Performance and Governance Manager [Permanent, Full Time ]

Reports into: Head of Governance and Business Assurance

Direct reports: None

Department: Corporate

Role Purpose

• Responsibility for the development and provision of performance management information to the Executive Leadership Team, Committees, Board, and business leads across Inquilab.
• To identify performance trends that may affect Inquilab’s future viability and investment decisions and provide analysis to help managers improve performance and/or data.
• Lead in the provision of third-party assurance across the business and the collation and submission of statistical, regulatory returns and benchmarking submissions
• Assist the Head of Governance by deputising as the internal audit liaison lead for the business and provide governance administration

Key Responsibilities and Accountabilities

• Responsible for the development, maintenance, production, collation, and reporting of Inquilab performance information including the periodical review of performance indicators and customer satisfaction polling (Performance Management Framework).
• Champion the importance of performance improvement and reporting at Inquilab.
• Monitor the storage, maintenance, retrieval, and removal of data (primarily in the Housing Management System).
• Support, and work closely with, Inquilab’s IT/Data Manager to rectify issues or discrepancies in data and information quality to ensure that internal data is consistent and verifiable.
• Facilitate automation of report generation and performance monitoring.
• Ensure internal performance reporting systems and processes are fit for purpose and meet Inquilab’s planning and monitoring needs. To use housing sector benchmarking data to provide Inquilab with appropriate assurance and, through dialogue with Senior Management, drive forward further improvement in performance.
• Provide advice and make recommendations to Heads of Service and other staff to ensure that performance targets are met, and reporting compliance is achieved.
• Work closely and collaboratively with all advisors to ensure their understanding of, and adherence to, their schedule of deliverables and associated key dates of submission and evidentiary data.
• Develop and test new bespoke reports and audit and modify existing reports, ensuring that Performance Indicators are produced in accordance with the specifications
• Provide and analyse performance and statistical information for the Board, Executive Leadership Team, and Senior Management Teams to inform business decisions and support specific projects and business imperatives.
• Build and maintain relationships with business leads across Inquilab, explaining performance information as required and working with senior managers to resolve issues and anomalies and improve services.
• Design and deliver training and on-going support to other staff on the use of performance reporting tools.
• Ensure the accurate and timely submission of the annual Statistical Data Return (SDR), statutory returns, specifying reports and liaising with colleagues to obtain information.
• Lead on the timely submission of data for external benchmarking, to Local Authorities and other stakeholders, ensuring proper adherence to criteria.
• Identify opportunities for improvements in process, systems and technology use and risk mitigation to ensure compliance and assurance across the organisation.
• Together with the Head of Governance, act as the liaison between Internal Audit, the Executive Directors, and Heads of Service, ensuring that audit reports and management actions are reported appropriately throughout the governance structure.
• Support the Executive and Operational Management teams with undertaking formal performance monitoring, compliance, financial and quality audits of services.
• Assist with risk management reporting.
• Assist with ad-hoc governance administration, as required by the business.
• Undertake spot checks to evidence and support KPI information.

Standard Responsibilities

Adopt and comply with Inquilab values, policies and procedures, and regulatory frameworks including:

• Code of Conduct
• Health & Safety
• Data Protection, privacy and use of IT resources
• Regulatory standards and probity
• Risks and internal controls framework
• Human Resources policies and procedures
• Equality and diversity

No role profile can cover every issue which may arise within the post at various times. The post holder is expected to carry out other duties from time to time, which are broadly consistent with those described.

Person Specification

Education

• A bachelor’s degree/relevant professional qualification or equivalent is essential

Knowledge and skills required

• Ability to understand a wide range of business activities in detail
• Ability to work methodically with excellent planning and time management skills
• Ability to use IT effectively
• Knowledge of databases and ability to interpret the impact of different systems on data management
• Ability to analyse and map business processes
• Good knowledge of Data Quality principles
• Excellent interpersonal communication and promotional skills, with the intelligence and credibility to influence colleagues and managers
• Excellent written communication skills
• Practical, administrative, and organisational skills
• Ability to anticipate issues and respond in a timely fashion
• Ability to apply discretion and understand the importance of confidentiality
• Ability to manage multiple priorities and plan workload
• Excellent record keeping skills (ability to accurately & clearly record information) as well as maintain organised and efficient systems
• Excellent time management, ability to work flexibly under pressure and without close supervision
• A good attention to detail whilst creative and entrepreneurial

Experience Required

• Proven track records in developing and managing performance systems within complex teams
• Experience of analysing complex information and understanding implications for the business
• Experience of writing and presenting a range of reports, policies and procedures clearly and succinctly
• Experience of co-ordinating programmes of work, preferably in a complex organisation
• Experience of working collaboratively across different business areas
• Excellent understanding of and experience in the use of spreadsheets, databases and reporting generating software.

