Job Title:
Reports to:
Operations Director
Chief Executive
Department: Operations
EVH Grade: 9
Posts Reporting to this post: Housing Services Managers (2) Property Services Manager, Factoring Manager
Overall purpose: Lead and deliver excellent housing management, reactive repairs, asset management and factoring services and group strategy for customer engagement.
Key Responsibilities
Person Specification/Skills/Competencies
Person Specification/Experience/Knowledge
Leadership and Direction
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Provide support to the Chief Executive in the overall direction
and strategy for the business, as a member of the Senior
Management Team, and work to deliver key corporate
strategies and projects across the organisation
Work closely and co-operate with SMT colleagues effectively
to deliver excellent services and to motivate teams to do so
Strategic Business Planning
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Lead strategy, policy development and meet PHA’s
Corporate Planning objectives for the key business areas
within the Operations team portfolio: housing management,
reactive repairs and factoring
Manage and mitigate risks, as a corporate risk ‘owner’
Contribute to the development and review of PHA’s
Corporate Plan, corporate risk and financial business plan
and policies as a member of the Senior Management Team
Implement a robust performance management framework,
supported by benchmarking data, service improvement plans
and SMART targets and deliver continuous improvement in
performance results and value for money
Governance, Regulation and Compliance
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Support the Chief Executive, Boards, Committees and short
life working groups in delivering excellent governance;
preparing and presenting reports at Boards and Committees
on a regular basis
Lead to ensure the effective operation of PWL subsidiary,
and maintain a positive relationship with the Chair, including
agreeing the programme of meetings, agenda setting,
training and development of members
Ensure compliance with the Scottish Housing Regulator’s
requirements for the Annual Return on the Charter and other
requirements, including leading follow up inspections and
verification
Develop and deliver effective customer engagement and
customer scrutiny
Comply and ensure the Operations team comply with all PHA
policy, legislation, regulation and relevant directives and
guidance, including health and safety, anti-fraud and bribery,
complaints handling and equalities (including impact
assessments)
Skills & Personal Qualities: Essential=E/Desirable=D
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Excellent people management skills E
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Ability to think and operate strategically and
delegate and empower others E
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Excellent written and verbal communication skills to
work with a wide variety of audiences and engage
with stakeholders E
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Ability to continually drive performance and deliver
efficiency E
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Excellent business planning skills E
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Excellent project management and performance
management skills E
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Excellent report writing and presentational skills,
using plain language E
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Budgetary skills and ability to analyse financial
business plans, produce and analyse other
statistical reports and compile grant bids for as
required E
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Ability to interpret and apply housing legislation and
regulatory requirements E
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Ability to analyse and produce financial information
and performance management data
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Ability to work under pressure to meet tight
deadlines E
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Excellent decision making, risk management and
negotiation skills E
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Commercial acumen D
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Essential Competencies required:
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Ability to understand customers views, opinions and
address service priorities
Ability and commitment to lead a culture of
delivering excellent customer service and promoting
continuous service and performance improvements
Ability to deal with complex and sensitive matters in
a discreet and professional manner.
Excellent
partnership
working
skills
and
commitment to collective responsibility
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Essential=E/Desirable=D
A proven track record of managing and motivating teams
to deliver continuous improvement in customer service
delivery E
Substantial experience of working at a senior level within
a housing organisation, delivering housing management,
reactive repairs, asset management and property
factoring services and contributing to strategy and policy
development across the business E
Experience of developing, implementing, monitoring and
evaluating plans E
Proven experience of setting and achieving challenging
and SMART targets and driving continuous performance
improvement through others E
A proven track record of leading and delivering new
business initiatives E
Experience of effectively managing staff and contributing
to the work of the management team E
Experience of working with and reporting to governing
bodies to ensure effective and transparent decision
making E
Working knowledge of relevant housing regulation, policy
and legislation; particularly in relation to housing
management, reactive repairs, asset management and
property factoring services E
Experience of working with customers to shape services
and understanding of what is needed to deliver effective
customer engagement and improvement E
Experience in managing and controlling substantial
budgets and a proven track record in securing new
funding and achieving value for money E
Understanding of health and safety E
Understanding of procurement D
Understanding and experience of leading others through
change would be an advantage D
Experience in a commercial environment would be an
advantage D
Experience of working in partnership to deliver positive
results for customers and/or the business D
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Work with internal and external auditors and consultants on
providing management information and data, feedback and
written comment; attending Audit Committee as required
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Lead procurement of external services as required and
support SMT members in delivering effective and complaint
procurement.
Organisational Culture and Management of Resources
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Champion and foster a positive organisational culture and
effective change management, and actively support and
contribute to PHA’s communications strategy
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Champion and lead on delivering customer service
excellence, customer focus and PHA’s equality strategy and
deal with complex customer complaints and compensation
requests in compliance with Stage 2 of PHA’s Complaints
policy
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Recruit, lead, empower, motivate and organise the
Operations team and deliver effective performance
management and review; including addressing training and
development needs, dealing with disciplinary matters and
poor performance
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Set and monitor budgets for Operations and ensure effective
management and control of delegated budgets
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Maximise the use of ICT and increase productivity and
deliver value for money
Partnerships, Learning and Innovation
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Engage with local authority partners in relation to delivering
Local Housing Strategy outcomes
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Be pro-active in the development of new strategic
partnerships, funding and new business opportunities and
apply learning and good practice to PHA
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Lead the benchmarking of PHA’s services to promote
continuous improvement and value for money
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Lead and develop PHA’s customer engagement strategy,
working pro-actively in partnership with customers and
community groups to promote involvement
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Use customer profiling information and feedback to shape
service and policy development
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Maintain existing partnerships and ensure joint objectives are
set, understood, met and regularly reviewed
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Act as an ambassador for PHA by attending and contributing
to professional forums, conferences and seminars and
disseminate the learning
Qualifications
A relevant professional qualification is essential and a
relevant degree is desirable. Commitment to continuing
professional development.
Other
Driving Licence required
No
Evening/weekend work required
Yes
You are also required to undertake any other duties within your capabilities as may be reasonably required and work in accordance with PHA Company Values
September 2015