided to residents is of exemplar standard in line with service promise. Work with the Director of H&S to ensure overall compliance with legislation work closely with a range of internal stakeholders to include Finance, Service Charges, Resident Services and other teams within Property Services Lead, develop, mentor and coach the team, setting clear objectives and facilitate appropriate development opportunities in order to motivate and enhance the skills of the team to achieve a consistent, seamless service to the business. Head of Compliance v1.1 December 2012 2
Provide training and any required support tools in order to coach and equip individuals with appropriate business knowledge and skills. Manage and handle any performance related issues in a professional, proactive and effective manner, supporting other managers with escalated incidents. Motivate, empower and coach staff to achieve business targets and deliver a professional service. Ensure teams are kept abreast of, and adhere to, legislative, contractual, policy and process changes affecting their areas of work Ensure that all one to ones are carried out, and recorded, with all direct reports on a regular and agreed basis. Lead and develop the team so they become the centre of excellence within the group for H&S legislative compliance, stay abreast of legislation changes and provide timely updates to the Director of Property services Regularly monitor and review contractor performance to ensure standards are being met in line with agreed contracts, taking action where necessary in line with contractual obligations. Undertake all duties in line with Hyde s values, policies and procedures and regulations ensuing that the work undertaken actively promotes equality of opportunity and nondiscrimination. Ensure that all services have effective, innovative and up to date policies, procedures and systems covering all aspects of work. To work in conjunction with Risk and Governance to Ensure that these are operated properly in conjunction with the Risk Management framework, encompassing Health and Safety, Data Protection and demonstrate effective controls and compliance with all statutory, regulatory and policy requirements relating to the management of the Hyde Group. I agree to carry out the duties specified in the role profile: Signed Employee: Signed Line Manager: Date: Date: Head of Compliance v1.1 December 2012 3
Expected Competencies for Head of Compliance LEADERSHIP BUSINESS ORIENTATION AND STRATEGIC THINKING CUSTOMER FOCUS (INTERNAL AND EXTERNAL) CHANGE MANAGEMENT DELIVERY FOCUS PROBLEM SOLVING Decisive, highly focused and inspires confidence in others by role modelling appropriate behaviours Is open, honest and respectful and approachable to customers and staff Leads cross functional team working; seeks, encourages and values the ideas and expertise of team members Confidently communicates sensitive or unpopular messages to other staff, managers and key customers or stakeholders effectively Demonstrates in-depth functional expertise and broad business knowledge to achieve financial and operational objectives Manages high value risk and mid-long term reputational and regulatory risk; Evidences value for money ; Considers budgetary and financial constraints as well as business constraints when responding to customer needs Manages the balance between customer need (internal or external) and organisational priorities Is regularly involved in external networking and/or research to gather specific knowledge and information from the industry or sector Clearly understands the strategic landscape in their own area to deliver the organisational strategy Meets, maintains and enhances relationships with (internal/external) customers relating to day to day operations Delivers a good quality service to customers, understanding and anticipating the needs of customers Checks customer satisfaction and addresses areas of poor service, proactively seeking to find new ways to involve customers/end users Implements/conducts structured feedback from customers (internal & external) to highlight problem areas; initiates changes where necessary Understands and manages organisational change, including the negativity of others Supports the implementation of change effectively ; actions change may lead the roll-out and implementation of change effectively Gains engagement of others in any changes being implemented Looks for and instigates change and improvement ; actively and continuously drives and shapes change to ensure the right outcomes Takes ownership and delivers on expectations and shorter-term commitments under supervision Shows a clear sense of priority in actions and schedules realistic timeframes and deadlines for others; following up to ensure completion Steps outside the mandatory requirements of their role; highlights inefficiencies and suggests improvements Coordinates resources to meet mid to long term objectives Leads cross-functional or external projects to bring improvements Solves multi-dimensional problems by seeking to understand the underlying or root causes; focuses on outcomes rather than processes Recognises, gathers or gains access to important information using appropriate resources Creatively and logically solves problems, giving consideration for financial and risk implications Resolves complex problems that have implications beyond own area Considers the business case when making decisions. Conveys/presents messages clearly and effectively COMMUNICATION, Prepares and provides accurate and timely written and verbal communication, NEGOTIATING, adapting styles of communications to different audiences INFLUENCING Is credible, and confident in their specialist field or operational area Handles difficult conversations and aggressive challenges confidently Gains agreement when discussing or explaining difficult issues within their work area Effectively persuades and influences senior stakeholders to accomplish operational objectives Sets clear expectations and actively manages and monitors performance against PERFORMANCE set goals and/or KPI s Head of Compliance v1.1 December 2012 4
MANAGEMENT AND COACHING Holds regular one-to ones and team meetings; coaches and provides other managers with regular feedback Offers support and encouragement when needed and consensus Handles and manages performance-related issues in order to achieve resolution Takes active interest in their team members management skill Head of Compliance v1.1 December 2012 5