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Interim Assistant Director of Quality Improvement

REED Talent Solutions
Job LocationManchester
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract, full-time

Job Description

Acting as deputy to the Director of Operations and Quality, the post is responsible for reporting and forecasting for the operation maintaining oversight of budgets and staffing and influencing the operation to continuously improve performance. The role is also responsible for development and implementation of an effective quality assurance framework ensuring a high-quality service to internal and external customers, accountable for leading a team focused on operational policy development and implementation in support of the casework service delivery model; quality assurance including standards and compliance; leading change and continuous improvement and operational business planning (including workflow, productivity and capacity management).Main Duties:

  • Works cross-functionally with colleagues to consolidate performance and reporting at all levels to provide assurance that operational performance targets can and are being met and to assure quality and customer experience standards are achieved.
  • Leads and manages change and continuous improvement across all operational delivery areas championing new ways of working and improving the efficiency of casework flow and customer service.
  • Leads operational policy development and implementation working collaboratively through the Service Model Policy Working Group.
  • Takes personal responsibility for the quality assurance framework and the integrity of all quality, case assurance and planning provided to the operation including assurance of the effective delivery of the business plan and corporate reporting.
  • Manages team performance effectively, coaching and developing individuals and the team to build competence and continuous improvement - addressing under-performance promptly and fairly.
  • Leads key operational projects and activities in support of business plan objectives.
  • Leads on risk management for the department and manages risk effectively and strategically in line with agreed policy and practice.
  • Develops resource requirements and maintains oversight of operations budget and staffing in line with forecasting and uses resources to achieve maximum efficiency, effectiveness and value for money making evidence based proposals to address changes and new areas of activity.
    • Experience and qualifications required:
  • Educated to degree level in Business or other relevant subject or has equivalent experience.
  • An understanding of the services PHSO provides, the Ombudsman’s role and the strategic context and framework within which we operate.
  • Knowledge of Public Administration (central government in particular) or the NHS and the context in which it operates.
  • Good technical knowledge, including quality assurance, policy development, budget management, culture and process improvement techniques, back office systems, management information/reporting tools, work force management systems.
  • Significant experience of operational policy, quality, performance and improvement teams
  • Leadership and Management at a senior level working with senior colleagues internally and externally
  • Significant experience in forecasting & capacity planning, management Information and Quality assurance within multi-channel front and back office organisations
  • Leadership of change and improvement experience at a senior level
  • Evidence of managing to deliver quality assurance and good customer experience
  • Risk management
  • Experience of developing and managing budget and resources
    • Apply today to avoid missing out! Required skills
  • Budget Management
  • Quality Assurance
  • Strategic Planning
  • Leading Change
  • Team Performance

    • Keyskills :
    Budget Management Quality Assurance Strategic Planning Leading Change Team Perfmance

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