Application Information Pack Membership Business Analyst

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1 Application Information Pack Membership Business Analyst

2 Introduction to Girlguiding Thank you for your interest in the role of Membership Business Analyst. This document provides information relating to the above vacancy and should be used for information purposes only. The information does not form part of the terms and conditions of employment. Girlguiding is the leading charity for girls and young women in the UK. Thanks to the dedication and support of 100,000 amazing volunteers, we are active in every part of the UK, giving girls and young women a space where they can be themselves, have fun, build brilliant friendships, gain valuable life skills and make a positive difference to their lives and their communities. We build girls confidence and raise their aspirations. We give them the chance to discover their full potential and encourage them to be a powerful force for good. We are a registered charity with a Royal Charter and Bye Laws. Our income comes from: Membership Subscriptions Trading Income Fundraising Investments We have over 240 employees based throughout the UK: at our Headquarters in central London, Trading Service in Cheshire, and Training and Activity Centres in London, Hampshire, Sussex and Lancashire. In 2014, Girlguiding had more than half a million members including both girls and adults. We are a member of WAGGGS (World Association of Girl Guides and Girl Scouts); which operates in 145 countries and has 10 million members.

3 Organisational chart Chief Executive Interim Director of Strategic Resourcing Director of Guiding Services Director of Communications & PR IT Services Finance Human Resources Projects Trading Service Training & Activity Centres Youth Programmes Quality & Membership Development Volunteer Support Digital & Creative Communications Fundraising & Marketing PR & Advocacy Executive Directorate SMT

4 The role of Membership Business Analyst Girlguiding is in the first year of an exciting 5-year strategic plan which comprises of 4 themes: excellence, voice, access and capacity. Under the capacity strand, a project has been initiated to redevelop Girlguiding s management of contact data using a customer relationship management (CRM) approach with MS Dynamics CRM as the platform. The project will include developing a new approach to managing Girlguiding membership data. This role will involve co-ordinating the membership/business process stream of work within this project and providing project support to the CRM Project Manager. The post will provide insight into membership and business processes, gained from working with stakeholders, to contribute to ensuring the successful delivery of a fit for purpose CRM system that provides Girlguiding defined benefits. The post will involve working in partnership with adult volunteers (both individuals and consultation groups), Girlguiding staff and potentially external suppliers. The post holder will have excellent document analysis and authoring skills, as well as the ability to work on own initiative with minimal supervision. Due to the nature of the work, regular weekend and evening working will be required, at sites outside of London on occasion, for which time off in lieu will be taken. Applications The closing date for applications is Friday 04 September 2015 at 9am. Please complete the application form and equal opportunities monitoring form and return by to Alternatively, post to Human Resources, Girlguiding, Buckingham Palace Road, London SW1W 0PT. Candidates will be shortlisted on the basis of the application form. Those who are successful at this stage of the process will be invited to attend an interview. Unfortunately we are unable to give feedback to those who are not shortlisted; however, we will, if required, provide feedback to those who have attended an interview. Interviews Interviews will be held in the week commencing 07 September 2015 at Girlguiding, Buckingham Palace Road, London SW1W 0PT. Please note that it is not Girlguiding s policy to reimburse applicants in respect of travel expenses to attend interviews.

5 Job Description Basic job details Band: 19 Job Title: Membership Business Analyst Reports to: CRM Project Manager Overall purpose of job Girlguiding is in the first year of an exciting 5-year strategic plan which comprises of 4 themes: excellence, voice, access and capacity. Under the capacity strand, a project has been initiated to redevelop Girlguiding s management of contact data using a customer relationship management (CRM) approach with MS Dynamics CRM as the platform. The project will include developing a new approach to managing Girlguiding membership data. This role will involve co-ordinating the membership/business process stream of work within this project and providing project support to the CRM Project Manager. The post will provide insight into membership and business processes, gained from working with stakeholders, to contribute to ensuring the successful delivery of a fit for purpose CRM system that provides Girlguiding defined benefits. The post will involve working in partnership with adult volunteers (both individuals and consultation groups), Girlguiding staff and potentially external suppliers. Main areas of responsibility Analysis & Process Improvement To analyse and document complex membership and business processes To create high-quality process and project documentation in business English To research and recommend improvements to processes To work with Volunteer Support Team and IT to implement process improvements to current systems, as approved, while new CRM system is in development To identify, quantify and document savings and other benefits resulting from these improvements Project Management and Co-ordination To undertake project co-ordination tasks as required by CRM Project Manager To manage and/or co-ordinate ad-hoc groups of volunteers and staff involved in the project, including organisation of stakeholder workshops To facilitate meetings between volunteers, staff and potentially external suppliers Specialist Support To provide background information, training and problem solving support about current Girlguiding membership systems to the CRM Project Manager To participate in the provision of relevant process or software application training Business Staff Support To assist CRM Project Manager in preparing Functional Specifications and other project documentation as required To undertake any other duties appropriate to skills and experience.

