Total leave 34 days rising to 39 days after 5 years 36 hour week [1] Pension Scheme Private Health Care Gym Membership [subsidised] MAIN OBJECTIVES of the POST 1.1 To lead and support on performance analysis and the design, development and improvement of processes across the organisation. 1.2 To coordinate the provision of a comprehensive and coherent approach to business improvement, including the review of policies and procedures to drive business improvement and compliance with regulatory and statutory requirements. 1.3 To provide a professional governance administration service to the Association and its decision making, as required. 1.4 External and internal customer service is paramount. The postholder is responsible for ensuring high quality support is provided to all internal and external customers and stakeholders. ACCOUNTABILITY 2.1 To the Governance and Business Improvement Manager on a day-to-day basis. Accountable to the Board of Management through the Director of Finance and Business Support and Chief Executive. PRINCIPAL DUTIES 3.1 Customer Services 3.1.1 Provide first class customer service at all times to ensure that Almond Housing Association meets and endeavours to exceed customer expectations. 3.1.2 Proactively manage relationships internally and externally. 3.1.3 Constantly portray a professional image to colleagues and customers in person and in all communications. 3.1.4 Promote and foster a strong, ethical, friendly and efficient team culture and working environment. 3.1.5 Constantly maintain a high level of confidentiality and discretion with all information relating to the business, Director, information that you learn and/or obtain, colleagues and business activities. 3.2 Business Improvement 3.2.1 To lead and support the Associations business improvement function including the development and maintenance of a culture of continuous improvement which includes the effective contribution of, and participation by, all staff in improvement processes. 3.2.2 To lead on process mapping, process review and process design including the documenting, mapping of ‘as is’ operational processes, conducting workshops and analysing process to propose improvements.Documenting and mapping the ‘to be’ operational processes and gaining approvals for the new process. 3.2.3 Utilise effectively all available, relevant qualitative and quantitative data to monitor Association performance and inform planning and continuous improvement. 3.2.4 Develop, in collaboration with the Governance and Business Improvement Manager, comprehensive management information reports and trend/benchmarking data to support managers and staff at all levels to improve performance and quality. 3.2.5 Analyse and utilise customer feedback from complaints, surveys and other feedback mechanisms to inform business improvement priorities. 3.2.6 In collaboration with managers and teams, and under the direction of the Governance and Business Improvement Manager, establish targets, prepare plans for improvement and monitor their implementation and progress. 3.2.7 Ensure that self-assessment and continuous improvement is embedded in all Association activity, including effective service monitoring, evaluation and review processes. 3.2.8 Research best practice in business improvement methodologies, collaborate and network within the housing sector to review, develop and implement continuous improvement in the business. 3.2.9 Ensure that business requirements are analysed fully with appropriate engagement from all business teams and gain agreement from the Management Group of the best method of introducing your recommendations to the business. 3.2.10 Communicate the benefits of your recommendations across departments and help to address any uncertainty and concern. 3.2.11 Put in place effective documentation for projects and related processes to support your work, report on your findings and to present to stakeholders when necessary. 3.2.12 Conduct regular audits of systems and data in order to produce various statistical reports, ensuring that data being input is accurate and highlighting areas for improvement. 3.2.13 Work with colleagues, in particular the Associations Data Analyst, to further develop reporting tools and methods of reporting on key performance indicators, service standards and other management information. 3.3 Policy and Procedure Review 3.3.1 Ensure the Group has a framework of customer focused policies and procedures that are fit for purpose and ensure the Group is meeting its regulatory and statutory obligations. 3.3.2 Coordinate and maintain a central framework of all Group policies, procedures and associated documents and maintain the Policy Register and Policy Review Schedule. 3.3.3 Coordinate the approach to policy and procedure reviews group wide, utilising the process mapping exercises undertaken within the Business Improvement area of the role. 3.3.4 Work collaboratively with colleagues to review policies and procedures and contribute to the development of a suite of updated business processes to align with new housing management system. 3.3.5 Keep up to date with relevant developments in governance good practice, codes of governance and statutory and regulatory compliance. 3.3.6 Research best practice and support managers to develop, produce, implement and review all policies and procedures and guides, to enhance learning and understanding of relevant changes implemented. 3.3.7 Take ownership, in liaison with Management, for ensuring policies and procedures are reviewed and completed timeously, and ensure the Policy and Procedure Registers and Review Schedules are kept up to date. 3.3.8 Work closely with Managers and SMT to develop the Association’s approach to policy and legal changes, ensuring timely compliance. 3.4 Compliance 3.4.1 Contribute to ensuring that AHA maintains full compliance with SHR standards of Governance and Financial Management, General Data Protection Regulation, Freedom of Information and Environmental Information Regulations requirements, and other Regulatory requirements. 3.4.2 Provide backup cover and support to t he Data Protection Officer on Subject Access Requests and FOI/EIR requests, and assist with the co-ordination and implementation of Data Protection and Data Retention policies. 3.4.3 Support the production of the Annual Performance Report, ARC return and Annual Assurance Statement. OTHER DUTIES 4.1.1 Such other relevant duties as may be determined from time to time. 4.1.2 Undertake minute taking/secretarial services to the Associations Board, Sub-committees and management team as required. 4.1.3 Apply the Almond Housing Association values and behaviours to every aspect of the role at all times. [1] Reflecting our commitment to flexible working and driving efficiencies in our business, as of January 2024, colleagues work a 9-day fortnight (9DF), with a Friday 'rest' day every alternate week. As part of our 9DF trial, colleagues work an everage of 32.4 hours per week. A standard working pattern would normally be 36 hours per week, Monday to Friday.