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    Manager Performance & Delivery: Job Description

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    gus_lions
    The role involves managing performance and delivery across shared services divisions. Key responsibilities include developing performance metrics and standards, monitoring service levels, gathering client feedback, analyzing data to improve services, overseeing staff training, and managing a small team. The ideal candidate has over 5 years of experience implementing continuous improvement initiatives and creating performance frameworks in complex organizations.

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    Manager Performance & Delivery: Job Description

    Uploaded by

    gus_lions
    25 views3 pages
    The role involves managing performance and delivery across shared services divisions. Key responsibilities include developing performance metrics and standards, monitoring service levels, gathering client feedback, analyzing data to improve services, overseeing staff training, and managing a small team. The ideal candidate has over 5 years of experience implementing continuous improvement initiatives and creating performance frameworks in complex organizations.

    Original Description:

    manager performance and delivery

    Original Title

    Ota Go 675435

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    The role involves managing performance and delivery across shared services divisions. Key responsibilities include developing performance metrics and standards, monitoring service levels, gathering client feedback, analyzing data to improve services, overseeing staff training, and managing a small team. The ideal candidate has over 5 years of experience implementing continuous improvement initiatives and creating performance frameworks in complex organizations.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    25 views3 pages

    Manager Performance & Delivery: Job Description

    Uploaded by

    gus_lions
    The role involves managing performance and delivery across shared services divisions. Key responsibilities include developing performance metrics and standards, monitoring service levels, gathering client feedback, analyzing data to improve services, overseeing staff training, and managing a small team. The ideal candidate has over 5 years of experience implementing continuous improvement initiatives and creating performance frameworks in complex organizations.

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    JOB DESCRIPTION

    Manager Performance & Delivery

    ROLE TITLE Manager Performance & Delivery

    SECTION/DIVISION: Shared Services Division, Performance & Delivery

    REPORTS TO: Director Shared Services

    DIRECT REPORTS (FTE): 2

    INDIRECT REPORTS Nil


    (FTE):

    PRIMARY PURPOSE OF Manages the Performance & Delivery Unit activity. Drives the creation,
    THE ROLE: implementation, communication and monitoring of Shared Services service
    metrics, performance, delivery standards and Service Partnership Agreements.
    Creates performance and client experience measures and feedback channels.
    Ensures Shared Services staff training and performance improvement initiatives
    are created and monitored to develop staff capabilities in-line with business
    needs.

    The role leads the high performance and coordination of these activities across
    all Shared Services work areas with a strategic client focused, service excellence
    delivery orientation.

    ACCOUNTABILITIES: Contributes to the Shared Services strategy formation by providing in-depth


    analysis of the service performance delivery and client experience. Provides
    advice, expertise, insights, recommendations and commentary on key findings.
    Provides an overarching view of business units’ service performance and the
    Division’s service delivery.

    Informs and influences the Division’s management in relation to client's services


    experience. Ensures that issues are known and continuous improvement of
    services and delivery can be actioned. Strives to promote optimum service
    levels and client usability.

    Plays an active role in improving communications between Shared Services and


    its clients and stakeholders. Is responsible for ensuring clients' and stakeholders'
    "voice" is heard in respect of services and performance.

    Maintains the Division’s service catalogue of activities and ensures accurately


    reflects services as they evolve.

    Responsible for the control, update and distribution of agreed and new Service
    Partnership Agreements. Works collaboratively with the Division’s managers to
    develop meaningful performance standards and metrics. Ensures Service
    Partnership Agreements are complete and up-to-date and that service delivery
    is monitored against agreed standards.

    Manages, develops and oversees the gathering and dissemination of


    performance and delivery data, dashboards and reporting, for informing
    performance and improvements planning. Collaborates with the Division’s
    management to establish channels and methods for collecting data and
    feedback from clients and stakeholders.

    1
    Shares information with the Division’s management team and University
    stakeholders to inform issue management and continuous services
    improvements. Identifies service gaps in respect of client experience, timeliness
    and quality and recommends cross work unit improvements.

    Undertakes planned and "mystery shopper" services delivery reviews to ensure


    conformance to standards.

    Implements and deploys contemporary analytical tools, methodologies, and


    technology for data gathering, processing and reporting purposes. Actively
    seeks and reports on new methods and trends relating to service activities.

    Develops and implements the staff training and performance improvement


    strategy for the Division, ensuring consultation with business unit managers and
    analysis of staff and services performance data.

    Works closely with HR Training & Development to ensure Shared Services


    learning and development plan, programme of activity and delivery mechanisms
    are aligned; and delivery requirements are incorporated in HR training and
    development activity.

    Supervises and manages a team to achieve operational outcomes. Manages the


    day-to-day work activities of the team.

    Implement business continuity and other emergency and recovery plans,


    ensuring such plans are tested regularly in accordance with relevant University
    frameworks.

    KEY RELATIONSHIPS: Internal


    Shared Services Division
    Chief Operating Officer and University leaders
    Support Service Divisions
    Strategy, Analytics & Reporting Unit
    University staff and stakeholders
    University governance groups and committees

    External
    Tertiary institutions
    Benchmarking agencies and industry peers

    QUALIFICATIONS & Essential


    EXPERIENCE: Tertiary level qualification or recognised qualification(s) appropriate to the role.
    5+ years’ experience of managing and providing performance and delivery, or
    continuous improvement or quality assurance services in a medium size or
    complex organisation.
    Proven experience in the creation and monitoring of business KPIs, performance
    metrics, service standards and agreements.
    Proven experience in creating frameworks and mechanisms for gathering
    feedback from multiple stakeholder channels.
    Experience in designing and overseeing performance improvement initiatives.

    Preferred
    Postgraduate qualification or a recognised professional credential relevant to the
    role.

    2
    Experience in driving service delivery and performance improvement initiatives
    across a range of business service activities.
    Experience in designing and overseeing staff and process performance
    improvement initiatives.

    TECHNICAL SKILLS AND Essential


    KNOWLEDGE: Proficiency in the Microsoft suite of programmes. High degree of computer
    literacy and numerical data analysis skills - Advanced Excel

    SPECIAL None specified.


    REQUIREMENTS:

    DIRECT BUDGET Operating budget of circa $500,000 per annum


    ACCOUNTABILITY:

    HEALTH AND SAFETY: Act and work in a manner compliant with current health and safety at work
    legislation and University procedures, frameworks and guidelines. Role model
    safe behaviour and practices, share the responsibility to prevent harm and
    contribute to a safe campus and work environment, including raising workplace
    health and safety concerns for self, students, visitors and other staff.

    SUSTAINABILITY: Act in a manner consistent with the University’s sustainability commitments; role-
    modelling sustainable practices, with a particular emphasis on minimising the
    environmental impact of day-to-day activities.

    CAPABILITY
    Capability Name Level
    FRAMEWORK:ILITY
    Capability Group Capability Name Level
    Communicate Effectively Advanced
    Commit to Customer Service Advanced
    ENGAGE
    Work Collaboratively Adept
    Influence and Negotiate Adept
    Deliver Results Adept
    Plan and Prioritise Adept
    ENABLE
    Think and Solve Problems Advanced
    Demonstrate Accountability Adept
    Display Resilience and Courage Adept
    Act with Integrity Adept
    PERSONAL ATTRIBUTES
    Manage Self Adept
    Value Diversity Adept
    Manage and Develop Capability Adept
    Inspire Direction and Purpose Adept
    PEOPLE MANAGEMENT
    Optimise Work Outcomes Adept
    Change and Innovation Adept
    Te Reo Intermediate
    LANGUAGE AND CULTURE
    Tikanga Māori Intermediate

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