Business Support Service Development Manager

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1 Job Profile Job Title: Business Support Service Development Manager Date Completed: 17/12/2014 Job Reference Number: T5CS0021 Tier: Tier 5 Job Band: Band 6 Functional Area: Corporate Services Accountable to: Head of Business Support Job Dimensions: No direct budget impact but matrix management of project resources, as required The Role: Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK and is undergoing significant transformational change to further enhance customer focus, service and delivery. This is a demanding role that will manage the development and delivery of change and business improvements for Business Support. To develop strategies to meet service priorities as identified in the business plan and enables the delivery of them through provision of high quality service development. The post holder will operate at a strategic level to develop innovative solutions which deliver successful cost-effective outcomes to ensure that excellent levels of customer satisfaction are maintained Experience of working collaboratively with a wide range of partners and an ability to manage change in a large and complex organisation will be essential. This issue: 01 October

2 Job Purpose Summary: Lead and manage the change and continuous development of business opportunities within the Business Support service To be collectively accountable with other senior managers for the strategic leadership of Business Support across ECC, ensuring service improvement and delivery in accordance with service plan priorities and targets. To manage the development of future solutions across the key functions of Business Support anticipating and meeting the needs of a customer-focused service. Represent the service on a wide range of separate projects, as part of the overall Transformation programme including engagement with a complex array of stakeholders Key Responsibilities and Accountabilities: Core Accountabilities Understand the needs of your customers and deliver the best possible outcomes through exemplar behaviour in accordance with ECC s Values and Core Organisational Behaviours. Work flexibly and collaboratively across structural boundaries in support of key outcomes. To contribute to development of organisational capability by taking ownership of your own development, including identifying and taking part in training and development activity and responding to feedback on performance. Thinking creatively, challenging the norms, and constructively challenging those around them (including those more senior) to ensure continuous improvement, commercial astuteness, and inspire the same in colleagues. Take responsibility for identifying and actioning areas of risk including Health and Safety and Business Continuity. Work as part of project or process teams as required under the new operating model, ensuring excellent cross functional output. Role specific accountabilities Deliver outcomes to implement the service priorities in line with the business plan and to meet the requirements our customers Support, influence and lead projects within the development and future running of the Business Support Model and ensure delivery of the business targets. Lead on a process re-engineering programme to support the introduction of the new service delivery model and provide improved value for money. Identify and introduce new technology to help process re design and ensure efficiencies across Business Support. Work with Account Managers to establish and maintain effective relationships with other

3 functions, and customers and work with them to establish new and improved ways of working ensuring that value for money is delivered. Ensure effective communication and engagement with all key stakeholders on designing future solutions for improved quality and efficient services. Support corporate and directorate initiatives to identify and implement business efficiencies and work with service areas in rolling out these efficiencies. Understand impacts of any changes on the functional services and work with the account managers to mitigate this. Develop clear standards for performance that drive step change in efficiency of support operations including KPI s and Service level agreements. Understand dependencies and links with other ECC initiatives underway and ensure a cohesive approach e.g. TCS, Property, Customer, SCCM, Internal helpdesk Regularly benchmark the performance and operation of ECC Business Support against other organisations Work with partner organisations and external suppliers to identify opportunities for jointworking and shared services Develop and manage a workforce development strategy to underpin the capability improvement of the Business Support workforce Knowledge, Skills and Experience: Strong interpersonal skills, sound experience in leading mixed teams and a proven ability to direct, guide and motivate staff to deliver outcomes. Relevant professional or academic qualification (degree and/or professional qualification or equivalent by experience Track record of delivering significant change programmes at senior management level, preferably gained within a large complex organisation. Comprehensive understanding of project management and demonstrably able to develop strategy over the medium to long term. Demonstrable experience and competence of MS Office applications and their Practical application. Ability to communicate in a manner which is easily understood and tailored to meet the needs of the audience. Excellent understanding of modern business practices, including the application of ICT and the provision of administrative support. Excel, PowerPoint and Access. Experience of working in a large complex organisation and experience of local government are both highly desirable. Able to work interpret complex business requirements and be able to apply logical and analytical thought to business issues. Competencies and Behaviours: The postholder must behave in accordance with ECC s Values and Behaviours. Leadership Behaviour Matrix. These behaviours are intended for ECC leaders, those managing the organisation and first line managers.

4 CLEAR By inspiring a common sense of purpose and direction across ECC and by being definitive about the contribution that you and your team need to make to support ECC in the successful delivery of outcomes for the Essex community. DECISIVE In applying commercial judgement to make decisions that will deliver cost efficient and effective results for ECC and outcomes for the broader Essex community. ACCOUNTABLE By visibly displaying your commitment to cross organisational success and in accepting full responsibility for the contributions of you and your team to this success. INNOVATE By giving freedom to others to improve the performance of ECC by challenging the status quo and providing enough scope for individuals to experiment with new or innovative solutions. TRUST By building a strong and capable team, confidently setting the direction, clearly articulating the measures of success and then trusting your team to deliver. RECOGNISE By genuinely valuing the contribution of others and using formal and informal methods to encourage their unique contributions and recognise their achievements. INFLUENCE By respectfully taking into account the views of others in effectively representing the position of ECC in the establishment of commercial partnerships that deliver the best outcomes for the wider Essex community. ASTUTE By demonstrating an ability to understand and respond to the complex, evolving political, economic and social environment within which ECC operates. DELIVER By setting clear goals that cascade from the key ECC outcomes, by consistently meeting quality standards and deadlines and by looking for ways to succeed no matter what the challenge. DRIVE

5 In displaying genuine passion and enthusiasm for the achievement of ECC priority outcomes and proactively seeking ways to address issues that that may hinder the achievement of these outcomes. SELF-AWARENESS In being aware of how your behaviour, personality and operating style impacts on others and using this awareness to find the best way to work with and lead others. IMPACT By leveraging your natural leadership style to inspire others to work with you and to promote a culture at ECC that encourages achievement and regularly celebrates growth and success. Work Style: Office based. An office based employee will spend most of their working time at a desk. They will rarely attend meetings and are unlikely to be away from the office. They may, however, work flexibly on an infrequent/ad-hoc basis. Flexible office based. A flexible office based employee will have a main base but will either attend regular meetings, and/or work flexibly on a more frequent basis. Mobile. A mobile employee has a nominated ECC base but spends at least 50% of their time working flexibly. Home based. A home based worker has no nominated ECC base and spends at least 80% of their time working at home. Safeguarding: Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment. Role Requirement: This role does not require a DBS (CRB) check. JP Owners Signed Date

6 Pre-employment Checks: Role Requirement: Not working with children or vulnerable adults, in a specified place or a specified post. Pre-Employment Check Self Declaration (Unspent convictions only) Definition A declaration of unspent convictions must be completed by all employees who do not work directly with vulnerable adults or children. References A minimum of two employer references will be required - one of which must be the last employer. Any gaps of 4 weeks or more will be explored by the manager at interview stage. Where requested by the manager additional character references will be taken up. Medical All new recruits are required to complete a medical health declaration. ID/ Eligibility to work in the UK Proof is required in line with UK Visa and Immigration requirements and original documentation will be sought i.e. passport or full birth certificate. Regulatory qualifications and professional registration (subject to role) Original qualification certificates and proof of registration with a professional body is required (if applicable). Protocol Check (SCF - Children s Social Care Team only, now known as Family Operations) A check against the individuals name on the Social Care electronic database will be administered. Safer Recruitment Consultant Signed Date

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