National Security Division - Head of Performance, Quality & Service Improvement - HQ (Ref: 9747)

Overview

The Performance and Quality Senior Manager role will, on behalf of the Deputy Director, Development & Business Change, be responsible for identifying national priorities and co-ordinating the delivery of activity to meet those priorities. This will include working with Planning & Analysis Group to define appropriate performance and quality targets for the NPS, monitoring delivery against national targets, reporting on local performance and quality issues, developing national performance and quality policy and guidance, commissioning and designing quality improvement programmes, and creating a framework for engagement with frontline staff to identify and develop quality improvement initiatives. The role also involves leading the development of the Performance and Quality teams within the NPS.

Responsibilities, Activities & Duties

• Ensure authorship and commissioning of national quality improvement and practice development.
• Identify and maintain standards for effective practices across the NPS and all LDUs.
• Develop and maintain a national knowledge-bank for effective practice, and ensure the link between performance management and the development of effective practice policies and standards.
• Develop the NPS performance and quality improvement strategy, and maintain national quality policy, codes of practice and guidance.
• Communicate the NPS performance and quality improvement strategy and action plans with divisions, LDUs, external partners and key stakeholders.
• Ensure systems are in place so that results and trends of effective practice review and assessment are visible at a national level.
• Be responsible nationally for delivering practice development in the NPS, promoting a culture of innovation and continuous improvement, and managing continuous improvement in the NPS.
• Commission, design and develop quality improvement programmes for the national organisation and identify priorities for delivery within the Divisions.
• Monitor external markets, practice trends and development to ensure best practice is brought into the development of codes and standards to be implemented nationally through the Divisions.
• Manage national compliance with quality systems and build productive working relationships with HQ teams including Planning & Analysis Group, Commissioning & Commercial Directorate and OMPPG.
• Be responsible for national performance management in the NPS: maintain national performance management standards, identify opportunities for performance improvement, analyse trends across NPS divisions, and provide evidence for commissioning national interventions.
• Work with Performance and Quality Managers in Divisions to establish performance plans and monitor their effectiveness; share good practice with HMPPS performance teams to understand issues across NPS and the Divisions; plan and chair national contract review meetings with recommendations for improvement.
• Ensure divisional action logs for improvement feed into national plans for performance and quality improvement; establish effective working relationships with divisional managers and the wider NPS directorate; promote performance initiatives across divisions.

Develop Team and Partnership Working

• Establish effective working relationships with divisional managers and across the NPS.
• Commission reports for senior management to advise on effective practice nationally and on national performance against targets.
• Provide information to colleagues as required, and develop a performance- and quality-focused organisation.

Plan and Organise

• Initiate, plan and chair review meetings to lead on discussions around performance, challenge issues where necessary, manage action logs, and make recommendations for improvement.
• Plan, implement and manage the sharing of knowledge and good practice to continually improve service delivery.

Effectively Manage and Develop Staff

• Manage and develop staff; demonstrate leadership in dealing with staff; address poor performance.
• Provide effective supervision, coaching and appraisal; ensure sickness absence initiatives are applied to achieve performance objectives and enhance productivity.
• Resolve capability, grievance, harassment and complaints in accordance with organisational policies; address conduct issues and resolve conflict; implement human resources policies.

Use Communication Effectively

• Provide information, feedback and advice; influence and persuade; chair and participate in meetings using appropriate skills and approaches.

Enhance Your Own Performance

• Manage own resources and professional development.

Use Information to Take Critical Decisions

• Liaise with staff to receive, collate and analyse information; develop systems and compile reports as necessary.
• Develop and utilise data to identify trends and take appropriate action to maintain and enhance performance; plan, implement and manage systems for the exchange of sensitive information, data and intelligence.

Manage Diversity and Equality

• Develop a culture and systems that promote equality and value diversity; implement the diversity policies of the service and collaborate with the Equalities and Diversity Unit.

Manage Projects

• Ensure an effective approach to project and process evaluation; manage a programme of complementary projects; enable others to carry out project management roles; maintain effective communication with project stakeholders.

The duties/responsibilities listed above describe the post as it is at present and are not intended to be exhaustive. The job holder is expected to accept reasonable alterations and additional tasks of a similar level as necessary. Significant adjustments may require re-examination under the Job Evaluation scheme and shall be discussed with the Job Holder in the first instance.

Selection and Technical Competencies

• We’ll assess you against behaviours during the selection process: Changing and Improving; Leadership; Managing a Quality Service; Seeing the Big Picture.
• Technical skills: Please confirm that you have a Probation Qualification.

Benefits

• Access to learning and development.
• Flexible working options to enhance work-life balance.
• A culture that encourages inclusion and diversity.
• Civil Service pension with employer contribution of 28.97%.
• Annual Leave; Public Holidays; Season Ticket Advance.

Additional Information

For more information about the recruitment process, benefits and allowances and questions, the Candidate Information Page may be consulted. This vacancy uses Success Profiles (behaviours, strengths and technical skills) for assessment. Security checks and nationality requirements apply as described in the posting.

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