Job description - Business Improvement Manager

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1 Job description - Business Improvement Manager Main Purpose of job The post has lead responsibility for optimising operational performance within the Operations directorate, and across the Society for Operations based on related activity This includes development and delivery of a strategic business improvement plan in line with organisational, Operations and Business Development priorities, focussing on delivering efficiencies and improving productivity and customer experience. Working collaboratively with the Operations Leadership Team and senior members of other directorates, most notably People and Organisational Development, Corporate Resources and Digital, the post holder will play a lead role in the design, scheduling and implementation of improvement projects, change programmes, systems, processes and ways of working for volunteers and employees, aligning and maximising their efforts, insight, talents and passion towards our vision. Acting as a champion for continuous improvement, the post will provide support and challenge to projects and programmes within the Operations Directorate to ensure continuous improvement acts as a key driver and measurable outcome. Position in the organisation The post will report to the Head of Business Development and be a member of the Business Development Team. S/he will also be a member of the Society-wide Management team The post holder will work closely with the Service Development Manager and National Business Development Manager and work collaboratively with senior managers across other directorates in particular with colleagues in the Project Management Office and Planning and Performance. Dimensions and limits of authority The post holder is responsible for: Supporting and where necessary leading and/or initiating, projects that meet the identified priorities of Operations. Supporting the Operations Directorate, including within direct service delivery, to reduce variation and waste in processes, so desired outcomes are achieved with better utilisation of resources, productivity is improved and efficiencies are achieved. Driving and where appropriate leading, delivery of change programmes to ensure business improvement. Identification and prioritisation of future areas/opportunities for Business Improvement through mapping and analysing business processes within Operations and beyond, where these interface with Operations, identifying and streamlining inefficiencies and designing appropriate solutions through robust stakeholder engagement Obtaining senior level sign off for improvements and to influence stakeholders to change ways of working

2 Development of comprehensive and innovative business solutions that deliver improved value for money and productivity across the Operations Directorate. Line management responsibility may be necessary. The post holder is not responsible for organisational wide project delivery or change management. Duties and key responsibilities Identifying and defining process improvements and efficiencies Define, measure and analyse business processes and identify root cause problems that create business inefficiencies within and across business functions Identify improvements and efficiency opportunities present in systems, processes and tools and, working with relevant directorates and leads, document requirements and draw-up business cases for ensuing projects and pieces of work Provide the Operations Leadership Team with timely, high quality, evidence-based analysis that will help shape strategies and plans Use analytical, communication and presentation skills to provide whole system and sector analysis Support the Head of Business Development, National Business Development Manager and Regional Business Development, in development of systems/processes to manage contract risk and produce a pipeline of business opportunities. Work with peers in Business Development and Service Improvement to map out analyse and redesign business/operational processes, thus ensuring improvements, efficiencies and cost effective service delivery. Support the development of processes to ensure the organisation can respond to emerging policy and changes in health and social care. Work closely with the Service Development Team to ensure SMART and efficient working practice and design of effective, efficient services and products. Planning approach and implementing solutions Structure delivery plans for major change initiatives to ensure new business capabilities can be delivered quickly, and that appropriate risk mitigation strategies are in place Support and as appropriate lead and/or establish effective project teams that draw upon expertise from across the organisation throughout the full project lifecycle Where required initiate, develop and manage project teams and liaise with senior level stakeholders Initiate, own and ensure successful completion of projects that deliver Operations efficiencies, meet identified need and address the challenges facing Operations.

3 Manage resources, including financial, project staff and external expertise as and if appropriate Build a comprehensive understanding of all related functional areas within the organisation and how their processes and resources interact with each other Communicating and influencing Engage and influence senior business stakeholders to take ownership for and to ensure the successful delivery of process improvement initiatives within their business area Where required, produce robust business cases to secure necessary resources. Prepare reports on operational activities and initiatives relating to business improvement. Establish measures of performance by collecting, collating and analysing data to evaluate success within their work. Establish a process of review and continuous improvement within Operational project and change programmes. Articulate information and key points clearly Present and undertake public speaking responding quickly to the needs of an audience and to their reactions and feedback. Partnership and collaborative working Identify inter-dependencies and the effect of how changes in Operations will impact across the organisation, or vice versa. Ensure there is synergy between the respective functions of Business Improvement, Service Development and Service Improvement. Work closely with the National Business Development Manager and regional Business Development Managers to ensure all Business Development processes, systems and procedures are fit for purpose and delivered desired outcomes in the most efficient manner. Manage interdependencies by ensuring that Business Improvement priorities align with organisational priorities. Exert positive influence over the performance of others, inspiring trust and fostering confidence in others ability to achieve high standards Work with senior managers and their teams to create a culture of continuous improvement Develop strong networks of support both internally and externally and to forge effective partnerships with external agencies, voluntary and statutory, and key stakeholders for the continuous improvement of activities

