Transformation Lead
North London (hybrid)
9 months with potential to extend

I am looking for two transformation leads for two key projects at a Local Authority. It would suit experienced candidates with subject matter expertise in these fields but also general target operating model / service development/ business process redesign skills.

Subject areas
- Income and Debt transformation
- Lettings and Bookings

Each of the roles will play a key part in leading and developing the new service delivery (activity based) model in each area respectively. Working closely with an SLT sponsor, and the AD Digital and Transformation, the lead roles will play a key role in supporting the transformation programme to:

- Establish a comprehensive service catalogue (list of services provided) for the team
- Devise and refresh key policies to ensure they support objectives e.g. commercial / income generation, management of demand
- Map and refresh key processes, including opportunities to improve information, advice and guidance and self-service options
- Support Digital and ICT to create a roadmap for technology changes to support the service area, including case management approach
- Review management information and KPIs to ensure they reflect desired outcomes
- Align service activities and cut out waste by shortening and optimising processes
- Implement a customer-focused and performance culture to prevent failure demand
- Promote a one team working model
- Develop the right operational structures to support the future model including determining the future customer hub responsibilities, working alongside the Customer Hub lead
- As appropriate, help to deliver the Cooperative Commercial and Insourcing Strategy and ensuring the financial security of the council through the delivery of new income and/or savings