Role profile
Executive Director of Business Transformation (Fixed term contract, 3 years)
Reports to:
Group Chief Executive Officer
Team:
Executive Leadership Team
Line Manages:
Strategy and Business Improvement Manager & Business Systems Manager
Location:
Head Office Morfa Gele, Abergele
Salary:
Competitive Salary & Package
Job Purpose:
We are looking for a dynamic forward thinking Business Transformation Executive to create, develop and deliver an organisation wide Business Transformation Programme, through digital innovation, strategic Information Technology, process improvements and data enhancement working together as one team with our people.
As an expert in delivering change, you will lead the design, delivery and implementation of the programme, developing, influencing and maintaining positive, effective relationships with wide-ranging stakeholders, service providers and our colleagues. Most importantly you will understand our external and internal customer needs to ensure solutions designed are delivered effectively in line with our new 3-year Corporate Plan.
Providing authentic, influential and effective leadership and direction to all colleagues you will implement and embed a Business Transformation programme that will deliver the best outcomes for our customers and colleagues. Putting our people at the heart of this programme you will act as leader and expert, providing strategic advice and guidance to the Board, Executive, Senior Management and operational teams.
Role Dimensions:
Cartrefi Conwy (CC) Turnover circa £32m, Creating Enterprise (CE) Turnover circa £12m, circa 4,300 Homes, circa 280 Group colleagues.
Focus and Key Responsibilities:
Leadership, Strategic Direction & Change Management
- Lead by example communicating and driving forward a one team approach across the Group, demonstrating our Cartrefi commitments in your day-to-day interactions to deliver a positive and inclusive culture.
- Provide effective, strategic leadership driving a supportive and inclusive environment to ensure we can deliver high-quality services for our customers (tenants & colleagues), delivering value for money.
- Work professionally in partnership with the leadership team to ensure we have a cohesive business improvement and transformation plan to lead the organisation through change across all areas.
- Demonstrating our behaviours to engage and help all colleagues to play their role in our future success.
- Work closely with people functions to assess organisational capabilities, identify skills gaps and support talent development to deliver transformation initiatives.
- Lead the change management initiative to support the adoption of new technology and new processes, identifying training and support required to effectively support colleagues.
- Ensure smooth transitions from old systems and processes to new, developing best practise to minimise disruption and maximise value.
- Monitor and analyse performance of new systems to identify opportunities for future improvements.
Customer Service Delivery
- Work closely with key stakeholders to identify areas where business improvement, technology and software solutions can improve the customer experience, business performance and drive data led decision making.
- Understand our customer journey end to end to build an effective transformation strategy to deliver to evolving needs of colleagues and tenants.
- Focus on key deliverables such as Repairs and Maintenance, Finance, Customer Relationship Management and Digital Engagement and Online Tenant services.
Performance Management
- Deliver efficiency and value for money through automation, digital delivery, and a reduction in manual interventions.
- Ensure solutions provide single version of the truth, with data held in a minimum number of databases with full integration.
- Ensure full compliance with legislation affecting data protection, accounting, housing management and leaseholders.
- Promote and develop strategic and operational Performance and Management Information tools in line with business needs.
Technology and Systems
- Lead the planning implementation and integration of new technology and processes solutions to improve intelligent data management and sharing capabilities across teams and our tenants.
- Collaborate with IT, Business strategy and People functions to embed technological changes and processes ensuring they meet organisational needs.
- Lead exploration and innovation into the use of Artificial Intelligence tools to increase the efficiency and deliver value.
Process Improvement and Data management
- Design and improve business processes that enhance the collection of intelligent data analysis and use of data to improve the customer experience and empower tenant facing colleagues.
- Lead significant programmes / models of improvement, building on internal evidence, market research and wider sector experience.
- Streamline workflows to ensure data is accessible actionable and provides real time intelligence for decision making providing efficiencies and value for money.
- Oversee the creation of intelligent data models dashboards recording and reporting systems that provide up to date insights to all stakeholders.
Risk, Compliance and Regulation
- Identify and mange risks related to own functional areas, ensuring necessary control mechanisms and action plans are put in place to reduce them as far as reasonably practical.
- Manage and mitigate risks in relation to change programme - Business Continuity and Disaster Recovery, Data protection and compliance.
- Ensure we maintain reliable and secure digital solutions that can be trusted and readily utilised confidentiality.
- Lead on and promote the importance and compliance with Data Protection practices, Cyber Security defences and behaviours across the organisation.
- Be responsible for ensuring the confidentiality of any information relating to customers, colleagues, and partners/stakeholders and for complying with all the requirements.
- Oversee organisation operational policy to ensure it is compliant with legal and regulatory requirements.
Financial Management and Budgetary Control
- Prepare, review monitor and manage financial budgets and act within designated authority levels.
- Work alongside our finance team to develop a commercial business case for any suggested solutions/approach with a sound financial analysis and a value for money business case
- Ensure identification and delivery of agreed annual financial benefits.
Corporate Management
- Accountable and responsible for delivery of corporate strategic objectives along with all members of the Executive Leadership Team.
- Active and effective member of the Executive Leadership Team, liaising with the Group Chief Executive Officer and other members on all matters relating to customer and community services which impact on the organisation’s strategic objectives and activities.
- Participate in the compilation of the annual Corporate and Business Plans, setting and monitoring departmental objectives as appropriate.
- Interpret existing and proposed legislation as it affects all issues relevant to customer and community services and report to the Executive Leadership Team on possible impact.
Board & Governance
- Delivery of corporate strategic objectives in line with agreed governance processes.
- Prepare and present reports for the Boards and Committees as required, keeping them appraised of performance and procedures, new legislation and policy reviews.
