Job Description

To be accountable and responsible for the strategic leadership and management of all departments, plans and activities designed to raise service quality and drive service development and improvement. The Assistant Director of Service Development & Quality will lead the Service Development & Quality Department and strategy, including a Head of Service Quality and a Head of Service Development across a portfolio including service development, quality, evaluation and insight, co-production and involvement, continuous improvement and service programmes. The Assistant Director will contribute to service innovation and strategy.

The post-holder will work with the Director of Services to create a Service Development and Quality strategy and work as a lead member of the Services Management Team. In addition, the post-holder will work with Heads of Service Development and Quality to develop individual departmental strategies, objectives and an effective programme of integrated service development, quality and improvement activities.

Main Duties

Leadership:
• To build, lead and develop a high performing integrated Service Development and Quality department with a collective sense of purpose. To support and line-manage the Head of Quality & Involvement and the Head of Service Development to develop departmental strategies, objectives, policies & protocols, which contribute to divisional and organisational priorities, delegating responsibility appropriately and ensuring that team members model Independent Age’s values and behaviours.
• To provide Service Development and Quality leadership, direction and expertise to drive the aims and objectives of Independent Age. To play a leading role in both the Services Management Team and Wider Management Team, to oversee the development and delivery of cross- organisational strategies, programmes and projects as delegated by Independent Age’s Senior Management Team (SMT). To deputise for the Director of Services as required and model leadership behaviours –
building relationships at all levels, facilitating co-operation, harnessing the talents of functional experts and always acting with utmost integrity and professionalism
• To oversee the development of strategic partnerships with local and national commissioners, best-in-business consultants and suppliers, ensuring cost- effective service, clear compliance and a commitment to Independent Age’s values and goals.

Strategy:
• As an identified area of strategic importance, to lead the development of an integrated and effective Service Development and Quality strategy, and related plans and activities, across a broad portfolio including service development, service programmes, service quality, service evaluation & insight, co- production & involvement and continuous improvement to meet and exceed service KPIs and ensure long-term sustainable organisational growth.
• As a senior member of the WMT, to actively contribute to the development and evaluation of organisational strategy, related priorities, objectives and projects.

Budgets, Planning & Reporting:
• To lead the development of robust business plans and budgets, multi-year forecasts and KPIs, as well as systems for monitoring and evaluating service development activities in line with agreed divisional and organisational guidance.
• Together with the Assistant Director of Marketing & Communications, to develop (and provide strategic oversight of) joint Services & Marketing KPIs, working to ensure a strategic approach to alignment and shared planning.
• To be accountable for meeting agreed Services KPIs, contributing to the delivery of broader divisional KPIs and reporting on performance to the Director Services, SMT and Board of Trustees as directed by the Director of Services.

Service Development, Quality and Programmes:
• Actively support and champion service innovation working to support the Innovation Department as required.
• To provide strategic direction for all service development activities including continuous improvement, developing and embedding new service activities and supporting the development of current services.
• In liaison with the Assistant Director of Fundraising and Assistant Director of Marketing & Communications, to co-create a simple and robust Impact Framework which enables us to clearly communicate the impact of our work with older people.
• To work in partnership with the Assistant Director of Fundraising and
Head of Partnerships & Philanthropic Giving to develop a clear strategy and approach to generating resource for core services – including charitable trusts and foundations, grantmakers, major donors and commissioned services.
• Together with the Assistant Director of Fundraising, to set the strategic direction for the development of funding package proposals and grant/gift terms and conditions.
• To work with the Assistant Director of Marketing & Communications to ensure an integrated approach to customer insight and experience (oThine and online) and a pipeline of compelling content which helps inspire and influence key audiences.
• To provide strategic direction for the delivery of funded services and contracted service delivery, supporting services fundraising and income generation activity.
• To provide strategic direction for the development of service quality, evaluation and insight including a programme of co-production and involvement activity and the development of IA outcomes and impact measurement.
• To be responsible for ensuring that the work of the Service Development and Quality department is understood and actively supported by other teams and actively contributes to the objectives of Service Delivery, Innovation, Engagement, Policy and Resources divisions.

Development & networking:
• To future-proof Independent Age’s by building a network of senior level contacts/strategic partnerships, ensuring that Heads and managers undertake regular competitor analyses and sector research, investigate ways to improve effectiveness, seize opportunities, and anticipate risks, and by encouraging and supporting innovation and improvements.
• To represent Independent Age externally at a senior level, including acting as a media spokesperson to raise awareness, build understanding and drive action.

Other Duties
• To ensure that activities adhere to charity law, compliance & best practice (eg data protection, safeguarding and vulnerable adults, consent, quality accreditation).
• To observe and comply with all Independent Age Policies, including the
key policies and procedures on Confidentiality, Data Protection, Health and Safety, Safeguarding and Information Technology Policies and Procedures.
• To undertake other reasonable duties as directed by the Director of Services as the division’s and organisation’s work develops and new needs emerge.
• This role may require additional travel and overnight stays.

Closing Date: Wednesday 28 March 2018

Interview Date: Friday 13 April 2018

Job descriptions cannot be exhaustive and so the post-holder may be required to undertake other duties which are broadly in line with the above key responsibilities.

Independent Age is committed to equality of opportunity and of eliminating discrimination. All employees are expected to adhere  to  the  principles  set out in its Equal Opportunities Policy and all other relevant guidance/practice frameworks.