6 Knowledge and skills To be able to understand the membership and business process issues that affect Girlguiding To communicate clearly, in business English, with colleagues, volunteers and potentially suppliers To have excellent document analysis and authoring skills To be able to work on own initiative with minimal supervision To ensure appropriate staff and volunteer involvement in the Girlguiding CRM project and to ensure timely delivery of agreed goods and services. To prepare and maintain project documentation. Problem solving To be able to study and evaluate a wide range of membership and business process problems To be able to manage the implementation of solutions where required To be able to recommend and test solutions across technical and business platforms To be able to recommend solutions based on extensive experience, business and technical knowledge To identify and recommend more efficient working practices within the remit of the project brief. Innovation To be able to evaluate and propose innovative solutions to technical and membership/business process problems, including the recommendation of new ways of working To be able to use advanced knowledge of membership systems to identify, advise on and implement improvements in the way they are used To be skilled in product / solution research, investigating new areas of technology and analysing how they may be able to provide solutions to existing business issues Planning & decision-making To be able to plan and execute project work with minimum supervision To be able to work effectively in timescales ranging from days to several months, planning and adapting workload to meet changing needs To be able to apply problem solving techniques and critical thinking skills to understand and appreciate issues in detail from multiple viewpoints

7 Interpersonal skills To have excellent verbal and written communication skills To be able to communicate in both business and technical language, and to facilitate / translate between the two To be skilled at creating and delivering clear business process and supporting documentation To be able to listen, understand, advise and negotiate in a flexible way to meet individual requirements, applying appreciation and sensitivity of customers needs. People development and leading To manage project resources including members of the Girlguiding CRM project team, volunteer stakeholders, and external contractors. To demonstrate and promote the application of good project management and business analysis disciplines across Girlguiding teams wherever appropriate. To design and facilitate stakeholder workshops. Monetary responsibility: To manage elements of the project budget allocated to deliver required work packages (eg. consultation events). Additional information This is a key post at a time when Girlguiding is looking to improve its membership processes and systems, and utilisation of data. The Girlguiding CRM project will require this role to be part of a team comprising a unique blend of strategic thinking, sound project management approaches, and flexibility to deliver the aims of Girlguiding. The post will include travel around the UK and some out-of-hours work. To undertake any other duties that may reasonably be required to fulfil the duties of this post.

8 Person Specification Criteria Assessment Essential or Desirable Skills Able to understand and/or develop membership and A, I Essential business processes, and document them in business English Able to work with volunteers and staff effectively to A, I Essential capture their requirements Able to plan and prioritise work A, I Essential Able to work accurately, and with attention to detail A, I Essential Experience of: Involvement in CRM or membership database A/I Essential implementation project Analysing and documenting membership and/or business A/I Essential processes in business English Producing simple project briefs, functional specifications A, I Desirable and other relevant project documentation Implementing new business processes A, I Desirable Working with internal customers at various levels of an A, I Essential organisation Producing internal reference material for customers A, I Desirable Working in partnership with volunteers A/I Essential Knowledge of: Project management methods A/I Desirable Microsoft Office applications A/I Desirable Business analysis techniques and standards A/I Desirable The relevance of the Data Protection Act and other legislation on business processes and practices A/I Desirable Values Commitment to the aims of Girlguiding A/I Desirable An appreciation of equal opportunities and its impact on the work of the organisation A/I Essential A = Application Form I = Interview T = Test

9 Terms & Conditions Contract Type This post is a full-time, 2 year fixed term post. Location You will be based at Girlguiding, Buckingham Palace Road, London SW1W 0PT. However, on occasions you may be required to perform your duties, on a temporary or permanent basis, from any other Girlguiding premises within a reasonable travelling distance of this location. You may be required to travel inside the UK on business of the Charity. Salary/Rate Your salary for the position is 33, per annum (includes London Weighting). Working Hours Normal hours of work are Monday to Friday 9am to 5pm with one hour for lunch. However, you may be required to work at times other than and in addition to your normal hours of work. Probationary Period The post will be subject to a probationary period of 26 weeks. Medical Check Upon successful appointment, you will be required to complete a medical questionnaire. Employment is subject to satisfactory receipt of a medical check. Holidays 25 days paid holiday per annum plus bank holidays. This increases after two years services as on 1 January to 26 days, and then a further one day for every two years of service, up to a maximum of 30 days for 10 years service and above. Holidays and bank holiday allowance will be pro-rata for part-time and fixed-term employees.

10 Terms & Conditions Notice Period During the probationary period, the period of notice required is one week by either party; and 12 weeks thereafter. Benefits Pension Scheme Upon completion of three months service you will be eligible to join the Girlguiding Group Personal Pension scheme. The scheme is contributory. Full details are available from Human Resources. Interest-Free Season Ticket Loan You may apply for a loan to assist you with your journey to work upon successful completion of the probationary period. Simply Health You will have access to a voluntary healthcare plan that provides cash to employees to cover the cost of everyday healthcare, dental and optical bills. For more information regarding the employee benefits at Girlguiding, please refer to the Employee Benefits Guide in the benefits section of the website.

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