Job Description
NHS Property Services have a fantastic opportunity for Workflow & Billable Manager. The role attracts a salary of £55,500 - £62,500. Car Allowance, Bonus & 27 Days Holiday. The location of the role is flexible.
As the Workflow & Billable Manager, you will be responsible for end-to-end process adherence from customer requests through to invoicing on billable works. You will work closely with all delivery teams in the MD areas ensuring that the CBW process is fully supported and adopted in order to deliver annual income targets. You will also work closely with the Customer Service Centre and Central Data Support Team to ensure all CBW works are correctly logged and invoiced.
You will support the Delivery Workflow Lead in creating, reviewing and updating Delivery workflow processes to support improved delivery performance and minimising the cost of managing our services.
You will be engaged with monitoring workflow performance related to task activity, including but not limited to task re-allocation; work restoration; fix target changes - identifying trends and opportunities to improve customer experience and workflow efficiency.
Using available platforms, including CAFM and reporting tools (PowerBI) you will analyse performance data related to workflow to enable positive engagement with the MD areas to support service improvement for self-delivered work and supplier performance.
There will be an element of project work, working closely with delivery and finance teams to review how other ad-hoc works or reactive works may be billable through the CBW process, such as catering, linen & laundry, franking, reactive cleaning and so on with the aim to grow the value of customer billable works and improve the transparency and accuracy of billing for our customers.
Managers play an important role at NHSPS. They are the conduit between senior managers and leaders and the colleagues across the business who deliver for our customers and who keep the business running smoothly. Their teams are made up of specialists and team contributors, and typically they are responsible for the delivery of defined elements of the strategy and operating plans.
Managers frequently share the same professional and technical backgrounds as their teams, and their role is to manage and coach their teams to deliver in line with targets and performance standards.
Their remit includes:
- Communicating key messages to team members about work plans and priorities, cascading organisational information to keep them connected to what is happening in the wider business
- Contributing to the development of local strategies and plan
- Role modelling the values and behaviours and setting the cultural tone of the team
- Engaging and collaborating with other managers across the business
- Taking responsibility and ownership for people activity for the team
- Developing high performing teams through recruiting and developing talent
- Embracing and embedding change and other organisational initiatives
- Tackling inefficiencies and driving continuous improvement
- Embracing, adopting, and embedding technology to enable business outcomes
- Managers are expected to have a good understanding of their functional area and how it connects with other parts of the business. They collaborate with other teams to deliver positive outcomes for internal and external customers and are focused on continuous improvement.
- Managers may be invited to contribute to working groups or other forums to improve the business. Future senior managers may be identified and developed from this group.
Core Elements
- Support process adherence by ensuring all training documentation, FAQs, ‘top-tips,’ process guides and Learning Zone training materials are up to date for CBW and Workflow activity
- Run regular CBW training ‘drop-in’ sessions for both the end-to-end process and the management of the process through Core.
- For the more complex CBW requests, ensure that all the correct policies and procedures are followed. E.g., CBW/Minor Works hybrid requests and PFI CBW requests
- Keep abreast of any policy changes including procurement, tax (VAT), vendor management, customer alterations, charging policies and update process documentation and training materials and ensure all changes are effectively communicated to appropriate channels
- Keep the CBW SharePoint site updated and make sure any process changes are effectively communicated.
- Look to continuously improve the process, through process simplification, technology improvements, and process automation based on colleague and customer feedback.
- Ensure that all internal and external process communications are kept up to date via a page on the NHS Property Services website with factsheets and FAQs and proactive email comms via the Customer Update utilising media including videos and infographics
- Work with delivery and finance teams to review the scope of ad-hoc charging through the CBW process, and where required scope, pilot, review and implement new ways of working ensuring measures of success are delivered
- Review all reactive works requests not captured as part of Year-end Reconciliation that can be managed as CBW and working with finance and delivery teams and the Customer Service Centre (CSC) to implement new ways of working to improve cost recovery through measured processes
- Review CSC statistics for Customer Billable Works to ensure the correct logging of CBW jobs, job assignment and SLA targets for quoting and job completion are met
- Ensure full compliance of the CBW process through Core by analysing data from the CBW Power-BI Dashboard, using the data to identify where support and training are required
- Work with finance teams to ensure all customer billable income and costs are correctly accounted for, and rate cards for quoting are in line with labour costs ensuring full cost recovery
- Reduce overdue payments by working with regional teams and credit teams as required
- Working with colleagues in the MD teams review reactive/remedial volumes and average costings and material costs to identify potential areas for cost reductions.
