Process Development Administration Manager (Internal Applicants Only)
IOSH, United Kingdom
Job Description
Salary: 35,250 - 44,375
Closing date: 23 May 2021
Interview date: 28 May 2021
Internal Applicants Only
We are currently recruiting to the role of Process Development and Administration Manager. The post is responsible for the management of an efficient, effective, proactive and customer focused centralised administration service which applies best practice and always adheres to IOSH’s customer service standards.
Key duties also include;
- Working with each directorate be responsible for reviewing all current administration workflows/process and contact points to identify opportunities to cease non-value-added activities, automate or self-service, or centralise processes / tasks to achieve operational efficiencies amp; savings.
- Recruit, lead, develop and motivate employees to deliver outstanding results and ensure continuous improvement through new, innovative and efficient ways of working and a culture of evaluation and learning and performance management.
- Developing, implementing and monitoring agreed consistent service standards and metrics to measure performance and consistency of service in line with IOSH’s customer service standards.
- To provide support in the development and monitoring of performance against budget.
- Responsible for the continuous improvement of the Administration service using employee engagement, trend analysis, metrics, customer service improvement activities and customer insight, and harnessing the latest technological advancements
Requirements
Knowledge
- Knowledge of how to develop and implement service changes to achieve efficiencies and process improvements, harnessing latest technologies.
- Knowledge of customer journey and what makes ‘excellent customer service’.
Skills amp; Abilities
- To have the ability to multi-task and undertake a variety of projects and tasks.
- To be flexible and approachable and able to work in a responsive and customer focused manner.
- Excellent interpersonal and negotiation skills with the ability to persuade, influence and, when appropriate, challenge with tact and diplomacy.
- Strong leadership skills including building, leading and inspiring effective and efficient teams.
- Effective stakeholder management skills to develop and maintain effective relationships.
- Strong analytical skills.
- A degree of strong personal resilience and ability to remain calm when in challenging situations.
- To have excellent organisation skills with the ability to meet deadlines.
Experience
- People management experience with the ability to coach, develop, motivate and support a team
- Proven experience of creating and developing a centralised administration service.
- Successful experience of leading, championing and managing change, achieving employee ‘buy in’ in a changing organisation.
Education
- Good standard of education.
- Relevant experience and/or Customer Service qualification.
Benefits
The salary range for this role is XX,XXX to XX,XXX. The starting salary will be dependent on the successful candidate having the relevant skills and experience required for the post. IOSH operates a performance related pay scheme where you have the opportunity to progress your pay based on your performance in the role, including participation in the IOSH employee bonus scheme.
We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In addition to this, you can expect a comprehensive benefits package including; salary exchange pension scheme, private medical insurance and healthcare cash plan, buying and selling annual leave and much more.