Job summary
An exciting opportunity has arisen for 2 Service Delivery Manager (SDM) roles within Health Exemption Services (HES). Both roles are on a permanent basis.
The roles will work with colleagues at all levels across the Citizen Services Directorate and the wider NHSBSA to ensure that all operational, digital transformation and service objectives are delivered on time and within budget. The post holders will be accountable for making sure KPI's are achieved, whilst ensuring all services and digital teams work towards common goals and Health Exemption Services are effectively delivered.
What do we offer?
- 27 days leave (increasing with length of service) plus bank holidays
- Flexible working (we are happy to discuss options such as compressed hours)
- Flexi time
- Hybrid working model
- Career development
- Active wellbeing and inclusion networks
- Excellent pension
- NHS Car lease scheme
- Access to a wide range of benefits and high street discounts!
- Flexible between home and office based (any NHSBSA site)
Main duties of the job
Reporting to a Senior Service Delivery Manager you will work closely with the HES Management Team as well as supporting and contributing to the Help with Health Costs (HWHC) and Exemption Checking Services (ECS) digital teams and the work they are undertaking to enable both the continuation and transformation of our services.
About us
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.
Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow.
As one of the UK's Best Big Companies to work for, we're all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.
We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.
Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job description
Job responsibilities
Job purpose:
Working with colleagues at all levels and business areas across the NHS Business Services Authority to ensure that all operational and service objectives are delivered on time and within budget, accountable for making sure KPIs are achieved and high quality services are delivered to all customers.
Providing clear leadership, being able to act as a change catalyst by demonstrating flexibility and agility, influencing others to think and work collaboratively, ensuring any change is introduced at pace in a positive manner playing a key role in creating sustainable improvements in cost performance and service delivery.
In this role, you are accountable for:
- Supporting and reporting to Health Exemption Services Senior Service Delivery Manager (SSDM).
- Take lead role in day to day activities ensuring strategic direction is given to our support services, Customer Operations, and Prescription Services.
- Apply knowledge and expertise to support the delivery of major Health Exemption Services projects in line with strategic direction allowing HES expansion.
- Ensure operational budgets are planned, monitored and adhered to.
- Working with external stakeholders and having an in-depth knowledge of the potential impact of HES activities on other business areas, ensuring relevant communication between departments so resource needs can be considered and action taken.
- Be aware of policy changes and consider impact on HES and work with relevant parties.
- Demonstrates clear leadership and management skills and the ability to influence and persuade others and leads teams in the delivery of business objectives and strategy.
- Have a strategic input at times prioritising longer term planning and activities in line with Corporate Business plans and Strategy.
- Works constructively with colleagues at all levels from other directorates and with external stakeholders and agencies.
- Be a catalyst for change and innovation. Act as one of the lead change agents to ensure transitional change is introduced in a positive and constructive manner.
- Monitor factors that may impact on the business, provide horizon scanning, trend analysis, researches and evaluates impact of policy/regulation change.
- Responsible for releasing sensitive information specific to HES to external parties ensuring the NHSBSA and specifically HES reputation is considered and does not lead to negative publicity whilst adhering to tight deadlines for both PQ's and FOI's.
- Work with Head of Service & Senior SDM to embed a strategy to effectively deal with repeat offenders and ensure a deterrent impact is achieved with patients.
- Deliver operational objectives through performance management of direct reports and through carrying out process improvement projects.
- Responsible for setting clear objectives for direct reports and carrying out regular ORO reviews, developing and coaching direct reports to assist in delivery of business objectives.
- Demonstrate support and guidance through the full application of all supporting tools and policies in place HR planning, Absence Management policy, policies, etc.
- Work directly with Customer Operations and Prescription Services to ensure operational performance is delivered against KPIs as agreed between DHSC, NHSE and BSA.
- Be aware of policy changes and consider impact on HES and work with relevant parties to ensure relevant changes are made and in a timely manner.
- Be confident in decision making on difficult issues, using knowledge of HES where there may be a number of courses of action, taking account the strategic direction of HES.
- Participate in the procurement process when new technology or changes to current systems are required. This would involve assisting with the specification or requirements, research and working with outside contractors.
- Work with communications lead ensuring we are working towards common goals, providing advice on press releases and working together to identify areas to focus on to positively change patient behaviour.
- Work closely with IT including the digital project teams on the provision of systems, making and influencing decisions to ensuring the overall strategic direction is followed.
- Liaise with NHSE and DHSC on issues that may impact on the delivery of business as usual services
- Deputise as required in the absence of your Line Manager.
Job description
Job responsibilities
Job purpose:
Working with colleagues at all levels and business areas across the NHS Business Services Authority to ensure that all operational and service objectives are delivered on time and within budget, accountable for making sure KPIs are achieved and high quality services are delivered to all customers.
Providing clear leadership, being able to act as a change catalyst by demonstrating flexibility and agility, influencing others to think and work collaboratively, ensuring any change is introduced at pace in a positive manner playing a key role in creating sustainable improvements in cost performance and service delivery.
In this role, you are accountable for:
- Supporting and reporting to Health Exemption Services Senior Service Delivery Manager (SSDM).
