Assistant Director of Strategic Planning & Customer engagement

Job title: Assistant Director of Strategic Planning & Customer Engagement

MPA Recruitment, on behalf of our client, is recruiting for an Assistant Director of Strategic Planning & Customer Engagement.

The Assistant Director will lead the strategic development and delivery of Customer Engagement, Performance and Planning services, supporting the organisation's transformation agenda and strategic objectives.

Working closely with senior leadership, the role oversees corporate planning, governance, performance management, customer engagement, quality improvement, sustainability, and business development while driving continuous improvement, organisational change, and service excellence across the organisation.

Location: Knockbraken
Hours: Monday to Friday 9am-5pm
Salary: £39.76

Job responsibilities:

• As a key member of the senior Strategic Planning & Customer Engagement leadership team, play a significant role in establishing, maintaining and communicating a clear and compelling strategic direction for the Directorate.
• Contribute to the development of a strategic plan for the Directorate and lead on the development of the division‑specific strategic plan specifically in regard to Governance, Customer Engagement, Performance and Planning.
• Communicate complex, difficult and sensitive matters to key internal and external stakeholders and, as Performance and Planning Matter Expert, support HSC organisations in engagement with Health Committee or political representatives, Legal Actions and matters impacting industrial relations where appropriate. This could include imparting news such as performance targets not being met.
• Work collaboratively and strategically with the wider Strategic Planning & Customer Engagement Teams to champion an ethos of excellence, promoting a consistent, enhanced staff experience and the alignment of Customer services with the BSO objectives.
• Lead the development and coordination of the BSO's strategic planning processes which support a culture of working with clients, customers and HSC Organisations to deliver high quality health and social care in line with regional strategies, Ministerial and HSC priorities and local improvement plans.
• Develop, implement and deliver a customer relationship strategy for the BSO, ensuring integration with corporate strategy and service delivery priorities.
• Develop, implement and deliver a service improvement strategy for the BSO, ensuring integration with corporate strategy and service delivery priorities.
• Develop, implement and deliver a performance management framework and system for the BSO, ensuring that customer relationship and service improvement strategies are key to the business of each of the delivery directorates.
• Develop a corporate wide process for listening to the voice of the customer and implement a process to ensure that this voice is heard and actioned within all directorates.
• Facilitate negotiation of contracts between internal directorates and external customers ensuring that affordable and value adding solutions are developed.

Essential Criteria:

• University Degree or relevant professional qualification and have worked for at least 3 years in a senior management role which demonstrates evidence of leading in at least 3 of the following functions: Customer Service, Service Improvement, Performance Management, Strategic Planning, Risk Management or Corporate Governance.
• OR Have worked for at least 5 years in a senior management role which demonstrates evidence of leading in at least 3 of the following functions: Customer Service, Service Improvement, Performance Management, Strategic Planning, Risk Management or Corporate Governance.
• Demonstrate experience of team and people management.
• Demonstrate experience of finance management.
• Demonstrate evidence of successfully managing organisational change and leading service improvement.
• Have delivered against challenging Performance Management Programmes for a minimum of 3 years meeting a full range of key targets and making significant improvements.
• Have worked with a diverse range of stakeholders, both internal and external to an organisation, to achieve successful outcomes for a minimum of 3 years.
• Hold a current full driving licence which is valid for use in the UK and have access to a car on appointment. This criterion will be waived in the case of applicants whose disability prohibits driving but who have access to a transport approved by the Organisation that will permit them to carry out the duties of the post.

In‑depth knowledge in a number of disciplines e.g. corporate governance, performance management, risk management, quality improvement, information system, finance, staff management, contract management acquired through training and experience over an extended period.

Have an up to date, working knowledge of information communication technology as applied to health and social care in Northern Ireland.

Clear knowledge of all issues relating to SLA / contract management and formal partnerships.

Demonstrate evidence of personal responsibility for achieving measurable improvement, at an organisational level, across a range of management activities.

Have worked with a diverse range of stakeholders, both internal and external to the organisation, across a range of professional disciplines, to achieve successful outcomes.

Have excellent communication skills, both orally and in writing, including experience of writing reports, briefings for senior stakeholders and experience of giving presentations to a range of stakeholders.

Ability to analyse a wide range of facts and information to include policy and legal information and be able to communicate this analysis to a range of key stakeholders including DOH, Board and Senior Management Team.

Ability to work autonomously using a high degree of initiative.

Ability to plan projects and activities to ensure that monthly, quarterly and annual deadlines are met.

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