- Review and ensure national alignment, standards, and process for quoting and job costing.
- Proactively work across the Delivery function to perform gap analysis to identify relevant continuous improvement opportunities.
- Lead or take part in process improvement workstreams to develop improved solutions and benefits to the business. Embed a continuous improvement culture across the business.
- Review workflow and process models to defined business standards and within the company’s process management framework.
- Use workflow and process data to identify opportunities to improve delivery performance and minimise cost of managing our services.
- Monitor workflow performance related to task activity, including but not limited to task re-allocation; work restoration; fix target changes - identifying trends and opportunities to improve customer experience and workflow efficiency.
- Develops, implements, and maintains consistent best practice for workflow, processes, and standards.
- Acting as a lead or in a supporting role in the successful delivery on other projects where required including the development of project charters, project plans and ensuring the management of risks and issues and reporting on status.
- Work positively with key stakeholders across functions to deliver excellent customer engagement whilst achieving business and personal objectives.
- Provide support to the Delivery Workflow Lead and the Senior Policy & Process Lead to deliver required outputs across the wider responsibilities of the Property & Policy team.
Key Responsibilities
- Sets direction and clarifies priorities, plans, and goals for their team; creates an inclusive, high performing culture where colleagues can develop and thrive
- Brings professional best practice to their roles and teams to create strategies and plans
- Drives continuous improvement across their team’s remit and ensures teams operate effectively to deliver their collective goals
- Shares technical/professional skills and knowledge
- Oversees service delivery to internal and external customers at agreed performance levels with alignment to corporate performance framework
- Manages financial performance and budgets
- Adheres to the appropriate governance and compliance standards for professional area
- Represents NHSPS to internal and external stakeholders and customers credibly and positively
- To ensure that all the infrastructure assets are maintained safely, efficiently and in accordance with defined maintenance strategies including but not limited to HTM, SFG20, statutory, mandatory, and best practice. This applies to all M&E assets, building fabric and associated components, fixtures, and fittings.
- Ensuring asset attributes are collated, recorded, and maintained in the CAFM in line with the NHSPS data quality rules.
- Maintaining the appropriate planned maintenance strategy for assets and performing risk-based maintenance reviews as required.
- Ensuring that all supplier PPM schedules are aligned with the business requirements.
- Ensure consistent quality and high level of data integrity is applied to enable quality MI to be produced to support all reporting requirements.
- Manage application of change control / Management of Change process and performance of it including reporting and escalation to minimise operational risk to business including Health & Safety aspects.
- Assist with the development and ongoing use of the CAFM system and to ensure this is fully optimised as an asset management tool.
- Provide technical advice and guidance to the Facilities Management teams regarding the operation and maintenance of the sites.
- Devise asset survey methodology and framework for the estate.
- Support initiatives and programme associated smart building solutions and IOT.
- Develop and support Forward Maintenance Register (FMR) process and appropriate reports to enable the business to forecast the FMR liabilities across the estate.
- Support business initiatives around mobilisation and resource modelling.
- Support the business at a strategic level around service strategies and solutions.
- Support the business on corporate data submissions associated with estate and asset conditions.
This role will require you to demonstrate the following Experience, Capabilities and Knowledge
- Experience of operating in a busy, customer focused business
- Experience in the production of Policy/workflow mapping/process/best practice document development and implementation
- Experience of driving improvements to enable efficiency
- Experience of delivering change
- Experience using and understanding systems-based management information.
- Track record of success in professional area
- Experienced in data analysis (Excel)
- Must be able to demonstrate the ability to communicate effectively at all levels
- Stakeholder management, influencing, presentation and training skills
- Professional/technical know how
- Commercial and financial acumen
- Relevant legislative/regulatory frameworks
- Broad understanding of modern people practices
- High attention to detail applying quality standards to all tasks undertaken and ensuring that nothing is overlooked
- Programme and project management skills including Visio
- Planning and delivery/implementation skills
- Solutions focussed, a ‘can do’ attitude highly self-organised with ability to multi-task, manage expectations and deliver outputs to high standards and to agreed deadlines.
- Tracking and reporting KPIs
- Analysis skills – including the ability to manage complex datasets
- Data-driven decision making
- Budget management
- NHSPS ‘engage and enable’ leadership behaviours
- Customer focused – anticipates customer (internal and external) needs before they arise and proposes solutions to address these.
- Stakeholder management
- Continuous improvement
- People management and coaching skills
- Colleague engagement/wellbeing
- Professional qualification if required, or equivalent experience