Additional Information

• Occasional attendance at meetings and work flexibly, outside of contractual hours (including attendance at evening meetings), may be required, as well as a willingness to travel
• May have to undertake mobile/remote working

 

Inquilab STARS Values

We want to make Inquilab a great place to work and a great organisation that really delivers for its customers. Our STARS values are designed to guide how we work, every day. Everyone within the organisation is expected to demonstrate our values in their role and in how they relate to colleagues, customers and stakeholders.

Service: I respect and value customers, both internal and external, and demonstrate our commitment to high quality customer service in all that is done

• I take responsibility and action to provide services our customers value and are proud of.
• I take responsibility to promote excellent customer service with a positive ‘can do’ attitude and encourage this across the team
• I put in place plans to gather internal and external customers’ views and aspirations and ensure these are realised
• I take ownership and responsibility for resolving problems and issues for services provided by the team and empower staff to take ownership of their own areas of work
• I ensure the team addresses customer and quality issues in proactive and creative ways and I create processes and systems to enable the team to record and resolve customer issues.
• I strive to get things right first time and if not, committed to putting them right.

Trust: I show honesty and integrity in my dealings with others and take ownership of my actions

• I am honest, open and demonstrate integrity
• I take ownership to do what I say I’ll do and encourage colleagues to take ownership and be open about problems and issues.
• I follow through on promises. I’m consistent and adhere to ethical principles in my relationship with others
• I objectively assess the need to compromise while staying true to my values

Accountability: I take personal ownership and responsibility to get things done. I make things happen by empowering and delivering through the team and using resources effectively

• I work hard to make things happen. I persevere and don’t give up quickly and easily
• I am disciplined and realistic and do what I say I will do
• I take personal ownership of an issue until it is resolved. I own my mistakes and do all I can to rectify them, learning from the process
• I make decisions that are within my remit
• I use feedback positively to meet, improve and exceed services to, and expectation of, customers and for my interaction with colleagues and stakeholders
• Operates largely autonomously, within set guidelines with managerial guidance.
• End results largely defined but interpretive judgement is used to achieve them.
• Works to clearly defined budgetary parameters and targets

Respect: I treat everyone with respect and understanding.

• I show commitment, professionalism and respect to others by arriving on time and engaging fully in meetings
• I listen to others, work hard to understand their point of view, open myself up to new ideas and opinions and seek to be well informed about people’s differences
• I always answer a ringing phone and respond quickly to customers and colleagues. I look for ways to tailor and improve services to take account of differing needs. And demonstrate integrity and fairness in decision-making
• I put myself in others’ shoes and understand how my actions impact. I am willing to explore critical differences in perspective and I understand I must treat everyone with the respect and dignity that I would like to be afforded.
• I make myself available and aim to be easy to work with

Strength: I am ambitious to succeed for both the organisation and my personal wellbeing.

• I continually exhibit good judgement, clear perspective and courage in withstanding or influencing outcomes for the benefit of customers and colleagues
• I’m aware of my strengths and weaknesses and reflect on how they may impact the expectations and standards of the organisation
• I make every effort to navigate and negotiate complex relationships and change, and exercise self-control in my dealings with others
• I always act with integrity and demonstrate capacity and courage in dealing with issues with both customers and colleagues.

Additional Value - Teamwork: One team, working towards common objectives

• I understand Inquilab is one organisation and I actively promote a ‘one team’ culture
• I work well with people across the organisation to ensure customers only need to make a ‘single ask’
• I welcome contact and input from colleagues in all parts of the business
• I share my knowledge and experience with colleagues to ensure delivery of excellent service
• I welcome opportunities outside my team role to contribute to improving the business.

Job Types: Full-time, Permanent

Salary: From £45,230.00 per year

Closing date: 28 August 2022

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How to apply

Please download our Recruitment Pack and complete the required information and forms.

These must be submitted to us together with your CV, and a covering email explaining why you are interested in this position and how you feel you would be a match for Inquilab, to recruitment@inquilabha.org.