Shared Service Manager - AR

JOB DESCRIPTION

Job Title: Shared Service Manager - Systems, Support & Control
Reports to: Head of Revenues & Benefits Shared Service
Team: Systems, Support & Control
Last Updated: August 2011 Grade: 11

JOB SUMMARY

• The Managers for Revenues, Benefits, Systems & Support, and Control & Fraud will have main responsibility for their specific areas but are expected to provide cover across all areas as needed and deputize for the Head of Service.
• These roles, along with the Head of Revenues & Benefits Shared Service, form the senior management team overseeing both the shared service operations and new business activities.
• Responsible for collecting revenues exceeding £200 million and managing benefit payments over £60 million.
• Responsible for the efficient administration of Housing Benefit, Council Tax Benefit, Council Tax, National Non-Domestic Rates, fraud prevention, systems administration, subsidy and statutory data production, and other duties necessary for the operation of the shared service.
• Manage staff across disciplines, sites, and remote working arrangements.

KEY TASKS

Operational Responsibilities

• Support the Head of Revenues & Benefits Shared Service in all operational aspects.
• Identify opportunities for service growth, income, and savings.
• Ensure staff are knowledgeable of relevant legislation and IT applications.
• Promote benefit take-up and identify irregularities for investigation.
• Develop and implement new working methods and systems.
• Maintain awareness of welfare benefits and refer cases as appropriate.
• Contribute to annual up-rating and billing processes.
• Ensure compliance with health, safety, security, and equalities regulations.

Management / Supervisory / Team Working Responsibilities

• Manage shared service teams for effective operations.
• Address performance management, sickness, safety, diversity, discipline, and staff development issues.

Service Delivery

• Meet performance standards and targets.
• Optimize resource use for efficiency.
• Handle customer inquiries and provide advice on legislation, policy, and procedures.
• Maintain records, review reports, and prepare cases for court and tribunals.

Communication & Contacts

• Liaise with other council departments, external agencies, government bodies, stakeholders, and colleagues.
• Coordinate with auditors and relevant bodies like DWP, VOA, etc.

Financial / Budgetary Responsibilities

• Manage operational and statutory expenditure budgets.

Specific Responsibilities

In addition to main duties, the post holder will be responsible for one discipline but must be able to cover all areas as needed, including system administration, performance targets, system integrity, year-end processes, user access, disaster recovery, system issues, data protection, and customer service provision.

PERSON SPECIFICATION

Qualifications

• High numeracy skills.
• Excellent communication skills and customer focus.
• IRRV technician or equivalent experience.

Job Specific Skills & Knowledge

• At least five years of relevant management experience in Revenues/Benefits.
• Experience with Revenues and Benefits software.
• Ability to explain complex legislation clearly.
• Knowledge of relevant legislation and Windows Office.

Management / Supervisory / Team Working

• Proven management skills with effective leadership qualities.
• Ability to work as part of a team and take responsibility for own work.

Service Delivery

• Ability to interpret and apply legislation.
• Prioritize work and meet deadlines.
• Strong IT skills and data interrogation abilities.
• Self-motivated, able to handle workload and difficult situations calmly.

Communication & Contacts

• Effective and courteous communication with the public, colleagues, and external contacts.

If interested, please contact via email or phone: