Performance Excellence Partner

Full Time – Remote with a requirement for frequent travel to the areas we serve. See our website for more details on our current delivery locations

Reports To:

Head of Performance Excellence

Roles Reporting to this Position:

None

Primary Objective:

ThePerformance Excellence Partner (PEP)role is a key role for AKG, working with the Head of Performance Excellence to support excellent practice in frontline delivery. The role will support the articulation of a blueprint of high performance across frontline roles (working with both internal and delivery partner members of staff) and act as an exemplar to operational frontline teams to optimise performance and drive continuous improvement in delivery.

Key Relationships/Interactions

Internal

• Front line operational colleagues including Team Leaders, Activity Co-ordinators, Mentors. Head of Operations, Senior Business Managers, Business Improvement Team, Quality, Compliance and Risk, L & D, IT, Marketing, other PEx Partners

External

• Our Participants, Delivery Partner Colleagues

Role Summary

The role involves working collaboratively with Jobs Guarantee Team Leaders, Activity Co-ordinators, Mentors and other frontline delivery roles to understand the opportunity for improved performance and minimise underperformance. The individual will be expected to work with a broad range of stakeholders across the business to support frontline improvement activity. The role also involves championing of, and contribution to, projects to support organisational performance as required.

ThePEPwill work with the HoPE to identifyareas in need of improvement andsupport operational teams to be comfortable with how they can improve their performance.They will, in turn, support the Head of Performance Excellence to track, and report on, progress improvement.

Furthermore, the role will support the sharing of good practice amongst frontline operational roles. Creating a best practice sharing platform and joining monthly Business Improvement meetings, knowledge-sharing calls to support frontline roles with the essential knowledge and tools to enhance their performance.

The overarching goal of the PEP is to work with frontline teams, alongside the wider Performance Excellence team, to nurture a culture of solutions-focused delivery and an unyielding commitment to quality of service to our participants, ensuring that every intervention counts in their journey towards employment. This collaborative approach ensures that service delivery not only meets but consistently exceeds quality standards, offering unparalleled value to participants and in turn improving outcome performance.

The PEP will need to be flexible in relation to travel and overnight stays as required.

Key Responsibilities

• PEx visits and Targeted support sessions: Across internal sites and Delivery Partners including writing written reports and providing post visit feedback. Collation of post visit surveys. 1/1 and group coaching sessions with staff members as required
• Performance-driven improvement planning: Collaborate with frontline roles to understand the opportunity for increased performance and make recommendations that are not just actionable and supportinghowto drive performance but also performance-focused.
• Data-driven caseload management: Train and coach staff to self-serve on data and identify independently where they can improve. Facilitate the identification of performance gaps and opportunities for more targeted caseload management and participant support.
• Data-driven observations: In collaboration with the HoPE, observe interventions and give real-time feedback on the opportunity to improve and further support participant progression and outcomes.
• Performance-centric good practice and knowledge sharing: Collate and share best practice, engagement and progression techniques and solutions to challenges that hinder optimal performance including creating and maintaining a PEx Top Tips platform
• High-performance caseload progression: Coach frontline staff on performance-focused caseload progression techniques to maximise participant progression, focusing on the how and creating a culture that is solution and high performance-focused.
• Culture of performance excellence: Champion a culture where continuous performance improvement is the norm. Encourage frontline teams to proactively identify performance opportunities within their site with their managers and highlight areas to enhance performance and quality at a local level.
• Stakeholder performance alignment: Build strong working relationships with Senior BMs / BMs and SECs and contract delivery staff and AKG support functions. Act as a performance-focused, trusted advisor and mentor for frontline teams, ensuring that all stakeholders are aligned in the pursuit of performance excellence
• Service Excellence Projects / Continuous Improvement: Drive and implement projects across the business to support front line staff. Working closely with internal and external partners, key stakeholders and Change Champions. Updating project boards with progress. Communicating change to frontline staff
• Process Knowledge: Have an extensive knowledge of Job Guarantee operational processes and procedures, shaping and improvements and communicating any changes

Essential/Desirable Skills, Knowledge and Experience

• Experience of supporting others to improve performance
• A track record of delivering exceptional results in operational delivery
• Experience of working with a variety of stakeholders at various levels
• Excellent written and spoken communication skills; able to articulate information in a simple and engaging way
• Ability to interpret management information and make performance-focused recommendations

Inclusive Recruitment and Accessibility

• AKG UK is committed to creating an inclusive and accessible recruitment process. We welcome applications from candidates with a range of backgrounds, experiences and working styles. Candidates are encouraged to let us know if they require any reasonable adjustments during the recruitment process. Applicants do not need to meet every desirable criterion to apply; we are interested in relevant skills, potential and values alignment as well as direct experience.

Compliance

• It is the responsibility of all staff to abide by organisational policies to ensure compliance with relevant standards e.g. ISO 27001 (Information Security), ISO 9001 (Quality) and ISO 14001 (Environmental) as well as adhering to statutory duties in relation to safeguarding, Prevent and health and safety.

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