Experience in the management of an audit process or performance measurement

Experience in the management of an audit process or

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Experience in the management of an audit process or performance measurement Policy development & interpretation in a service environment Coordination of the activities of multiple groups in a service oriented industry Experience in working with staff from diverse cultural backgrounds Training/qualifications (or equivalent experience): Management experience in a service related industry Desirable (additional factors which are useful to do the job) Experience: Previous experience in designing and implementing quality assurance processes Experience using statistical software to support quality systems Experience in conducting customer satisfaction surveys and using surveying tools Responsibilities 1. Build and maintain productive business relationships with key stakeholders to ensure cooperation and smooth service delivery. Frequency: Daily Performance Measures: Feedback Participation in stakeholder meetings 2. Coordinate meetings in relation to operational planning for services or projects. Prepare agendas Invite participants Collate & prepare reports Develop action plan & monitoring processes Make recommendations to key stakeholders in relation to operational matters Frequency: Monthly Performance Measures: Feedback Number of meetings Participation of key stakeholders in meetings Action plans in place Milestones met Time to serve Cost to serve
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SITXHRM004 – Assessment 1: Assignment, v2, June 2017 © Apex Institute of Education Page 16 of 23 3. Develop an efficient and effective reporting process. Liaise with key stakeholders to determine reporting requirements Collate reports & identify points of relevance for specific stakeholders Report on Quality Assurance performance for each service area Frequency: Monthly Performance Measures: Accuracy & timeliness of reports User feedback 4. Implement quality assurance and continuous improvement initiatives. Identify best practice delivery and support processes for service areas Assist in development of solutions Monitor, review and assess new initiatives Monitor work practices & implement ongoing improvements to ensure safe work practices Frequency: As required Performance Measures: Number of new initiatives implemented Stakeholder response to new initiatives Industry benchmarks 5. Manage the day to day operations of the department Plan and allocate work Monitor service delivery & staffing rosters Ensure adequate level of resources to support operational priorities Monitor and manage staffing related issues Conduct performance reviews & identify training & development needs Frequency: Daily Performance Measures: Feedback Client satisfaction Adherence to operational procedures 6. Assist in the development & implementation of policy & guidelines in relation to the provision of quality assurance & strategic directions.
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