- Support open and transparent dialogue, setting high standards of probity, ensuring that the Board members have sufficient information to enable them to discharge their responsibilities effectively and as required by the regulators.
General
- Provide appropriate and structured reporting systems to the Group Chief Executive Officer.
- Initiate and attend colleague consultation and negotiation meetings, as appropriate, providing relevant advice and support.
- Promote and professionally represent the organisation at local and national meetings with Welsh Govt, Political Leaders, LA’s, Education, Health, CHC, CIH Cymru, Trade Union officials etc and with other housing related organisations, as appropriate.
- Ensure that all corporate policy is fully implemented and adhered to at all times.
- Provide corporate leadership and oversight for all health, safety, quality and environmental matters, ensuring that all policies and procedures comply with legal requirements and good practice.
- To carry out any other duties appropriate to this post, as necessary or as requested by the Group Chief Executive Officer.
Note:
As with any job description as time progresses the content may change. The job description is designed to provide a general overview of a role, responsibilities and accountabilities and does not list every requirement.
Key Relationships:
External:
Tenants – Engaging, listening and acting on feedback
Government and Political Partnerships – Conwy County Borough Council, Elected Members, Councillors, Members of the Senedd, Welsh Government – collaborate, engage, provide relevant updates, briefings and reporting.
Housing and Community Organisations (regional or national level)
Housing - Chartered Institute of Housing, Community Housing Cymru, Other Housing Providers
Existing and New 3rd Party Sector Organisations - Partnerships – Waterstones, Digital providers, Contractors, Suppliers, Shelter Cymru, TPAS Cymru, MIND - strengthen, develop and create new partnerships.
Internal:
Colleagues – Engaging, listening and acting on feedback
Group Wide – working collaboratively across all of the group and its functions Property/Neighbourhoods/Support to understand needs – design effective solutions- influence and drive change and innovation.
ELT, SLT, boards and committees – collaborate, present reports and provide technical knowledge and assurance
*This is a non-exhaustive list.
Person Specification
| Qualifications: | Essential/Desirable | Assessed via: |
|---|---|---|
| Degree-Level education in Business Technology or related field | E | Application |
| Master’s degree in business technology or related field | D | |
| Evidence of continued professional development | E | |
| Business Improvement qualification (level 2/3 or above) | E | |
| Change Management qualification i.e. Prince 2, PiMP, AKDAR, Prosci, waterfall, agile. | E | |
| Knowledge and Experience: | Essential/ Desirable | Assessed via: |
| Proven experience of working at an executive level | E | All requirements under knowledge & experience, will be assessed at screening /selection stage. For those successful at the screening /selection stage further assessment will take place at interview and presentation. |
| Proven track record of effective leadership in business transformation roles | E | |
| Experience of communicating, challenging and influencing, engaging and inspiring teams and stakeholders at all levels. | E | |
| Proven experience in systems implementation, process engineering, intelligent data management and business change /implementation tools | E | |
| Strong understanding of contemporary digital capabilities, methods and approaches to solutions | E | |
| Robust commercial/financial track record developed within a similar environment | E | |
| Experience of building and managing budgets and maximising resources that may not be under your direct control | E | |
| Develops strategies that enable and support business growth and diversification | E | |
| Ability to analyse and re-design business processes for major improvement ensuring cultural fit | E | |
| Proven track record of technology enabled business transformation in a Public or Private Service Industry | E | |
| Experienced in developing strategic approach to business goals aligned to a strong financial focus and value for money | E | |
| Strong project management experience leading cross functional teams to drive change collaboratively | E | |
| Firm understanding of data and related Corporate Governance | E | |
| Firm understanding of the principles of Cyber Security and how to promote/design good practice | E | |
| Knowledge of customer engagement systems/CRM platforms | E | |
| Understanding of the housing sector and challenges it faces | E | |
| Experience of working in housing Sector | D | |
| Skills: | Essential/ Desirable | Assessed via: |
| Impactful authentic leader who inspires, acts as role model engages and motivates colleagues to deliver their best and achieve excellent results | E | For those successful at the screening /selection stage further assessment of skills will take place at interview, presentation and assessment. |
| Excellent stakeholder management, with the ability to engage, communicate and develop consensus with both internal and external stakeholders at all levels | E | |
| Demonstrates a passion for delivering and improving customer experience driving transformation that meet customers’ needs | E | |
| Drives genuine tenant and colleague engagement | E | |
| Excellent communicator who can engage a wide audience communicating fluently both verbally and in writing through the medium of English | E | |
| Builds a workplace culture which values, promotes and embraces equality, diversity and inclusion | E | |
| Highly proactive and outcome focussed | E | |
| An ambitious leader who can demonstrate drive and resilience | E | |
| Develops strategies that enable and support business growth and diversification | E | |
| Works collaboratively to formulate and deliver organisational strategic goals | E | |
| Ability to analyse and re-design business processes for major improvement | E | |
| Excellent analytical skills with experience in creating data models/dashboards and providing actionable insights | E | |
| Understand a wide range of contemporary technical skillsets and their application | E | |
| The ability to communicate fluently both verbally and in writing through the medium of Welsh | D | Application/ Screening Interview |
| Demonstrates Core Cartrefi Commitments - We do the right thing | E | Interview and presentation stage |
| Demonstrates Core Cartrefi Commitments - We lead by example | E | |
| Demonstrates Core Cartrefi Commitments - We are stronger together | E | |
| Ability to drive in the UK with access to own vehicle | E | Application |
* Cartrefi Conwy are committed to Equality and Diversity in our activities.
*Where disability precludes, this will be reviewed with the candidates at the interview stage to ascertain if there are any reasonable adjustments that can be made to this requirement.