Registration Service Operations Manager

Successfully shortlisted candidates will need to be available to attend a face to face interview at County Hall, Chelmsford on either Tuesday 23rd April or Wednesday 24th April

The Registration Service meets Essex County Council's (ECC) statutory and legal obligations and General Register Office requirements, regarding the registration of ECC citizen life events, including births, deaths, marriages, civil partnerships and citizenship ceremonies.

The Registration Service Operations Manager is responsible for delivering a high quality, cost effective and consistent service, driving out inefficiencies and implementing change. Leading and managing a large team across Essex with multiple service points and the highest number of registrations in the country to deliver highly effective processes, maintaining flexibility and resilience to meet seasonal demand. The role will influence strategic culture change in a high-pressure environment, encourage development of efficient working practices, have responsibility for sustaining £3.5million of income and leading, developing and creating the commercial opportunities for further income generation.

The role requires in-depth operational understanding of the Registration Service and statutory obligations, as well as commercial acumen, excellent communication and engagement skills and the ability to develop relationships with key internal and external stakeholders which maximise service effectiveness and support wider system improvements.

Accountabilities

* Responsible for the development, implementation and maintenance of effective technology systems, business models and processes across the service function, to deliver sustainable and excellent customer service to families at sensitive and important times in their lives, including bereaved and those at imminent end of life.
* Responsible for defining, implementing and reviewing the annual service surge plan and implementing strategies to deploy resources effectively to meet seasonal demand, including the development of service level agreements.
* Responsible for developing and maintaining effective business processes to meet legislative requirements that also enable the service to meet the changing requirements of Essex families.
* Responsible for the operational management of the service; leading and managing teams to ensure that legislative and policy requirements are met and a high-quality service is assured and delivered.
* Use specialist skill, knowledge and experience to ensure that the Registration Service delivers all statutory responsibilities and service compliance with General Register Officer (GRO) guidelines to achieve a 'good' assurance rating, through the statutory role of Superintendent Registrar.
* Responsible for analysing data, including customer feedback, to make informed decisions about service developments, measure team and individual performance against targets to ensure quality, productivity and value for money.
* Responsible for leading and managing continuous improvement projects for the Registration Service and contributing to wider Customer Services projects, to ensure a culture of embracing change and the Six Pillars of Customer excellence is embedded across the service.
* Builds strong working relationships with key stakeholders and partners e.g. NHS, to define priorities that will determine the strategic direction, acting as a trusted partner to deliver shared goals and overcome national issues resulting from reducing resources.
* Contributes to a high performing culture, drawing on specialist skills and expertise to challenge ineffective practice and bring together diverse capabilities from across teams to achieve shared objectives.
* Specific individual and shared targets and objectives are defined annually within the performance management framework.

Knowledge, Skills and Experience

* Educated to RQF level 3 (A level) or equivalent by experience in operational management.
* Evidence of continuing professional development and expert knowledge in relevant professional area.
* In-depth operational understanding of the Registration Service, the Service's statutory and service delivery obligations and legal framework.
* Strong communication, influencing and stakeholder management skills, with experience of working successfully with challenging and demanding customers, using negotiating and diplomacy to resolve conflict and situations where there are competing demands.
* Significant experience of leading a team with the ability to motivate, engage and develop to achieve high performance and outstanding business results.
* Demonstrates a passion for delivering excellent customer experiences.
* Strong knowledge and understanding of business planning and performance management with proven ability to problem solve complex and challenging issues.
* Ability to withstand significant and unanticipated pressure and challenge in a manner which demonstrates high standards of integrity and resilience.
(Qualification certificates should be brought to interview)

Working for Essex welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Working for Essex is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.