Development Officer Jobs
Actively Interviewing
This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!
A specialist Arts University based in central London is seeking an IT Support Manager for a full-time permanent role. The organisation is a prestigious arts focused University with around 600 students. They have two sites – one being the main teaching campus near Kings Cross, the other an art gallery with some teaching capacity, on the Strand.
The role is paying a starting salary of £50,942 per annum plus an excellent package including a leading pension and 36 days annual leave. The role will be based onsite predominantly at the Kings Cross site – working from home 1 day per week may be considered.
Reporting to the Head of Information Services, Systems & Technology (ISS&T) and working in a small IT team of around 5 people, this role line manages 1 IT Support Officer and takes the lead on the service delivery aspects of the IT team. This covers frontline user support and managing the daily operations of the IT function. The organisation predominantly deploy Windows devices, but they have an increasing number of MACs so experience of supporting IOS would be an advantage.
The successful candidate will come from an IT Support/Manager background, should have experience managing small teams, and should have a strong user focus and service delivery background. Experience from within the Higher Education, Arts, Charity, or Membership sector would be advantageous for the role. The role will also involve the development of a new asset management tool and leading on a telephony focused project.
The post holder will:
-Manage the Service Desk for both sites and the relationship with the 3rd party providers
-Monitor and report on existing service to assist in developing the IT & AV Support Service
-Provide professional and technical leadership and operational management to the IT Helpdesk team with a dotted line to the AV Support team
-Implement service standards and develop common systems and processes based on industry best practice.
-Ensure that the IT & AV Support Service is efficient, effective and can adapt to changing circumstances.
-Work alongside the Project Manager and IT Operations Manager in the delivery of IT projects
-Provide technical, project and administrative support to the Head of ISS&T
-Maintain and administer Active Directory and Entra user and service accounts
-Maintain licensing for all software products and subscriptions
-Support the Head of ISS&T with the purchase and invoicing of hardware, software a consumables
-Manage and maintain IT asset information
-Ensure documentation and alerts are publicised and maintained on the IT Services Hub
-Manage increased IT service delivery required to support new and existing students during Welcome Week and the beginning of each new academic year
Candidate requirements:
-Degree level qualification and ITIL qualifications desirable
-Recent proven experience of leading and developing an effective IT Support team and helpdesk service in a complex environment. Including setting targets, identifying training needs and delivering development plans
-Good technical knowledge of various hardware and software technologies including Windows, desktop PCs, laptops, mobile devices, printers, MFDs, Microsoft OS, Mac OS, Microsoft Active Directory, M365, and Adobe.
-Recent experience in a Service Delivery role with experience of managing, allocating and monitoring IT support tickets, setting KPIs to improve service delivery, managing underperforming teams and suppliers, setting up new services such as staff onboarding, asset management, procurement etc & managing 3rd party suppliers
-Experience or an interest in the higher education, arts or charity sector advantageous
Closing date and interviews: ASAP/rolling.
Please note this is a replacement hire for somebody leaving in November.
Please send your CV for further consideration.
Actively Interviewing
This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!
Job title: Head of Operations
Location: Kings Hill, Kent with some travel to London, occasional remote working
Reporting To: Managing Director, Charities Aid Foundation UK
Contract: Full time, Permanent
Salary: Up to £95,000
Date Closes: Monday 23rd September 2024
Careers4Change is delighted to be supporting CAF (Charities Aid Foundation) in their search for a new Head of Operations.
Role Purpose:
This is an exciting opportunity to lead the integration and management of a new Operations function ensuring the best possible outcomes for CAF’s donor clients and charity partners by creating a highly efficient operating model that delivers excellent support for frontline teams.
The department delivers various functions including due diligence on our donors (customer due diligence) and charities that we fund (charity verification), payments to charities, operational and administrative support and contact centre.
About CAF
CAF is one of the UK’s largest charities by income, providing market leading giving products and services to charities and donors.
We are in the midst of a key digital transformation programme that will help us to deliver a step change in growth and efficiency and are about to embark on our next three-year strategy.
We’re looking for a talented Head of Operations to join our senior leadership team and help to guide the organisation through this critical juncture.
