PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY Business Delivery and Operational Service Delivery To lead on the delivery of operational service targets within the CSU to ensure that income is maximised, and targets achieved. To line manage the CSU Business Managers and have overall accountability for the performance of the administration function, ensuring services are managed within agreed budgets. To ensure the development of effective business systems and procedures within the CSU To ensure that robust activity and financial management systems are in place to maintain business continuity during the planning and commissioning of the service plans. To monitor contract activity and ensure that systems are in place to deliver planned contract activity. To ensure that appropriate risk management strategies are developed and that the BUs risk registers are updated regularly to reflect the current issues facing the service. Delegated budget holder. To be involved in budget setting for services. To create, collate, interpret, analyse, data to turn it into useful information to enable CSU to monitor and control performance and quality along with changes in financial and activity modelling. This includes the use of formulae. Participate in quality assurance of facilities for example, when commissioning / relocating services, to ensure that the facilities comply with national guidelines and legislation. To deputise as appropriate for the General Manager Investigate complex complaints in line with the Trusts Complaints Procedure and ensure that all complaints are used positively to improve service deficiencies. Service Development To take lead responsibility for developing a robust project management framework to support the delivery of service change, including the preparation of a detailed project plan, key outcomes, deliverables and timescales and communication plan. To ensure that the projects are delivered within the available resources and to the agreed timescales, providing regular highlight reports to the General Manager. To propose changes to processes, procedures and patient pathways. To lead on developing new processes and procedures, supporting development of clinical protocols and models of delivery at a regional level. To identify areas of improvement within the service and lead on the development of required changes to impact on access, quality, performance and finance. Sometimes these service developments may have a national profile To be involved in the development and creation of policies, some of which may impact on other Regional organisations and Units, District General Hospitals etc. To ensure active engagement and ownership of key stakeholders in the project, liaising with key professions including clinicians, managers, nursing, service users and planners. To act as a change agent, consulting with all involved parties, gaining agreement and approval for new ways of working. Ensure new patterns of work are monitored and evaluated.