Job Description
Head of Operational Excellence Join Our Team at Clúid Housing: Where Your Work Makes a Difference Why Choose Clúid Housing: At Clúid Housing, we believe that success is achieved through our dedicated and passionate team. Working with us, you'll enjoy: A Dynamic Working Environment: Thrive in a supportive, innovative, and collaborative workspace. Good Remuneration: Receive a salary that aligns to your skills and impact. Flexible Working Arrangements: We support work-life balance with flexible working options. Comprehensive Training and Development Opportunities: Grow professionally with our continuous learning opportunities. Strong Employee Benefits: Enjoy 22 days of holiday (+closed for 3 additional days over Christmas), Good Friday, and 1 annual Me day as well as access to an Employee Assistance Programme, and more, ensuring you feel valued and supported. An Inclusive Culture: Be part of an organisation that values diversity and Inclusion, recognised with a Silver Award from Investors for Diversity with a number of active employee resource groups. About Us: Clúid Housing is at the forefront of providing affordable, quality housing in Ireland, with a vision to create communities where everyone has a great place to live. We're looking for talented individuals passionate about making a tangible impact in people's lives and eager to contribute to social change. Role Overview: Position: Head of Operational Excellence Reporting to: Deputy Chief Operating Officer – Resident Experience Responsible for: Complaints Lead, Operational Excellence Manager, HMS Project Lead Location: Dublin, Hybrid with occasional travel. Contract: Permanent Salary: €78,735 - €108,260 The Operations Department: The Operations Department is dedicated to delivering essential services to our residents, including allocations, rent calculation and collection, and tenancy management. Additionally, we provide estate services and support community development activities to promote well-kept, friendly neighbourhoods. Operations is also home to our Housing Advice Centre, Asset Management, 'Clúid Works' in-house repairs service, and the Operational Excellence team, who contribute to maintaining the quality of services we provide to our residents and ensuring our properties are safe and maintained to high standards. As Clúid Housing continues to expand rapidly, our team supports the Commercial Development Department in acquiring new properties. These properties are carefully selected to be well-designed, well-built, and located where they are most needed. Clúid teams operate nationally to align with our provision of homes across every county in the country. We strive to lead in innovation and the development of exemplary services that prioritise resident satisfaction, value-for-money, and compliance with the AHB Regulatory Standard. The individuals in the Operations Department are deeply passionate about their work and are motivated by the direct, positive impact our services have on residents' lives. Our colleagues are known for being resourceful, conscientious, caring, and outcome focused. Key Responsibilities: Strategic Leadership Service Complaints Operational Excellence Housing Management System Project Performance Management Financing and Budgeting Strategic Leadership: Working with direct reports, develop and plan the strategic direction and offer for Complaints, Operational Excellence, and the Housing Management System (HMS) Project, in the lead up to and after its implementation. Provide leadership and direction to the Complaints Manager, Operational Excellence, and HMS Project Teams, ensuring alignment with organisational goals and objectives, fostering a culture of excellence, collaboration, and continuous improvement. Engage with management from across Clúid’s operations to identify areas for improvement and to share good practice. Keep abreast of good practice nationally and internationally across the disciplines of complaints and quality improvement, particularly within the housing sector and apply this learning to maintain Clúid’s position as a sector leader. Service Complaints: Accountable for the delivery of an effective Complaints policy and procedure, overseeing the work of the Complaints Manager, to continually review and improve Clúid’s complaints process. Support the Complaints Manager to promote complaints as an opportunity for learning and lead the organisation’s cultural development with regards to complaints. Support the Complaints Manager to hold colleagues to account for adhering to complaints service standards and ensuring the performance of Clúid’s complaints handling process. Scrutinise performance reports produced by the Complaints Manager around complaints trends and performance, sharing insights and providing challenge to colleagues where necessary. Evaluate outcomes of the complaints process and utilize this information to better inform service delivery and the resident experience. Actively seek out and recognise the Resident Voice as an authority on our services. Operational Excellence: Accountable for the ongoing development and utilisation of the Operational Excellence quality framework. Support a programme of service reviews, leveraging data and insight to identify, assess and deliver improvements across Operations areas that maximise efficiency and improve the resident experience. Champion the work of the Operational Excellence across the Operations Department. Ensure the delivery and review of Clúid’s suite of policies and procedures. Collaborate with leaders from all operational teams to agree, develop and monitor an operations-wide performance framework that provides quality performance recording mechanisms and regular reviews. HMS Project: Accountable for the operations-based colleagues working across the HMS Project and future IT programmes that support the resident experience and enhance service delivery. Support the smooth implementation of the HMS into business as usual. Collaborate with colleagues on data quality issues which might affect the validity and reliability of reporting systems. Explore the longer-term requirements within the Operations Department to champion the ongoing review and continuous improvement of system capabilities to support the most effective and efficient delivery of services. Performance Management: Champion the continual improvement of data management and quality. Establish key performance indicators (KPIs) and metrics to measure the effectiveness of service operations. Monitor performance against targets, identify areas for improvement, and take corrective actions as necessary. Prepare regular reports and presentations for senior management, board meetings, and regulatory authorities as required. Raise the profile of data analytics within the Department and its importance in supporting resident satisfaction and improving performance. Financing and Budgeting: Run a sustainable social business with a strong emphasis on value for money. Target resources most effectively to achieve operational and strategic goals. Source external funding opportunities to enhance and develop the service offering. Who we are looking for: Person specification: Strong, empathetic, collaborative Leader Experienced multi-team Manager High Inter-personal and Customer Relationship Skills Self-driven and motivated Operational Excellence experience Housing sector practices, legislation and regulations Financial management and budget management skills Continuous improvement Change management Experience / qualifications: Previous experience essential in a leadership role in a complex organisation, preferably in housing sector. Previous experience essential leading on operational excellence at the strategic level in a complex organisation, preferably in the housing sector. Previous experience essential developing and implementing strategic plans, setting objectives and making data-driven decisions. Previous experience essential developing and leading a complaints framework and culture in a complex organisation, preferably in the housing sector. Previous experience leveraging innovative technological solutions (particularly AI). Previous experience in delivering high-quality customer service, handling customer enquiries and complaints, resolving disputes, and fostering positive customer relationships. Experience in engaging with stakeholders, including residents, community groups and third party agencies. Experience of establishing performance metrics, monitoring KPIs and analysing data. Educated to Degree Level (or equivalent). Join Us: At Clúid Housing, you're more than just an employee; you're part of a mission to create lasting social change. If you're ready to contribute to our vision of thriving communities, apply by Sunday 18th August 2024 at 11:59 pm and let's make a difference together. #J-18808-Ljbffr