Performance Manager

Serco: Justice & Immigration - AASC Contract

Permanent, Full Time

Home Based with UK Wide Travel

The Analytics and Performance team is a function within the Asylum Accommodation and Support Services Contract (AASC) where we offer a range of improvements, with particular focus on assisting individuals through the asylum system.

The department is responsible for producing accurate, current, and insightful management information to provide all contractual, external and internal functional, performance and insight reporting. The team is also responsible for optimising service performance, driving adoption, effective business change, and ultimately helping to develop a data-driven organisation.

This function is fundamental to the day-to-day operation of the AASC contract and is critical in understanding and improving the business operations.

The Analytics and Performance team will work with Serco group IT and MI teams to understand business processes and requirements, identify constraints and opportunities, and recommend optimal solutions. This will include data design, data analysis, data reporting platforms, analytics platforms, knowledge management and reporting support services.

You will work with the Head of Contractual Performance to ensure the department provides clear, accurate and time-sensitive information to both internal and external stakeholders, and to act as quality control for business reporting. This role entails the dynamic management of multiple teams, overseeing their collaboration and guiding them towards achieving organisational goals effectively.

Key Accountabilities

• Support the Head of Contractual Performance to ensure the provision of timely and accurate MI and performance reporting for the AASC contract
• Lead on the timely update, tracking and closure of KPIs to a high level of accuracy
• Support on the timely update, tracking and closure of CCNs (Contract Change Notices)
• Drive delivery and outputs of quarterly contractual assurance audits
• Ability to establish strong working relationships with business and functional Stakeholders both internal and external
• Support with BAT, UAT testing for complete comprehensive assessments of contract management system
• Identify areas for system development and the creation of stories with the Product Owner for system enhancement
• Track, monitor and report on department developments, appropriately prioritising and delegating tasks to mitigate and flag at-risk opportunities
• Leading the weekly KPI mitigation meetings ensuring all actions are tracked and accountabilities are delivered within timescale
• Act as a contract expert appropriately completing quality control on all outflow from the performance function
• Responsible for supporting the Head of Contractual Performance with operational engagement to ensure KPI, contractual and performance reporting link-ins are provided in time to a high level of accuracy
• Actively contribute to the success of colleagues and teams through collaboration, coaching and sharing expertise
• Driving operational excellence within the department
• Lead by example in ensuring the function are working cohesively, collaboratively, and cultural divides are addressed and minimized
• Manage team for reconciliation process end-to-end including data preparation, reconciliation, responses, and reconsiderations. Providing cover when necessary
• To promote the reconciliation team to chase internal and external stakeholders regarding outstanding ongoing discrepancies, acting as a point of escalation
• Act as the main point of contact between finance and the reconciliation team, reporting high level volumes on a monthly basis.

What you'll need to do the role

• Experienced in written communication where strong levels of attention to detail are Required
• Experienced in presentation and communication of complex information to a variety of Stakeholders
• Excellent time management skills and ability to manage and deliver a variety of priority tasks, prioritising own workload to meet specific timescales without prompt
• Expert in inter-departmental liaison and collaborative working
• Strong interpersonal skills and ability to communicate at all levels
• Strong attention to detail required
• Regular travel across sites will be required.

Knowledge and Qualifications

• Good knowledge of Microsoft Excel, Word, and PowerPoint (Essential)
• Previous experience with management of a team (Essential)
• Experience of Mailbox management
• Experience of project delivery and tools
• Lean 6Sigma Yellow-Belt (or working towards)

Why Serco

A place you can make an impact - The nature of our business means you will do interesting work that matters – delivering essential services that touch people’s lives.

A place you can count on - Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You’ll be able to broaden your experience and apply your skills in new ways.

A place for you - We are a motivated team who will encourage you and help you to succeed within a supportive and safe culture.

What we offer

• Pension – up to 6%
• Employee Assistance Programme
• Chance to contribute to innovation in the immigration sector
• A company passionate about diversity and inclusion
• Serco Benefits package - discounts include cinema, merlin entertainment and online shopping, mobile phone plans and leisure centre memberships
• A safe and supportive culture

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

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Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We’re a proud holder of the Gold Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.