Head of Performance and Assurance

14677

1
MO12 MetCC
Lambeth
LAMBETH HQ
Band A
Full Time
36 hours per week
Permanent

 Job Title: Head of Performance and Assurance

Salary: £69,161 to £79,882 plus a Location allowance of £1,721. You will receive £69,161 the band minimum. Progress to the band maximum of £79,882 will be via incremental progression.

Location: Primarily designated MetCC HQ -Lambeth although will be required to attend other MPS sites, or locations outside of the MPS estate as part of the role.

 


The Metropolitan Police Service has a mandate for change to ensure that it delivers the best possible policing for London, driving forward the Commissioner’s mission of more trust, less crime, high standards. MO12 (Command and Control) is at the forefront of this as the organisation embarks on a programme of reform and modernisation. The transformation of the organisation has already started through a series of newly commissioned work streams that provide a lens to the most critical areas of the business that need reform. The role of Head of Performance and Assurance at MO12 is a role that will be instrumental in this ambitious transformation. 

This role provides leadership to a team of 2 senior service managers, reports to the OCU Commander and is part of the extended MO12 Senior Leadership Team. The purpose of the role is to be responsible for the performance management and quality assurance of MO12. The role holder will be required to develop and implement performance and quality assurance frameworks driving the performance culture across the command. The Role Holder will work with operational leaders to identify improvement initiatives for First Contact and Despatch to ensure that performance and impacts are monitored, managed and improved in line with strategic priorities.

 

This role will:

  • Require an experienced, highly skilled and motivated individual that has significant proven and demonstrate ability on working in a similar role to lead our performance and assurance function.
  • Experience in supporting service improvement and able to demonstrate that our services are helping to improve outcomes for the public, by establishing and applying the delivery of project management quality standards.
  • Lead on the development of performance management and assurance arrangements across MO12, providing leadership and direction to team members using sophisticated data and performance reports to support continuous improvement in practice and service delivery.

 

Key Responsibilities:

 

  • Provide senior leadership and expert guidance on the delivery of performance management and quality assurance, to enable MO12 and its partners to achieve their business objectives

 

  • The implementation of a cohesive QA strategy that is robust and fit for MO12

 

 

  • To work in partnership with the SLT to develop an agreed set of Service Level Agreements and KPI’s, within First Contact and Despatch

 

  • Integrate improved performance across MO12 by providing necessary performance governance, management and assurance requirements, through the use of Service Level Agreements and KPI’s

 

 

  • Work closely with external partners to understand the needs of the public and appropriately manage risks and public confidence and anticipate and respond to new and emerging threats.

 

  • Use process and technology to challenge the status quo, with the support of Business Change and Transformation.

 

  • Improve performance, against Service Level Agreements and KPIs, by implementing and monitoring action or rectification plans where appropriate

 

  • In partnership with the SLT to develop a Performance Framework across all MO12 services to help prioritise resourcing, manage risk, produce forecast plans and drive performance decisions to improve service delivery.

 

  • Act as a SME and a key point of contact for performance, business assurance including risk management, business continuity and Health & Safety providing advice and guidance to MO12 teams.

 

  • Ensure the provision of education/training/awareness/other interventions using best practice techniques to all within MO12, in order to promote and sustain a proactive culture, in partnership with MO12 Academy and Leadership and Development.

 

 

  • Setting, monitoring and achieving performance criteria in a contact centre environment, with a focus on quality, efficiency, and customer satisfaction.

 

  • Ability to monitor random calls to improve quality, minimise errors, and track supplier operative performance.

 

  • Particular focus on the ability to ensure service targets, SLA's, and KPI's are continually reviewed and expectations are met with optimum levels of quality & service delivery

 

  • Collaborate with key stakeholders across the business such as; HR, DPS and DLS, to integrate good governance practice into existing business mechanisms and processes, at both strategic and operational levels.

 

  • To embed and effect a behavioural cultural change within MO12, taking into consideration the HMIC and Casey reports.

 

  • Cultivate the culture of continuous improvement, through direct collaboration with the Continuous Improvement Team.

