Assistant Director Strategic Planning & Customer Engagement

Assistant Director Strategic Planning & Customer Engagement

37.5 hours a week

Belfast

£39.36 per hour

JOB SUMMARY

The postholder will support the Director of Strategic Planning & Customer Engagement and BSO Executive Leadership Team (ELT) in enabling the Business Services Organisation (BSO) to deliver on its strategic goals and significant transformation agenda. S/he will be responsible for the strategic development and management of a portfolio of core Customer, Performance and Planning services delivered across the BSO as well as the operational management of the office of the Chair and Chief Executive, Complaints and Raising a Concern, and Sustainability.

The post holder will be directly responsible to the Director of Strategic Planning & Customer Engagement for the delivery of a range of services to customers within the HSC and within the Business Services Organisation (BSO). He/she will support the Director in acting as a champion for BSO's external customers and negotiating Service Level Agreements (SLAs) and creating appropriate corporate mechanisms for customer feedback.

KEY RESULT AREAS

STRATEGIC PLANNING & DEVELOPMENT

1. As a key member of the senior Strategic Planning & Customer Engagement leadership team, play a significant role in establishing, maintaining and communicating a clear and compelling strategic direction for the Directorate.

2. Contribute to the development of a strategic plan for the Directorate and lead on the development of the division-specific strategic plan specifically in respect of Governance, Customer Engagement, Performance and Planning.

SERVICE DELIVERY

1. Lead corporate planning processes within the BSO including strategic and operational planning processes and the development of the annual BSO Business Plan, Corporate Strategy for the provision of services, in partnership with key stakeholders, ensuring a co -production approach to the delivery of high quality, safe and effective health and social care services

2. Ensure appropriate planning systems and processes are in place to support continuous improvement and modernisation in all aspects of the BSO's
3. Ensure that Strategic Planning & Customer Engagement services reform and change initiatives are implemented and that maximum benefits realisation is achieved

DEVELOPMENT AND INNOVATION

1. Develop a customer relationship strategy and plan for the BSO, clearly outlining the direction of travel for customer relationship and articulating a specific plan to support all parts of the BSO to deliver excellence in customer relationship.

2. Establish an innovative programme of service improvement which addresses key performance gaps and generates innovative solutions to improve efficiency and

3. Develop the use of technology to communicate real time performance information to the desktop

COLLABORATIVE WORKING

1. Build excellent relationships with all Assistant Directors to ensure that performance management and continuous improvement are delivered in a collaborative manner.

2. Build strong rapport and value adding relationships with the main customers to ensure that trust is built so as to engender a continuous flow of performance information between customers and the BSO.

ESSENTIAL CRITERIA

Qualifications/ Registration / Experience

1a University Degree or relevant professional qualification and have worked for at least 3 years in a senior management role¹ which demonstrates evidence of leading in at least 3 of the following functions: Customer Service, Service Improvement, Performance Management, Strategic Planning, Risk Management or Corporate Governance

Or

Have worked for at least 5 years in a senior management role which demonstrates evidence of leading

in at least 3 of the following functions: Customer Service, Service Improvement, Performance Management, Strategic

Planning, Risk Management or Corporate Governance.

2. Demonstrate experience of team and people management

3. Demonstrate experience of finance management

4. Demonstrate evidence of successfully managing organisational change and leading service

5. Have delivered against challenging Performance Management Programmes for a minimum of 3 years meeting a full range of key targets and making significant improvements

6. Have worked with a diverse range of stakeholders, both internal and external to an organisation, to achieve successful outcomes for a minimum of 3 years.

([1] Senior Management role is determined as working directly to an Assistant Director, Head of Service or above

Other

Hold a current full driving license which is valid for use in the UK and have access to a car on appointment.

This criterion will be waived in the case of applicants whose disability prohibits driving but who have access to a form of transport approved by The Organisation which will permit them to carry out the duties of the post

To apply send cv via link by Friday 3^rd July 2026