Business Performance Manager -Forth Valley Royal Hospital

Serco currently have an exciting opportunity for a Business Performance Manager to join the team based at Fourth Valley Royal Hospital located in Larbert. The Performance Manager will have responsibility for reporting on the quality and performance of the contracted services at Forth Valley Royal Hospital, highlighting aspects of poor service quality, identifying opportunities for performance improvement, and supporting the services where appropriate to minimise deductions. This role will be responsible for producing and developing performance dashboards and reports to provide assurance and evidence to support variances and mitigations for all of Scotland Region Health contracts. Working alongside the other Performance Managers within the Region, you will identify trends and undertake root cause analysis, support continuous improvement and contribute to practical operational solutions to improve contract performance.,

• Responsible for producing the monthly contract performance and monitoring reports, collating supporting documentation to ensure timely payment of the monthly fee and undertaking audits to check service compliance within the service parameters.
• Managing the performance process for contracts. They will be responsible for building relationships with the customer and the client using skills in diplomacy, and managing the customer expectations of service delivery, which will be pivotal for successful contract delivery.
• Will be part of the Serco leadership team which includes managing relationships with all levels of management and liaising with the client.
• Provide flexible support to work colleagues across Serco and within client relationships, whilst still responding to changing demands and contract needs.
• Investigate client complaints and provide written reports with recommendations for remedial action, if required.
• Ensure that all required records and paperwork is completed in line with Health and Safety, Quality and Serco, SPV and NHS Board policies and procedures.
What you'll need to do the role


• Ideally educated to a Degree Level or equivalent experience.
• Experience of working in a healthcare environment as well as in facilities management.
• Be competent in using the CAFM system.
• Be IT literate in Microsoft Office, with strong Excel skills.
• Proven history of being able to extract and interpret data/trend analysis.
• Desirable if have had experience of CAFM migration.
• Possess knowledge of HR policies.
• Be competent in using the SAP system.
• Demonstrate a flexible approach when required to change routines.
Physical Demands / Skills of the job:
• Extended working days to meet needs of the service may be required.
• Occasional risk of dealing with dissatisfied or distressed staff, patients and visitors
• Negotiating with customers to achieve desired outcomes.
• Maintain verbal and written communication systems within the department.
• Maintain verbal and written communication systems with external suppliers and delivery personnel.
• Motivate and develop staff engaged in the service.
• Attend and contribute to financial meetings and business planning.
• Proven experience of being a business partner to the Service Delivery team.
  
  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. By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.


• Salary: Competitive salaries.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25 days' annual leave plus bank holidays
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.