Defence Business Services (DBS) Business Management Team Manager

Veteran Services (VS) is part of the Armed Forces and Veterans Team and is responsible for providing support to the Armed Forces (AF) community through a network of Case Managers across the UK and Republic of Ireland. We work with the Royal Navy, the British Army, the Royal Air Force, local authorities, voluntary organisations, service charities and OGDs. The service provides assistance for those transitioning from service to civilian life, advising bereaved families, applying for armed forces compensation, and providing information and guidance on the support available to the AF community. Our Transition services are governed by the MODs Holistic Transition Policy as detailed in Joint Service Publication (JSP)100.Joining VS offers the opportunity to be part of a professional, committed, energetic team, working in a high-profile, fast-paced subject area that attracts significant media and ministerial attention. You will be required to work at pace to achieve your objectives, support our collective aims and respond to the dynamic environment in which we operate. Successful applicants will be provided with training to meet the demands of this role and are expected to maintain up to date and relevant skills and training whilst in post, both guided by Civil Service Required Learning and by independently identifying opportunities whilst in post.Veterans Services is currently the subject of, and affected by, an independent review, which was commissioned by MOD and Cabinet Office Ministers to ensure the UK Government is providing the right support to the right people in an efficient, value for money way. The recommendations have now been published and are available on gov.uk The Independent Review of UK Government Welfare Services for Veterans GOV.UK (www.gov.uk). The focus of this change program will continue throughout the rest of 2024/25 and beyond as following a change in government the new minister has recently unveiled his plan for OP Valour. To pursue this the minister has set up a task force to look at the services that support veterans.The review and subsequent task force presents an exciting opportunity to be part of changing what we do and how we do it. You are strongly encouraged to familiarise yourself with the review detailed above and its recommendations to help you understand what changes we are likely to be implementing in due course. Such change will affect the focus and responsibilities of our roles. This position presents an exciting opportunity to influence and implement internal service change towards a one service, one team, one way ethos OSOTOW ensuring this is completed being mindful of ministers evolving vision and sector developments.VS has a national footprint and is currently covered by our 5 regional centres, which are based in - Kidderminster, Norcross, Centurion, Belfast, and Glasgow. We are recruiting for a Business Management Team Manager to work from Norcross or Weeton Barracks.Business Management Team (BMT) is an integral component to Veterans Services (VS) which includes our customer facing field teams. Supporting Veterans Services (VS) delivery, continuous improvement and business continuity, reviewing and ensuring synergy with DBS Business Management Team and processes. Monitoring and reporting on VS performance, maintain VS Knowledge Base, review, and identify additional staff training requirements, utilising statistical data, reporting to management team in line with policy and process. VS BMT Manager is a key role as we move towards a new model of delivery. In addition to the below responsibilities the next 12 months will significantly focus on building a robust Team, leading on workstreams to ensure the smooth efficient and processes to support the AF community. These will be an expectation to travel to different sites as required to facilitate the above. You will be required with internal stakeholders and colleagues by all suitable means, including face to face, email, phone and a range of meeting platforms including Skype, MS Teams. You will have confidence and/or familiarity with MS Office applications, including MS Teams, Word, Excel, One Note and a willingness and aptitude for learning new IT skills.Travel throughout your designated area of responsibility will be required and a valid driving licence is required. Occasional national travel and overnight stays will be necessary as part of the role to fulfil team training and meeting requirements.VS BMT Manager is responsible for:Service Delivery Management Oversee the production and communication of KPI and performance reports on a monthly basis. Escalate performance risks and/or missed targets to SEOs, to ensure service delivery is maintained in line with agreed working standards, protocols, DSAs and MOUs.Provide a focal point for staff and key MOD stakeholders for VS performance, quality, and service delivery risks. Develop, maintain, and communicate VS working processes, ensuring these are fit for purpose, consistent across regions and adhered to. Work closely with the Management Team to review and continuously improve ways of working in order to provide an enhanced service to customers. Management of the People Safe process, including system updates and the development and communication of staff guidance. Act as a focal point and ensure staff adhere to the defined VS Change Control Process. Manage change requests to VS processes and ways of working, complete impact assessments, document and communicate amendments as required. Complete regular quality checks on VWCS to ensure data recorded in line with agreed standards. Manage VS IT requests/issues and raise awareness of information assurance procedures. Oversee the collation of customer feedback. Manage the VS SharePoint page, including user access and archiving. Support SEOs and act as deputy when required. Liaise with VS suppliers to approve and process orders. Act as Continuous improvement focal point for VS. Delivering, reviewing, and analysing workload reports / statistical data on a regular basis to monitor, predict and address workload requirements and risks. Management of the Kin-Forming and DIS telephone for out of office hours support, as well as Head Office focal point for PeopleSafe Alerts ensuring security of staff during face-to-face visits. Oversee and ensure accurate and timely responses to official correspondence are completed to deadlines specified. Influencing and contributing to decision making both internally and externally regarding synergic ways of working. Engaging in regular team and management meetings to evaluate service delivery, provide briefings and ensure effective teamwork within a supportive environment. Identifying business risks and escalating service issues or concerns to senior leadership team, suggesting appropriate solutions following business continuity best practice.Act as a key point of contact for any location specific issues for the team within your area of responsibility. Proactively contributing to consistent VS provision, suggesting improvements or solutions as appropriate. Ensuring that VS operates as a single, seamless team throughout the UK and best practice is promulgated. Completing location and subject-matter-expert specific tasks as required and pro-active contribution to Veterans Services project work. Line Management Line managing BMT EOs in accordance with Civil Service and MOD policies of Line Management, including performance management of staff, and effective management of absences. Provide cover for fellow HEOs when required. Ensure the wellbeing and effective support of all staff through regular check ins and 1-2-1s. Promote and develop a culture of peer support and self-care in the team utilising all VS/DBS/MOD resources such as the Supportive Care Directive, Employee Assistance Programme, Charity for Civil Servants etc. Stakeholder Engagement Work with VS management team and HEO colleagues to ensure a strategic and planned approach to engagement particularly in relation to relationships with internal partners. Promoting and ensuring efficient and effective working relationships between VS, other parts of DBS, who support us in our objectives to meet our clients needs and policy intent. Working closely with HEO and SEO colleagues, contributing to engagement with MOD in general and our relevant policy area in development and maintenance of VS. Provide background information from various systems to stakeholders ensuring they meet the required deadlines. Veterans Services Management Team Regular and frequent close collaboration with management peers to deliver a consistent, high quality service across the UK, supporting each other and sharing best practice in both line management and service delivery. Proactive contributions to the Veterans Service Management team and the management structures and processes of Veterans Services, including improving our digital collaboration. Deputise for SEOs when required. Other tasks - completing location and subject-matter-expert specific tasks as required and pro-active contribution to Veterans Services project work. Learning and Development Complete MOD Required Learning and that required by DBS/Veterans Services.Proactively consider and identify learning opportunities and in conjunction with regular 1-2-1s with Line Manager. Keep timely and accurate records of all desired and completed learning and development on MYHR to share with Line Manager