Overview
Are you ready to lead change and make a real impact across the NHS? Do you thrive in a fast-paced environment where collaboration, innovation and improvement are at the heart of everything you do? We’re looking for an experienced and passionate Optimisation Manager to join our Workforce Services Directorate, on our Electronic Staff Record (ESR) workstream. We’re working in partnership with the ESR Central Team to help NHS organisations make the most of ESR. Our aim is to support them in using the system more effectively and ensuring accurate data to inform better business decisions. As the Optimisation Manager, you’ll lead and champion this workstream, providing strategic direction and supporting the team to deliver successful projects. You’ll also be responsible for planning, reporting, and managing budgets, working closely with the Optimisation Senior Management Team. You’ll use your initiative to get the best out of your team and drive continuous improvement.
This position is currently hybrid working, with a main base of Newcastle, Fleetwood or Wakefield.
What do we offer?
* 27 days leave (increasing with length of service) plus 8 bank holidays
* Flexible working (discuss options such as compressed hours)
* Hybrid working model (largely remote)
* Career development
* Active wellbeing and inclusion networks
* Excellent pension
* NHS Car lease scheme
* Access to a wide range of benefits and high street discounts
Main duties of the job
As Optimisation Manager, you'll lead the delivery of change and improvement projects across the Workforce Services Directorate. You'll work closely with NHS teams, clients, and suppliers to design and implement new processes, onboard new clients, and manage service transitions. Your key responsibilities will include:
* Leading complex projects and change initiatives across the Workforce Services Directorate.
* Building strong relationships with internal and external stakeholders.
* Designing and improving processes to enhance customer experience and service delivery.
* Managing budgets, pricing models, and financial controls.
* Supporting business development and client onboarding/offboarding.
* Driving continuous improvement and embedding agile ways of working.
* Coaching and developing team members to achieve high performance.
* Being a key point of contact for process change, ensuring readiness and alignment across systems and services.
* Promoting and role modelling a positive, progressive and inclusive one-team culture across the Workforce Optimisation Team.
For a more detailed breakdown of the role and responsibilities please refer to the job description attached to the advert. We welcome conversations about this opportunity, so please don't hesitate to reach out if you want to find out more.
About Us
Here at the NHS Business Services Authority (NHSBSA), what we do matters. We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives. We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow. As one of the UK's Best Big Companies to work for, we are connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress. We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work. We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more. Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!
Job Description
Job responsibilities
* Nurturing key relationships and maintaining networks internally and externally, including national networks. Encourage trust and openness based on working together and shared objectives. Use high-functioning communication skills to encourage a collaborative, customer-focused approach.
* Negotiating delivery objectives with senior internal and external stakeholders, external project managers, commercial and IG leads, and 3rd party delivery partners; negotiating pricing for services with senior external stakeholders; delivering objectives to agreed standards and timescales; balancing timescales, deliverables, resources and governance.
* Leading in developing and managing customer expectations through regular, effective communication and collaboration with internal and external stakeholders.
* Providing expertise in relation to best practice for project and change management and building excellent working relationships with system and service suppliers, customers and other organisations, representing NHSBSA in local and external user groups.
* Leading on process changes, monitoring and supporting users in systems introduced to improve processes; designing processes and driving the further development of a professional service; leading on implementation of changes to and rollout of administration systems usage and new working practices.
* Defining current processes, creating change plans, facilitating discussions and acting as a reference for stakeholders on best practice for future processes, re-engineering and documenting those processes as agreed and overseeing implementation.
* Acting as a key contact point for assurance to the wider business on the quality of process changes, including leading an organisational readiness assessment and mapping activity.
* Ensuring change management and implementation enables maximum alignment across Workforce systems and services.
* Understanding and interpreting business requirements, risk management standards and strategic initiatives; leading projects relating to further development of workforce systems and services; liaising with stakeholders on suggested changes.
* Supporting the development of new business leads, preparing information for stakeholder meetings, producing bids under agreed frameworks, and presenting service options to prospective clients.
* Project managing onboarding of new clients, and changes to service mix for existing clients, to ensure a positive customer experience.
* Leading the project management of offboarding of clients, managing impact on service delivery teams, while maintaining positive working relationships.
* Leading large-scale, complex improvement projects addressing longer-term strategic planning and performance issues to improve end-to-end service for customers.
* Developing and maintaining an agile environment to support changes, ensuring user engagement, adapting to tight timescales and changing requirements, and providing regular feedback to the team.
* Developing a continuous improvement culture and implementing new working practices to improve performance, customer service or reduce costs.
* Managing staff performance through leadership, coaching, motivation, and regular feedback; setting targets and monitoring achievements.
* Identifying development needs and seeking opportunities to meet them.
* Working as part of the Leadership and Management team to promote a shared vision and inclusive culture with trust, engagement and opportunity.
* Acting as first point of contact for significant process change requests and troubleshooting as needed.
* Developing and maintaining the Workforce Services Directorate Service Catalogue; participating in the Senior Management Team to embed services and pricing.
* Developing cost models and pricing structures; coordinating with Finance on budgets and business planning; reporting risks and budget positions and preparing business cases when extra resources are required.
* Leading the development of robust invoicing to clients for Service Catalogue charges and Additional Service Requests; costing resources for client changes and identifying risks and delivery timescales; ensuring recovery through invoicing.
* Ensuring the establishment is managed within budgets of £2.7m per annum, monitoring compliance and approvals; identifying risks to contribution rates as they arise.
* Overseeing resources and budget allocations; identifying process improvements and ensuring staff and customers use updated processes in line with audit requirements.
* Modelling a collaborative, inclusive leadership style; negotiating and challenging others to achieve the best outcomes across the team.
* Analysing, interpreting and presenting complex data to highlight issues, risks and support decision-making.
* Developing guides and process instructions for all aspects of process change, including risk, performance and governance.
* Identifying and delivering user training requirements and coordinating training as needed; evaluating training effectiveness.
* Providing detailed analysis and resolution to queries from 3rd party providers; coordinating NHSBSA and client audits and ensuring identified actions are addressed.
Experience
* Essential: Experience designing, developing and implementing process changes/new systems and identifying cost models and AHT methods.
* Development of service costing and pricing models.
* Experience of financial control in managing establishments and budgets.
* Experience delivering robust invoicing and pricing processes in line with contracts and service catalogues.
* Significant project management experience in highly complex environments with multiple stakeholders.
* Business process improvement; ability to balance strategic thinking with delivery; identifying opportunities for growth.
* Onboarding new clients to an existing service.
Desirable
* Experience of transformational change management.
* Experience in workforce environment with HR and OD processes.
* Wide experience and understanding of the NHS.
* Experience with formal quality improvement and project planning methods.
* Client offboarding experience.
Qualifications
* Essential: Degree level in change management or significant demonstrable relevant experience.
* Full Prince2 accreditation and experience of successful implementation.
* Agile/LEAN/6SIGMA training or a recognised project management methodology.
* Or significant demonstrable relevant experience.
* Desirable: Post-graduate level or equivalent; ISEB qualification in Business Analysis or Change; CIPD would be an advantage.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
Industries
* Government Administration
We removed boilerplate and external postings to improve focus on the role and responsibilities.
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