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Quality & Performance Manager

36000 per day - 37000 per day

My client is a governing body that is seeking a Quality & Performance Manager to provide business management support to the Business Management Director, as well as teams across In-House Services. The post holder will also be expected to lead on quality and performance improvement initiatives. The role is a fixed term contract for 6 months, with 36 hours per week.



  • Lead on the production of In-House Services' Annual Business Plan, including:
  • The development of Business Plan Objectives (BPOs) across all In-House Services teams,
  • Setting performance and quality targets across a range of key business/ customer processes,
  • The formulation of a Continuous Improvement (CI) Action Plan.
  • Support the Head of Business Planning & Performance (Corporate Services) with the development of the Annual Corporate Business Plan;
  • Manage In-House Services' BPO progress reporting to the Management Board;
  • Prepare and present comprehensive quarterly BPO progress reports to the In-House Services Management Board (IHSMB), in particular supporting it to identify operational risk/ areas for remedial action.


  • Lead on the maintenance and improvement of In-House Services' performance and quality framework, including liaising with Directors/ Heads on setting targets, acting as a 'critical friend' where appropriate;
  • Manage In-House Services' monthly performance reporting to the Management Board, and the ISHMB via the Monthly KPI Balanced Scorecard;
  • Prepare and present comprehensive quarterly KPI performance trend reports to the IHSMB, in particular supporting it to identify areas of poor operational performance and/or service quality.


  • Lead on In-House Services' Recognized for Excellence external accreditation (delivered via BQF/ EFQM), including:
  • Preparing all evidence, arranging key interviews with staff, and ensuring general readiness for external assessment,
  • Acting as the lead IHS representative during assessment, liaising with the assessors,
  • Incorporating any areas for development, highlighted by the assessors, into the CI Action Plan,
  • Considering additional quality management frameworks (as appropriate).
  • Act as In-House Services lead CI Practitioner, supporting peers across teams to identify, document and implement process improvements to key business/ customer processes;
  • Co-chair, lead and support In-House Services' Benchmarking Steering Group (BSG), in order to support external learning and enhance performance);
  • Prepare and present quarterly CI/ benchmarking 'update' reports to the IHSMB, in supporting it to identify opportunities for efficiencies/ service improvements;
  • Coordinating progress reporting against additional action plans (e.g., internal audit) as appropriate.


  • Support the Business Management Director/ Interim Head of IHS Finance with the production, reconciliation and circulation of management information in readiness for quarterly Challenge Meetings;

  • Maintain and develop the In-House Services CI SharePoint site, by ensuring that relevant information and reports (suitable for sharing with IHS staff) have been uploaded;
  • In partnership with the IHS Communications Officer, support the production of the monthly IHS newsletter (Insight) and/or communication (Team Talk) by contributing suitable messages on business planning, KPI performance, and quality and CI;
  • In partnership with Team Services colleagues, support the maintenance/ updating of Team Services' risk register and Business Continuity Plan (BCP);
  • Represent In-House Services at relevant House Committees, Boards and groups (where appropriate) and take meeting notes as required;
  • Correspond with authorities within and outside the House on behalf of the Managing Director/ Business Management Director in their areas of responsibility;

To manage delegated resources in accordance with standing instructions and policies


  • An ability to proactively manage successful relationships with internal stakeholders, as well as external relationships with third party suppliers - whilst adhering to the principles of equality, diversity and inclusion.
  • The ability to plan and allocate resources to ensure delivery of goals.
  • Demonstrates an ability to develop, document, implement and continuously improve business/ customer processes.
  • Effective written and oral communication, demonstrating good inter-personal skills and experience of building strong relationships with people at all levels, with the confidence to challenge and persuade where appropriate.
  • Demonstrates good planning and organizational skills and capable of organizing workload to achieve demanding deadlines and urgent work at short notice
  • A systematic and analytical approach to problem solving
McGregor Boyall is an equal opportunity employer and do not discriminate based on race, religion, gender, age, sexuality, gender identification, or physical ability.

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