- Take lead role in day to day activities ensuring strategic direction is given to our support services, Customer Operations, and Prescription Services.
- Apply knowledge and expertise to support the delivery of major Health Exemption Services projects in line with strategic direction allowing HES expansion.
- Ensure operational budgets are planned, monitored and adhered to.
- Working with external stakeholders and having an in-depth knowledge of the potential impact of HES activities on other business areas, ensuring relevant communication between departments so resource needs can be considered and action taken.
- Be aware of policy changes and consider impact on HES and work with relevant parties.
- Demonstrates clear leadership and management skills and the ability to influence and persuade others and leads teams in the delivery of business objectives and strategy.
- Have a strategic input at times prioritising longer term planning and activities in line with Corporate Business plans and Strategy.
- Works constructively with colleagues at all levels from other directorates and with external stakeholders and agencies.
- Be a catalyst for change and innovation. Act as one of the lead change agents to ensure transitional change is introduced in a positive and constructive manner.
- Monitor factors that may impact on the business, provide horizon scanning, trend analysis, researches and evaluates impact of policy/regulation change.
- Responsible for releasing sensitive information specific to HES to external parties ensuring the NHSBSA and specifically HES reputation is considered and does not lead to negative publicity whilst adhering to tight deadlines for both PQ's and FOI's.
- Work with Head of Service & Senior SDM to embed a strategy to effectively deal with repeat offenders and ensure a deterrent impact is achieved with patients.
- Deliver operational objectives through performance management of direct reports and through carrying out process improvement projects.
- Responsible for setting clear objectives for direct reports and carrying out regular ORO reviews, developing and coaching direct reports to assist in delivery of business objectives.
- Demonstrate support and guidance through the full application of all supporting tools and policies in place HR planning, Absence Management policy, policies, etc.
- Work directly with Customer Operations and Prescription Services to ensure operational performance is delivered against KPIs as agreed between DHSC, NHSE and BSA.
- Be aware of policy changes and consider impact on HES and work with relevant parties to ensure relevant changes are made and in a timely manner.
- Be confident in decision making on difficult issues, using knowledge of HES where there may be a number of courses of action, taking account the strategic direction of HES.
- Participate in the procurement process when new technology or changes to current systems are required. This would involve assisting with the specification or requirements, research and working with outside contractors.
- Work with communications lead ensuring we are working towards common goals, providing advice on press releases and working together to identify areas to focus on to positively change patient behaviour.
- Work closely with IT including the digital project teams on the provision of systems, making and influencing decisions to ensuring the overall strategic direction is followed.
- Liaise with NHSE and DHSC on issues that may impact on the delivery of business as usual services
- Deputise as required in the absence of your Line Manager.
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- Ability to manage change
- Excellent verbal and written communication skills
- Ability to see wider implications, consequences and connections for all issues
- Understanding of accountability to clients and stakeholders
- Strategic thinking
- Able to work on own initiative
- Excellent verbal and written communication skills
- Business planning and managing key performance indicators
- Excellent presentation skills needed for presentations to large groups and different audiences
- Drafting, reporting and strong analytical skills
- Strategic management
- Contract Management
Desirable
- Ability to work effectively across locations and whilst on the move
- Managing projects and organisational change.
- IT skills Application Form, Interview
Experience
Essential
- Relevant management experience.
- Experience of managing a customer focused, quality driven culture.
- Experience of client and stakeholder relationship management.
- Experience in a changing environment and ability to harness others to embrace change.
- Experience balancing digital and non-digital service delivery.
- Experience of contributing to organisational strategy and operational plans in a back office and service management setting
- Experience of managing staff
- Experience of performance management
- Experience of managing change
Desirable
- Budget management experience
- Experience of projects and project management techniques
- Project management experience
Qualifications
Essential
- Diploma in Management (or equivalent experience)
- Appropriate relevant management experience
Desirable
- Educated to degree level (or equivalent).
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- Ability to manage change
- Excellent verbal and written communication skills
- Ability to see wider implications, consequences and connections for all issues
- Understanding of accountability to clients and stakeholders
- Strategic thinking
- Able to work on own initiative
- Excellent verbal and written communication skills
- Business planning and managing key performance indicators
- Excellent presentation skills needed for presentations to large groups and different audiences
- Drafting, reporting and strong analytical skills
- Strategic management
- Contract Management
Desirable
- Ability to work effectively across locations and whilst on the move
- Managing projects and organisational change.
- IT skills Application Form, Interview
Experience
Essential
- Relevant management experience.
- Experience of managing a customer focused, quality driven culture.
- Experience of client and stakeholder relationship management.
- Experience in a changing environment and ability to harness others to embrace change.
- Experience balancing digital and non-digital service delivery.
- Experience of contributing to organisational strategy and operational plans in a back office and service management setting
- Experience of managing staff
- Experience of performance management
- Experience of managing change
Desirable
- Budget management experience
- Experience of projects and project management techniques
- Project management experience
Qualifications
Essential
- Diploma in Management (or equivalent experience)
- Appropriate relevant management experience
Desirable
- Educated to degree level (or equivalent).
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
