Quality & Performance Manager

About us:

The UK Cyber Security Council works to bring together stakeholders to build and drive engagement in the cyber security profession, through developing standards and ethical practice, demystifying career routes into the profession and promoting the profession.

In collaboration with multiple UK Government departments and the National Cyber Security Centre (NCSC) we develop, promote and oversee nationally recognised standards for cyber security, in support of the UK Government s National Cyber Strategy to make the UK the safest place to live and work online.

The UK Cyber Security Council also offers organisational membership, which is open to all organisations that share an interest in promoting, supporting, and developing the cyber security profession.

About the role:

The Quality and Performance Manager will be responsible for cultivating a culture of excellence, emphasising high performance, quality, and compliance to exceed targets across the external licensed bodies. In this role, you will utilise your skills in stakeholder management, influence and coaching to enhance performance within the licensing area.

Your primary focus will involve collaborating with key stakeholders to ensure the seamless and efficient delivery of the professional registration process, tailored to meet the specific requirements of our users and participants. You will drive continuous improvement and promote best practices. A pivotal aspect of this position involves identifying performance challenges and effectively motivating and managing organisations and their teams to find solutions and elevate performance levels.

The ideal candidate will excel in building relationships and communication, maintaining productive cross-contractual and interdepartmental relationships with key stakeholders across different organisational levels to optimise performance.

Collaborating closely with external partners and the internal professionalisation and wider Council team, you will enhance and streamline performance by identifying, developing, and assisting in the implementation of innovative and impactful solutions. This role is centred around achieving results, requiring exceptional management and decision-making skills that can be applied to the intricate operations of complex licensed contracts.

To support these responsibilities, the role holder should possess knowledge and experience in reporting, analytics, data management, budgeting and enabling comprehensive and robust performance optimisation. Through ongoing performance analysis, you will provide guidance to licensed bodies to address and mitigate performance, quality, and compliance concerns while identifying key areas for improvement, ultimately establishing a proactive approach to managing performance related risks.

The role holder will need to work closely with the Head of Professionalisation to ensure updates, best practice and areas for improvement are communicated effectively and in an impactful way both internally and externally. It is expected that you will attend a range of external and internal events and initiatives to help raise the profile of and work of the Council, support pipeline growth and grow demand.

Main Duties and Responsibilities

Quality

Develop, implement, and manage quality practices that meet the requirements of the license, as well as requirements set by Government (NCSC and DSIT) to ensure that processes and procedures are compliant.

Manage and improve the quality framework that delivers an excellent standard of assessment, ensuring that the outcomes are exceeded and improving applicants experience.

Take a lead role in developing the Councils approach to understanding and measuring quality and outcomes through the whole professional registration process being administered by licensed bodies. Highlight areas of improvement, identify solutions and put plans in place,

Develop a community where good practice can be shared.

Be responsible for ensuring all relevant individuals are added to the professional register in a timely manner and communicated to appropriately by all parties

To manage the day-to-day relationship with external partners and stakeholders, deal with any queries in a timely manner.

Research, build and embed a feedback system to contribute to continuous improvement

Work with the Director of Finance and Operations to ensure that payment structures are in place and undertake monthly reconciliation

Ensure a robust moderation processes and plans are in place, work with the Technical Advisory Panel members and chairs to ensure members are aware of moderation support needs, complete them within agreed timescales and provide timely feedback to licensed bodies.

Performance

Responsible for the performance management of contracts, ensuring internal and external reporting requirements are adhered to, KPI s are set, managed and continuously reviewed and reported to LT.

Oversee all renewal and extensions for client contracts, which will include financial and system performance based KPI s, including the need to be accountable for the accuracy of financial tracking, cost control, overhead management, and invoicing.

Managing audit requirements in relation to the contracts, including preparing documentation, coordination, addressing findings and maintaining records.

Working with various internal and external partners to identify and define solutions for complex issues, working with the appropriate stakeholders to design and implement positive outcomes.

Work with the marketing and comms lead to ensure that Marketing and comms plans meet the requirements of the license, and that the Council strategy is aligned to support.

Work with the events and membership co-ordinator to highlight opportunities for collaboration with stakeholders and partners that will support Council strategic objectives.

General Responsibilities

Lead on workstream as guided by Head of Professionalisation and in collaboration with Professionalisation team members

Manage key risks and follow escalation process when necessary

Ensure there is cohesive and aligned work with colleagues within the organisation

Maintain open and effective communication with internal and external colleagues

Prepare status reports as required for the Head of Professionalisation

Comply with data protection legislation and act responsibly on matters of data disclosure both internally and to third parties

Represent the Council in stakeholder meetings and external events

Represent the Council in a professional manner and to act at all times in a manner which will not damage its reputation.

Work from a positive, growth mindset to solve issues and problems that may arise and to adhere to the organisation values

Carry out such tasks as the COO/Head of Professionalisation may from time to time deem necessary for the effective and efficient functioning of the Council

Person Specification:

Essential:

Experience

• Experience with self-assessment process and Quality Improvement plans
• Experience of creating cultures that embody positive change, continuous improvement and equality
• Experience of managing a supply chain including setting and achieving KPIs and contract conformance
• Management experience and understanding of contractual and performance management with the ability to deliver results
• Experience of successfully delivering an outcome-based contract
• Experience of driving performance, identifying areas of concern and implementing projects for performance improvement

Skills, knowledge and qualifications

• Clear understanding of the purpose of professional registration and associated processes
• Strong interpersonal skills, ability to negotiate and influence a wide range of stakeholders
• Excellent communication skills with the ability to communicate clearly and effectively
• Ability to analyse a range of data from a range of sources to develop insights and support decisions
• Ability to respond quickly in a fast-moving environment, and make key decisions aligned to business goal

Personal Attributes & Approach

• Commitment to a registrant-centred approach
• Confident, positive and hard-working team player happy to go above and beyond
• Ability to work flexibly within changing priorities and a capacity to be adaptable as required to deliver completed tasks to set deadlines
• Excellent IT and digital skills including Microsoft 365
• Ability to work on own initiative, as well as in consultation and negotiation with senior managers and other stakeholders as required
• Commitment, determination and resiliency

Desirable:

Relevant QCF Assessor Qualification e.g. D32/D33/A1/CAVA/TAQA Assessor

Relevant Internal Verifier/Internal Quality Assurer qualification e.g. D34/V1

Previous audit experience

Demonstrated success in producing efficiencies/increased outcomes against target

Significant operational management experience

Next Steps

Deadline for application: Friday 28th March 5pm

Interviews: w/c 7th April or w/c 21st April

Start date: As soon as possible