Service Improvement Lead

at  NHS Business Services Authority

In this role, you are accountable for: Taking a lead role in prioritising work and working alongside the Senior Product Owner and Product Team to deliver continuous improvement in the NHS Workforce Recruitment Services. Working with customers, digital delivery teams and internal departments to ensure the service meets user needs. Leading within the service on user acceptance testing, ensuring robust processes are in place and changes are tested internally and externally with our customers, including bug fixes, improvements and new system functionality. Implementing standards and policies, pro-actively identifying and proposing improvements to meet changing user needs.
Applying recruitment and HR subject matter knowledge and expertise to support the delivery of the NHS Jobs service. Having an in-depth knowledge of the NHS Jobs system. Working with the Training and Support Managers to update user guides and in system web-pages and tools to communicate change. Supporting our contact centre colleagues by actively monitoring and triaging customer referrals or queries for responses and resolutions, within agreed service level agreements.
Delivering service improvement objectives by performance management of direct reports and internal and external suppliers. Demonstrating clear leadership and management skills and the ability to influence and persuade others. Supporting, delegating for and reporting into the Senior Product Owner and wider Product Team as appropriate. Supporting the service delivery managers to understand the impact policy changes in the wider NHS will have on the NHS Workforce Recruitment Services.
Line management of direct reports and ensuring their ongoing wellbeing and training needs are met. Setting clear objectives and carrying out regular ORO reviews, alongside developing and coaching to assist in delivery of business and personal objectives. Authorising leave and travel expenses claims. Living the values and behaviours that respect individuals dignity.
Treating everyone fairly and valuing and respecting diversity. Demonstrating that such standards are practiced in dealings with all stakeholders of the NHS Jobs service. Being accountable for your own Personal Development needs to be equipped to meet future management and organisational needs. Please note: previous applicants need not appl

Please refer the Job description for details