Interim Head of Performance/Grade 7

London, South East
£850 - £900 per day
24 Nov 2021
27 Nov 2021
Professional / Specialist
Contract Type
* Travel- Yes. Travel may be required to our Area Offices at London, Peterborough, Newport, Liverpool, Glasgow and Belfast. Also depending on the need, visits to the sites of our suppliers at various locations in the UK may be necessary
* No weekend working

Brief description and summary of the engagement:
Specific focus will be on providing operational performance management and reporting during a period of considerable operational pressure with forecasted record demand levels for the organisation. The post holder will actively engage with Casework leads across the 7 main Application Processing Centres across the UK to manage operational performance and ensure productivity and quality are meeting expected levels and driving performance improvement. Postholder will also be involved in attending and contributing at senior management meetings within Service Delivery to provide feedback on business performance against agreed service standards and elevating performance issues. Postholder will also assist with the leadership and management of the Workflow Planning and Performance function.

Detailed deliverables for the engagement:
( priority with '1' being highest priority)

1. Provide accurate and concise oversight reporting of operational performance across Service Delivery.
2. Drive improved performance focus and tracking with Casework, leading the daily, weekly 'battle rhythm' with leads from the 7 main processing centres, ready for the expected demand surge from start of 2022. Includes setting rhythm for data driven performance analysis across two operating systems (digital and legacy) to support appropriate challenge and ensuring clear routes for escalation, linked to wider Service Delivery Governance.
3. Close engagement with Customer Insight and Customer Service Management colleagues to triangulate the impacts of performance on Customer behaviour including contacts and complaints and identify tactical levers to release pressure.
4 Close engagement with Policy, Guidance and Transformation colleagues to ensure impacts of BAU change are systematically assessed to avoid unplanned performance impacts.
5. Provide strong leadership for members of the Performance Team and as a senior leader within the wider Workforce, Planning and Performance function.

Detail skills (including specialist skills) and/or knowledge required:
(priority with '1' highest priority)

Strong sector knowledge covering:
1) Experience of analysing complex data sets and interpreting into clear and concise reports appropriated for senior level audience.
2) Experience of leading performance across network level operations working with multiple sites leads.
3) Strong communication and engagement skills and able to deliver difficult messages with clarity and sensitivity whilst respecting the diverse interests and opinions of others
4) Excellent report writing skills. Ability to document findings and recommendations, appropriate for SCS level decision making.
5) Ability to develop, and implement utilising management information to monitor overall effectiveness and optimise end to end operational performance
6) Strong analytical background and proficient in Excel and other Microsoft packages

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