Job Introduction
Are you a performance driven leader with a passion for achieving operational excellence? Do you thrive in a fast-paced environment where your strategic insights and analytical skills drive meaningful change? Then this could be the role for you!
We’re on the hunt for a dynamic, forward-thinking leader to join us as our new Head of Operations Planning and Performance. If you're passionate about customer service and have experience of implementing innovative performance strategies that transform operational delivery, this is your chance to make a real impact!
About Yorkshire Housing
You can probably already tell that we’re not your typical housing provider! With around 20,000 homes (and more in the pipeline), we’re on track with our growth plan to build 8,000 new homes across God’s own county of Yorkshire.
We’re dedicated to creating exceptional customer experiences along the way and are on a mission to build a culture that prioritises excellence, innovation, and customer obsession. As our Head of Operations Planning and Performance, you’ll play a pivotal role in shaping our future by spearheading our operational planning and performance cycle across Customer Experience.
What will I be doing?
Reporting into the Exec Director of Customer Experience you’ll use all your customer centric and commercial acumen to work with the senior team to implement long-term performance strategies that help us to achieve our ambitious goals. We’ve broken down some key responsibilities here:
Operational Planning Leadership: Be a truly inspiring leader who will develop and define our operational planning cycle, building a robust forecasting, planning, and scheduling framework across all operational teams.
Performance Monitoring: Foster a high-performance culture across the customer experience directorate. Establishing an effective performance framework, regularly monitoring, and analysing data to identify trends, gaps, and risks early.
Strategic Support: Provide insights and challenge to Directors and Heads of Service, ensuring strategic plans with clear objectives, performance measures, and evaluation systems are in place.
Executive Reporting: Deliver executive-level reporting on operational performance, ensuring compliance with regulatory demands and driving actionable improvements.
Cross-team Collaboration: Work closely with multiple internal stakeholders to align the operational delivery with business objectives, mitigating impact on customer experience.
Incident Management: Take ownership of the incident management process. Ensuring we have a clear procedure that enables rapid, safe and customer obsessed response across the organisation. Taking the lead on coordinating response activity and tracking that lessons are learned and followed through.
What do you need from me?
Strategic Vision: Proven experience in designing and leading operational performance planning processes, within a customer service delivery business.
Customer Centric Approach: Experience driving performance improvements with a focus on customer-centric metrics and operational team efficiency.
Analytical Expertise: Thorough understanding of workforce planning, incident response frameworks, and data-driven strategy formulation.
Leadership: An inspiring leader with the ability to deliver through others, build trust with stakeholders, and communicate complex issues effectively.
Collaborative Mindset: A team player with strong influencing skills and a commitment to fostering collaboration across YH.
Decisiveness: Demonstrated ability to make confident, evidence-based decisions, challenge peers, and manage work systematically.
It would also be great if you hold a Business Performance or Professional management/leadership qualification and even more of a bonus if you have a Level 4 Certificate in Housing or the willingness to work towards it. Take a look at the Role Profile which has lots more details!
What’s in it for you…
This a full-time permanent role with a salary of £75,389 per annum, 25 days annual leave (rising annually to 30 days) plus Bank Holidays.
We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few.
Our people’s health and wellbeing are one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.
Now you’re really interested?
At YH, we’re actively building a working environment that’s inclusive as well as diverse, where everyone can contribute their best work and be themselves. We believe difference is what makes us stronger and recognise the importance of our teams reflecting communities we serve, so we welcome and encourage candidates from all backgrounds for this role.
We know that not all candidates will meet every single requirement. If you’re experience looks a little different from what we’re looking for and you think you can bring value to the role, we’d love to learn more about you so please apply!
If you require any additional support with your application, or have any further questions please contact our fab recruitment team via email at recruitment@yorkshirehousing.co.uk
The fine print
The closing date for applications will be 5th September 2024, but we might close it early if we get lots of great candidates, so don’t hang around.
We’re hoping to host first stage interviews around w/c 9th September with second stage taking place shortly after in Leeds city centre.
If you’re applying for this role internally, you must inform your current line manager (it’s the right thing to do!).