 

Please click on the below link to view an online candidate information pack that will you give you an insight into the Met, the competency framework we use which shapes our daily work behaviours, the application process and a host of other information, that will help inform and support your application:

https://sscl-innovation.com/MPScandidatepack/

 

Click the apply now button below and start your career at the Met. Applications will be via a detailed CV and online application form.

Completed applications must be submitted by 29/05/2023.

We view diversity as fundamental to our success. To tackle today’s complex policing challenges, we need a workforce made up from all of London’s communities. Applications from across the community are therefore essential.

As a Disability Confident Committed Employer the Met have committed to ensuring that disabled people and those with long-term health conditions have the opportunities to fulfil their potential and realise their aspirations.

www.metpolicecareers.co.uk

Knowledge

  • Understanding of Service environment – knowledge of how to provide enabling services to an operational customer group
  • Understanding of operational policing requirements and priorities and how that translates into service delivery.
  • Understanding of relationship management and key performance indicators, dashboards and reporting.
  • Understanding of political, legislative and regulatory constraints
  • Familiarity with MPS Governance and Finance Structures
  • Knowledge of business assurance activity including business continuity and managing risk
  • Knowledge on Health and Safety in the workplace

Skills

  • Strategic management and ability to produce and implement strategies and plans
  • Ability to operate in a complex organisational environment
  • Ability to provide clear leadership across a breadth of functional areas
  • Effective conflict and issue resolution skills.
  • Ability to influence senior business personnel and senior executive management in challenging situations.
  • Excellent all-round communication skills up to board level
  • Excellent stakeholder and supplier management.
  • Ability to contribute to convincing and cost justifying business cases
  • Ability to apply commercial principles when negotiating that lower the cost or provide best value to the organisation
  • The ability to think and act in response to immediate needs as well as being able to think strategically; setting direction for others to work towards longer term outcomes.
  • Highly effective communication skills, the ability to inspire confidence and trust and to influence at the most senior levels with delivery partners, HMICFRS, MOPAC and senior staff and officers.
  • Lead by example, and who can empower, enable, motivate and develop others.

Experience

  • Experience of managing people
  • Experience of Performance Management and KPI delivery 
  • Experience of managing within a service delivery environment
  • Experience of delivering in a multi supplier contract at a senior level in complex organisations
  • Experience of implementing Performance Frameworks across multi functional service areas
  • Experience in dealing with high value financial contracts and budgets
  • Experience of managing within a Business Change Portfolio
  • Experience of leading/working on major business realignment/outsource projects
  • Strong leadership skills with a proven track record of delivering ‘front line’ operational service and performance improvements in a complex stakeholder environment, building and developing effective relationships with senior professionals and working with them across organisational boundaries to achieve common goals.
  • A demonstrable track record of working and leading through large scale programmes of improvement and change.
  • Proven track record of success in a complex operational delivery environment and have demonstrated significant senior leadership impact

Application Process:

  • Application and CV via Oleeo
  • You should aim to present your evidence within a guidance of 350 words per example
  • Failure to do so will be subject to scrutiny, with a judgement of necessity to deviate from this guidance.
  • Paper sift (observed by PCS/Police Federation Representatives)
  • Presentation and Interview
English
MO12 Commander Chief Superintendent
The following competencies will be tested against during sift:
  • We are innovative and open-minded at level 3
  • We are collaborative at level 3
  • We analyse critically at level 3
The following values will be tested against during sift:
  • Integrity 
  • Professionalism 

Disability Confident Statement 

The Met is committed to being an inclusive employer with a diverse and representative workforce at all levels. We encourage applications from people from the widest possible range of backgrounds, cultures and experiences. We particularly welcome applications from ethnic minority groups and females.

As a Disability Confident employer, the Met has committed to making disability equality part of our everyday practice. We ensure that people with disabilities and those with long term health conditions have the opportunities to fulfil their potential and realise their aspirations. If you consider yourself to have access, workplace or reasonable adjustment requirements that need to be accommodated, we ask that you include this information within your application form. All matters will be treated in strict confidence and will not affect any recruitment decisions.

Read our full disability confidence statement.

Disability Confident Employer

This opportunity is closed to applications.