Responsible for:
- Corporate Client Experience & Engagement Manager
- Senior Management Team Assistant
- Business Architect, Customer Operations
- Charity Verification & Client Operations Manager
- Contact Centre and Support Team Operations Manager
- Head of Customer Due Diligence
Key Responsibilities:
Strategy and leadership
- Integrate and lead a newly formed Operations team that brings together the contact centre, customer due diligence, charity verification and payments teams, forming an integral part of Giving and Impact Services
- Lead the team in its work to deliver excellent operational support to frontline teams constantly improving service standards and operational efficiency
- Take the lead role in the operations stream of CAF’s strategy with responsibility for day-to-day management of the strategy
- Work closely with colleagues in product to leverage customer insight, make continual improvements to CAF’s products and ensure full integration with the strategy
- Ensure that the size, skills and structure of the new Operations team is commensurate with providing excellent client service and creating a financially sustainable organisation
- Actively foster a customer-centric culture dedicated to finding new and innovative ways to serve all stakeholder groups, maximising impact and effectiveness
- Work closely with HR to ensure effective training and development needs are identified and appropriate programmes are delivered across the division to support succession planning and provide development opportunities
- Play a leading role in CAF’s Leadership Group enlisting support of peers and sharing expertise with other areas of CAF
- Play a key role in the Giving and Impact Services leadership team working closely with the other heads of department to maximise collaboration between teams
- Take a data-driven approach to improving customer services and operations including the key cause of client complaints, transaction processing times and bottlenecks, and the end-to-end transaction journey
Governance
- Work with relevant colleagues to ensure that CAF maximises the value of its data and implements effective data governance
- Take overall responsibility for the delivery of quality management information ensuring this is shared in a manner that drives continual improvement
- Set and help deliver targets/KPIs across operations to keep the team focussed on the most important activities
- Working with the Managing Director, Giving and Impact and other colleagues to ensure that robust governance is in place especially risk management, financial crime, compliance with charity regulation and governance of BAU activity
- Ensure compliance with all risk management practices and policies across the team
- Ensure timely reporting to regulators including the annual Give As You Earn submission to HMRC
Policy and Process
- Own all Policies and Standards related to: Non-cash donations, Verification and Donor-Led Loans, including their regular review and improvement for better customer outcomes
- Challenge existing processes where they cause inefficiency or result in a poor customer experience, leading on the implementation of alternatives
- Work with the Transformation team to design and develop new systems and processes that improve the customer experience and are easy to manage
Payment processing
- Lead the creation of a new, centralised distribution (payments) unit to create savings in processing time, workflow, cost and resource and deliver better customer outcomes
Due Diligence responsibilities
- Work with the General Counsel and Executive Director for Governance to strengthen the ‘First Line of Defence’ capability within Charities Aid Foundation (UK)
- Accountable for the design and implementation of appropriate controls and processes to ensure they are compliant with internal policies and external regulation, in particular FCA for AML\KYC, HMRC and Charity Commission for gift aid and charity verification
- Accountable for the development and implementation of the Charity Verification policy, ensuring it meets internal policy requirements and those of external regulators such as HMRC and FCA
Skills and Experience:
Experience:
- Proven track record of managing large and complex operations Teams
- Leading teams that manage complex manual processes
- Managing internal and external stakeholders of all levels
- Proven track record of designing and implementing large process and systems changes
- Track record of achieving excellent customer service results as measured by third parties such as Institute of Customer Service
- Successfully managing multi-channel service operations including email, phone, webchat and social
- Managing large change projects (desirable)
Qualifications
Appropriate professional qualification or degree/post-graduate Qualification
Training
Management
Financial services
Specialist Skills/ Ability/Knowledge
- Understanding of project management methodologies
- Change management
- Ability to direct and lead large teams in meeting business targets
- Ability to analyse reports and identify opportunities and trends
- Demonstrate ability to successfully negotiate and influence at a senior level
- Ability to influence a diverse range of internal stakeholders (executive and non-executive)
- Ability to create a sense of community and agreed purpose across a large team
- Ability to display working understanding of financial industry and regulatory requirements including Charity Commission guidance; Charities Act; Trustee Act
- Ability to display a good understanding of corporate governance and risk management
- Computer literacy