Head of Business Transformation

Lampton Community Services (LCS) is looking for an outstanding Head of Business Transformation to join a rapidly growing and expanding commercial business.

Lampton Community Services is a wholly owned subsidiary of the London Borough of Hounslow and is established as a business that has a social heart with a commercial head that delivers outstanding services across the Borough. It is made up of three distinct service business areas:

• Coalo that delivers first class repairs, maintenance, and facilities management.
• Recycle360 that delivers refuse, recycling, and commercial waste.
• Greenspace360 that delivers horticulture, conservation, and parks maintenance.

 We are recognised as delivering outstanding services and placing the customer at the heart of all that we do. We are an innovative and entrepreneurial organisation that has an exciting strategy to grow our business and client base even further and in doing so, we can create even more profit with purpose for investment back into public services.

Lampton Community Services has an exciting new 5-year business plan that commits to service excellence, value for money, commercial growth, and social impact. To deliver our ambitious plans, we need a business that is fully transformed in terms of technology, systems, culture and customer experience.

Responsibilities

1. To deliver upon our business transformational blueprint and strategic programme of projects
2. To provide effective leadership, direction, and risk management of our PMO and its project portfolio
3. To ensure change ‘sticks’ through effective change management techniques driving a culture of innovation, working closely with the Communications Manager
4. Leading our VoCC (Voice of Customer & Community) to ensure we harness customer insight to drive our corporate decision making
5. To implement a consistently excellent approach to complaints management
6. To lead on developing our corporate culture of ‘Service Excellence’
7. To deliver upon our objectives of increased social impact and social value, building strategic partnerships and delivering on business cases
8. Lead the delivery and reporting of social value outcomes
9. To lead the Business Systems team working in partnership, ensuring systems, hardware and infrastructure are fit-for-purpose and resilient. Managing ICT mobilisations and safeguarding assets
10. To be responsible for the KPI’s, MI and BI that’s required to provide performance reporting to our Board, ManCo, SLT, Clients, and operational managers through various formats including Power BI
11. Ensure that the appropriate quality systems are in place including establishing external and internal benchmarks and appropriate KPIs as the basis for demonstrating the quality of services provided
12. To develop, implement and monitor annual operating plans and business plans
13. To effectively manage, lead and deploy resources in an organisational structure most appropriate to deliver the services covered by this role and achieve Vfm
14.  Promote a culture of pro-activity, innovation, transparency, collaboration, and flexibility in all aspects of the work and role.
15. Applies broad and in-depth organisational management knowledge to resolve multi-discipline or multi-functional/process problems
16. With the Director, manage the income and cost budgets for all teams in accordance with financial regulations and ensure that each team meets its trading objectives, ensuring any loss-making areas of work are identified and reviewed taking action to address them
17. To meet regularly with various clients to demonstrate delivery and resolve issues.
18. Promote the values of the business internally and externally

Ideal Candidate: What We Ask!!

• Extensive experience in either Customer Experience or Business Transformation
• A confident and effective communicator with a range of stakeholders, Customers, peers and managers. 
• Experience in Client Relationship Management
• Evidence of formulating and successfully implementing business transformation
• Able to develop systems for reporting and providing data and MI in an understandable way
• Understanding of social value measurements
• Clear ability to influence and network, with a range of well-developed interpersonal skills
• Clear understanding of business basics: finance, motivating teams, good communication, setting targets, and performance management
• Professional and personal credibility that will command the respect of a wide range of stakeholders internally or externally

Benefits: What We Offer!

Pension Medical Cover Death in Service Cycle to work Scheme Sodexo Employee Referrals You should be able to demonstrate business improvement through both the assets of technology and data and have experience of leading digital transformations in a complex business. This role will be pivotal to the design and delivery of our future working model and you will work in close partnership with London Borough of Hounslow

You will work closely with the Director of Commercial and Transformational Services to deliver the portfolio of transformational change across the business and ensure that we are prepared for future growth and commercial development.

You will support the customer and community strategies, by working within an independent and robust governance framework, you will drive a culture and delivery of continuous improvement for service excellence and social impact. You will drive business improvement through harnessing the voice of our customers.

You will be a values-based leader that sets a culture of engagement and creativity with a strong ‘can do’ attitude to create solutions and outcomes that are fast paced and pragmatic.

You will be a key member of the operational management team to lead business improvement through performance reporting, business transformation, technology, customer experience and social impact.

You will need to be able to demonstrate strong stakeholder management with experience of client management.  You will need excellent communication skills and have a passion for business change, customer service, social & environmental impact and be committed to the needs and demands of our communities