Corporate Services Manager

Role Title: Corporate Services Manager

Reporting To: Chief Executive

Grade: EVH Grade 9 SM1 – SM3

Job Purpose:

To lead on governance, providing support to the Board of Management and delivering the Company secretary role. To lead the Corporate Support Team to provide a high quality, customer focused, corporate support service measured against agreed standards that achieve high levels of customer satisfaction. To be an effective member of the Senior Management Team, working collaboratively with the Chief Executive, Board and other senior management colleagues and contributing to the Association’s corporate strategy.

Key Responsibilities:

• Governance
  • Lead the governance effectiveness programme for Maryhill Housing including overseeing board member training, annual appraisals and appointment of office bearers.
  • Provide expertise and advice in relation to governance, the Association’s rules, the strategic role of the Board and key organisational documents such as the scheme of delegation.
  • Undertake the delivery of the Company Secretary duties and liaise with regulatory bodies including SHR, FCA and OSCR.
  • Ensure Board and Committee meetings are compliant with all statutory and regulatory requirements, effectively planned, minuted and a forward plan of meetings and agendas is maintained.
  • Ensure accurate policy schedule is maintained, published policies are kept up to date and policy reviews are scheduled within forward planning.
  • Ensure the Association’s tenant scrutiny group is effectively supported and recommendations are reported to the Board.
• Performance
  • Ensure external benchmarking is utilised effectively by the Association to drive business improvements.
  • Develop systems and processes to effectively track organisational performance and ensure regulatory performance returns are effectively provided by the Association.
  • Produce the Annual Report on the Charter and Annual Report on Complaints.
• Communications
  • Oversee the development and delivery of the Association’s internal and external Communications Strategy including proactive use of print, web and social media.
  • Oversee the delivery of the Communications Plan, proactive PR, marketing and response to press enquiries.
  • Oversee the delivery of the Association’s events programme for a range of audiences and ensure the programme is delivered effectively.
• Health & Safety
  • Act as the Lead Officer for organisational Health and Safety ensuring all health and safety administration is in place, follows best practice and is up to date.
  • Ensure the organisational health and safety approach is regularly audited and audit recommendations are actioned.
• Information Management
  • Lead the development and delivery of the Information Management Strategy and oversee the provision of information in response to requests under legislation.
  • Ensure compliance with the General Data Protection Regulation, Consumer Credit Licensing, Environmental Information and Freedom of Information.
  • Ensure effective records management systems are in place, including appropriate document retention timescales, utilising electronic records management where possible.
  • Act as the Association’s Data Protection Officer.
• Facilities Management
  • Oversee the delivery of an effective facilities management service including value for money in the procurement of office goods and services.
  • Lead on an office accommodation strategy including refurbishment and sustainability.
• Team Wide Duties
  • Ensure that the following corporate support tasks are shared appropriately across the teams members, such as daily management of the Corporate inbox; administering of requests for information, including those under the Data Protection Act, Freedom of Information, Environmental Information and Consumer Credit Licensing; assisting in organising staff and customer engagement initiatives or events, organising surveys and helping to organise all manager meetings, other staff engagement sessions and awards, assisting with customer compensation responses such as organising gifts cards, flowers etc.
  • Provision of a range of administrative support, as and when required, to the Chief Executive, Director of Operations and Director of Resources including assistance with letters, reports, publications, data analysis and presentations, diary management and organising meetings including any preparation work and venue and catering arrangements.
• Organisational
  • Ensure implementation of the Association’s Equality and Diversity Strategy as it relates to corporate activities.
  • Be outward looking and apply new ideas and best practice from inside and outside of the sector to Maryhill.
  • Build excellent rapport and effective partnerships with customers, stakeholders and contractors.
  • Actively break down organisational barriers to solve problems and deliver the best possible service for customers.
  • Identify potential cost saving opportunities and deliver value for money efficiencies for the Association.
  • Actively seek ways to engage customers in shaping and influencing our services, seek and use feedback, including working positively to support our tenant scrutiny group and Registered Tenants Organisations.
• Manager role
  • To lead the Corporate Support Team effectively, monitor and supervise work allocations, undertake resource planning, and establish and monitor performance targets.
  • To motivate staff to achieve the best possible results and deliver excellent service to both internal and external customers.
  • To ensure staff are supported and developed in line with the Achieving Excellence policy through effective induction of new staff, regular 1-1 meetings, coaching, mentoring and training.
  • To produce accurate and timely performance information, data and reports as required for senior staff or Board, including information required for regulatory and statutory returns and agreeing and implementing actions arising from internal and external audits.
  • To be outward looking and ensure that the Association’s Corporate Support Team seek continuous improvement and learn from best practice from within and outside the sector.
  • Produce clear and concise reports for the Senior Management Team and Board to facilitate appropriate strategic decisions.
  • Actively seek ways to engage customers in shaping and influencing our services, seek and use feedback, including working positively to support our tenant scrutiny group and Registered Tenants Organisations.
  • Investigate and respond to stage 2 complaints in line with the Associations policies and procedures and current guidance of the SPSO, ensuring learning is captured and implemented into processes and procedures going forward.
• Corporate Responsibility
  • To be a member of the Association’s Senior Management Team, acting as a role model for the Corporate Support Team, living our values on a day to day basis.
  • To support the Senior Management Team in the development and review of our Corporate and Annual Delivery Plans and Financial Business Plan and ensure risks are identified, managed and mitigated effectively.
  • Ensure compliance with all regulatory, statutory and legal requirements and other directives.
  • Comply with MH’s policies including our code of conduct, health and safety, anti-fraud and bribery and equalities policies.
  • Ensure effective communication in plain language, both internally and externally; to ensure people are informed, engaged and find it easy to access our services and contact us and understand our information and the decisions we make.
  • Maximise the use of IT to improve efficiency, increase productivity and develop new and existing services and actively promote the interests and activities of the Association through digital and social media.
  • Produce accurate and timely performance information and data, including information required for regulatory and statutory returns and agreeing and implementing actions arising from internal and external audits.