4 Support Business Development Managers, Service Development team, and Regional Operations to ensure they have robust information to promote and support quality service delivery that aligns with the services strategy, business plans, and internal/external quality frameworks. Support Service Improvement to develop Quality Assessment processes and reviews. Support Service Improvement Managers and User Involvement Manager in the development of involvement systems and processes. Support Business Development Managers and the Head of Volunteering in the development of systems and process to support volunteering, in particular where this will add value to contracted services Develop a set of impact measures for Business Improvement and working closely with colleagues, for the Business Development Function overall. People management and development Where requested, to recruit, support and manage Business Improvement Officers in line with all associated policies and procedures. Where requested, to be responsible for the line management of any business improvement volunteers Additional Responsibilities To adhere to all the Society s service standards, policies and procedures. To comply with the data protection regulations, ensuring that information on clients remains confidential. To be responsible for personal learning and development, to support the learning and development of others and the whole organisation. To work in a manner that facilitates inclusion, particularly of people with dementia. To implement the Society s health and safety policy and procedures, ensuring that all practices and procedures are undertaken in accordance with a healthy and safe working environment and that all staff and volunteers for whom you may be responsible are aware of their responsibilities in respect of their role, monitoring data and recommending action as required. To administrate and organise own work to ensure that it is accurate and meets quality targets, reasonable deadlines and reporting requirements. To follow the Society s management information guidelines and requirements, including ensuring appropriate monthly measures on service usage levels are collected and submitted on the services database or other systems in accordance with deadlines. This job description is not exhaustive and serves only to highlight the main requirements of the post holder. The line manager may stipulate other reasonable requirements. The job description will be reviewed regularly and may be subject to change.

5 Person Specification All of the following requirements are essential, unless marked with a * when they are desirable, and will be assessed from a combination of information provided from the application form and interview process. Education and qualifications A degree level or professional qualification in a relevant field. Qualification or substantial experience in project management Qualification in LEAN practice * Experience Substantial experience of structured project management (e.g. Prince 2) and able to demonstrate practical knowledge and application of project management tools and methods Experience of successfully delivering complex, mutli-site projects and managing project teams. Experience of identifying and organising resources. Experience of effectively monitoring performance against milestones and deadlines and taking account of changing circumstances. Demonstrable experience of how to turn strategic ideas and objectives into practical, well organised plans Substantial experience of successfully delivering organisational redesign and change management programmes. Can demonstrate experience in use of business analysis tools and methods to produce improvement. Experienced in use of tools and methodologies such as LEAN to identify waste and inefficiencies and develop action plans for improvement. Evidenced experience of developing business proposals within a framework for viability, sustainability and strategic fit Demonstrable experience of leading and inspiring individuals and teams, promoting teamwork and supporting personal development. Experience of influencing and gaining buy - in by developing effective relationships that give the best results Experience of working collaboratively within own teams and across different directorates or departments Experience of working in the provision of health and/ or social care or a related field Experience of the operating environment and the structural, legislative and policy context within which the organisation operates.

6 Skills Ability to successfully apply project management tools and methodologies, including the development and delivery of project plans, allocation of resources and implementation of appropriate milestones and performance measures. Able to use tools and methodologies associated with change management and to lead change management programmes. Skilled in use of business analysis tools and methodologies. Understanding of performance management and impact measurement and its application including to ensuring quality in own work. Strong interpersonal, presentation and communication skills Strong financial skills, with the ability to understand and develop budgets Flexible and adaptable, able to respond positively to change Ability to identify and mitigate against risk Ability to work both independently and on own initiative Ability to work effectively as part of a team Ability to influence and persuade internal and external audiences/stakeholders Ability to adopt a solution focused approach and the ability to make sound decisions under pressure. Able to plan, prioritise and deliver to tight or conflicting timescales *An understanding of Lean and/or Six Sigma Other Willing and able to travel throughout the country Willing and able to work flexibly (including occasional weekend and evening hours)* Able to act as a representative for the organisation with other bodies An understanding of Dementia and Dementia services. A demonstrable awareness of the added value volunteers can bring to the deliver of an organisations mission *The Society endeavours to make any appropriate reasonable adjustments required.

7 Value based competencies: Alzheimer s Society has a value-based behavioural framework which brings our values to life in everything we do. The framework is applied across the full employment (and volunteering) life-cycle. This includes individual objectives, appraisals, performance management, reward and recognition and personal and professional development. You will be given a full copy of the framework if appointed, as part of your induction. For this role, the key value based behaviours you will need to evidence in your application and which will be assessed during the recruitment process are: Inclusion: Consider and communicate the wider organisational and external context. Promote partnership and collaboration within and across teams. Challenge: Identify potential barriers to, and the risks of, change and seek ways to overcome and manage these. Keep abreast of external opportunities and challenges that impact on our work, making sure that we are able to re-prioritise our approach and resources rapidly and effectively. Excellence: Base actions on credible evidence, drawing on own and others expertise, experience and past lessons. Set, communicate and monitor the performance of my team/function against clear, aspirational service level agreements and performance indicators. Integrity: Work within and contribute to the development of our policies and procedures. Offer own expertise and experience wherever it can help others. Enabling: Empower people to perform to the best of their ability, sharing knowledge, skills, information and giving appropriate authority to enable others to make decisions. Contribute and invite new ideas and innovation in improving the way we work.

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