Group Quality Manager

Group Quality Manager

Position Description

Lifewise is an innovative organisation working together with marginalised people to create better services and solutions to enable their full participation and ability to thrive. The Group Quality Manager role is a key support to the CEO of The Three Trusts. The Group Quality Manager will audit, review and ensure all services meet their contractual and service delivery outcomes in all aspects relating to quality and contract delivery.

The role includes strategic overview of contracts including financial and resource modelling, establishing KPIs and measurements to ensure delivery of contract obligations, service quality and social impact. Internal audits and reviews of service delivery to meet contractual obligations and organisational standards (including where necessary reviewing and writing service delivery policies and procedures). The role also supports organisational planning, measuring and reporting processes to identify potential gaps, improvements, and understand the progress we are making as an organisation.

The Group Quality Manager is a member of the Lifewise Senior Leadership Team, a role model of people leadership and alignment of Lifewise culture and values.

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You report to the CEO of Lifewise.

WHO REPORTS TO ME

WHAT YOU'RE RESPONSIBLE FOR

Review and support in the preparation of business cases and contract bids with key government agencies.

Ensure that contract bids and proposals are adequately scoped for operational sustainability and quality delivery of services.

Ensuring that operational contracts are financially sustainable and professionally run (act as a liaison with functional experts and services to ensure accurate financial modelling, workforce planning, health and safety, and clear KPI's are in place for a high standard of operational delivery).

Undertake specific audits, reviews and evaluation projects as directed by the CEO's

Ensure that all operational service delivery policies and procedures across Lifewise are clear, fit for purpose, and known by the relevant staff impacted by the legislation or policy.

Conduct regular monitoring and internal quality audits of operational service delivery to contract requirements and agreed KPIs. Identifying any gaps or areas for improvement as well as exemplars of performance and report to the CE.

Review management of customer complaints to services to ensure fair process and treatment of any consumer complaints.

Lead the work of a Privacy Officer, that is ensure the organisation complies with the Privacy Act, deal with any complaints about possible privacy breaches, deal with requests for access to personal information, or correction of personal information.

To support the development and maintenance of operational management systems that inform Social Impact analysis.

Understand the position of Maori as the tangata whenua. Commitment to the principles of the Treaty of Waitangi and an openness to understanding the application of the articles of Te Tiriti in the context of The Lifewise Trust.

Promotes a culture where health and safety is seen as integral to success through planning, delivery, monitoring and review of health and safety processes.

Note: The above performance standards are provided as a guide only. Performance measures will be discussed between the team member and manager as part of the performance planning and review process.

WHAT SKILLS & EXPERIENCE YOU NEED

At least 5 years practical experience in a senior operational management role with strong quality and performance orientation, preferably in the not-for-profit sector.

Experience of scoping and modelling operational services including writing and reviewing business cases, funding proposals and service contracts for Government Departments or other funding agencies.

Extensive ability to define and measure KPIs, identify gaps and trends and apply this in a practical way including business analysis, project management, and administrative skills.

Excellent written and oral communication skills including, report writing, briefing papers, contract drafting, presentations to Senior Management, Board and external Executives.

A critical thinker with the ability to analyse and synthesise complex information.

Competent in conducting evaluative quality assurance, assessment and service delivery.

Experienced in assessing, advising, coaching, and motivating others to achieve their potential and the organisation's objectives.

Experience in developing and maintaining strategic relationships including delivery of collaborative projects and influencing those who you have no line authority over.

An appropriate qualification in Business Administration, Public Policy, Social Sciences or other relevant discipline.

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