Business Improvement Manager in Crawley

St Catherine's Hospice
Competitive salary
12 Mar 2018
15 Mar 2018
Contract Type
Part Time

Job Description: Business Improvement Manager
Department Site Services
Responsible to New Hospice and Site Services Operations Director
Reports to New Hospice and Site Services Operations Director
Key working relationships: Service managers
Salary grade NN7
Hours of work 22.5 – 30 hours PW

Our Vision
A world where everyone can face death informed, supported and pain free.

Our Mission
Pioneering standards in expert support and care, for anyone facing death and bereavement.

Our Values
Our values define who we are and how we act. We are:

  • Human: We treat people with understanding, patience, respect and above all dignity. We are the welcoming smile, the talk over a cup of tea, the human touch.
  • Courageous: We stand firm, we do not flinch in the face of hard news, but always with humanity, sensitivity and respect for our community.
  • Energetic: Whether we're out running a fun run or at the hospice greeting our patients, we bring the energy and optimism to make the most of every day.
  • Connected: We are not an island, we thrive on partnerships and working with others, we believe we are better and stronger together.
  • Expert: We are looked up to by our community and our peers as the organisation to go to for knowledge, training, best practice and latest techniques.

To lead the planning and delivery of a transformative programme of projects and interventions across the Hospice according to operational need. With significant cross-departmental working, this role facilitates sustainable change in key areas of the organisation in line with our strategic goals and supporting tactical objectives.

Service Delivery

  • To lead the development and implementation of transformational projects across the hospice in line with our strategic objectives and business plan.
  • Work with service managers and external stakeholders through the process, to scope, analyse, design and deliver service development programmes
  • Ownership of the project register, it’s governance and reporting.
  • Monitor and report the organisation’s capacity for change and the resources engaged in delivery.
  • Champion continuous improvement by reducing barriers to improvement and role model a pan-organisational culture that encourages personal responsibility, collective action and aspirational approach based around our values.
  • Supporting the project delivery framework by helping project participants to report consistently and in line with our recognised project governance.
  • Champion the engagement of customers and appropriate stakeholders in process design.
  • Monitor, manage and appropriately escalate risks and issues which could hinder the project success, advising on mitigation strategies where possible.
  • Support managers through the PDP process to build a capacity for change within the organisation.
  • Provide relevant and succinct fact based reports that enable the organisation to appreciate improvement progress and anticipate their own support.
  • Lead post-implementation review of project delivery, including realisation of business benefit, lessons learned and evaluate client satisfaction and best practice as a result.
  • Demonstrate good financial stewardship by clear monitoring and reporting of financial income and expenditure.
  • To ensure the brand is protected and the reputation of St Catherine's Hospice is upheld in all aspects of change and associated risk management.
  • To act as ambassador for St Catherine's and represent the hospice by participating in public speaking engagements promoting the work of the hospice, it's mission and values.
  • To contribute to hospice publications such as the seasonal Matters newsletter, monthly Headlines newsletters and digital content.

Quality and Service improvement

  • To participate in inter-disciplinary audit projects and research.
  • To be a role model and expert practice resource for all colleagues.
  • To participate in the hospice governance procedures.
  • To ensure adherence to hospice and professional policies and procedures.
  • To participate in service development initiatives as required.
  • To keep up to date with legal, policy and best practices affecting projects and recommend any necessary changes in practice.

Self/Team Management

  • Lead by example, living St Catherine’s values and engendering a positive, open and supportive working environment with an emphasis on whole team work.
  • When managing project teams, provide effective management to any team members, harnessing their efforts and enabling them to operate to their full potential, ensuring adherence to compulsory training requirements, developing their skills and knowledge and ensuring that they are integrated into the business of the Hospice and demonstrate our values.
  • Set and deliver objectives and key performance indicators at appropriate times of the year for all team members.
  • To maintain accurate and up to date records and accept responsibility for the safe and secure handling and storage of confidential information, in accordance with the General Data Protection Regulations and the hospice's own data protection policies.
  • To follow hospice procedures for incident/accident reporting, including escalation.


  • To ensure personal compliance with hospice compulsory training requirements.
  • To act as a role model for employees and volunteers, participating in personal development initiatives as appropriate.
  • To assist in the orientation of new colleagues, volunteers and visitors.
  • To participate in mentoring of colleagues.
  • Through the performance development process, to plan your continuing professional and self-development, attending in-house study days and courses as appropriate.

This is an outline job description designed to give an overview of the responsibilities of the role. We expect the job holder will work flexibly, responding to organisational need and changes as they occur. You will also contribute to the wider corporate and organisation needs of St Catherine's such as supporting our fundraising efforts.

Policies and Procedures
In addition to your professional code of conduct, you must familiarise themselves with, and adhere to St Catherine's policies and procedures as listed in your team induction schedule, including the following:

  • Information Governance and Data Protection Act 1998
  • Risk Management
  • Raising a Concern
  • Complaints
  • Safeguarding and Mental Capacity Act
  • Health and Safety at Work
  • Equal Opportunities
  • Infection Control
  • HR Management

You have a duty to undertake the relevant e-learning modules and facilitated training as detailed in the Compulsory Training programme.

If you manage staff and/or volunteers it is your responsibility to ensure that your team are made aware of and understand the policies and procedures relevant to their work.

Information governance and confidentiality
Employment by St Catherine's often involves access to personal information relating to patients, carers, staff, volunteers and supporters. This information is confidential and must not be disclosed to anybody, other than when acting in a official capacity. Non authorised use, access of records or disclosure of personal or confidential information is a dismissible offence, and in the case of computerised information could result in prosecution for an offence or action for civil damages under the Data Protection Act 1998.

Safeguarding and Mental Capacity Act
All employees have a responsibility to safeguard and promote the welfare of adults, children and young adults. It is essential that all safeguarding concerns are recognised and acted on appropriately inline with the policies and procedures. You must ensure you always act in the best interests of any person lacking mental capacity.

Health and Safety at Work Act
You have personal responsibility to take care of your own health and safety and that of others who may be affected by your actions at work. Ensure you observe the Health and Safety procedures, and carry out your work as instructed.

Infection control
All employees have personal responsibility for Infection Prevention and Control practice. You should ensure you are familiar with, and comply with, all relevant Infection Control policies and training for minimising the risk of avoidable ‘Health Care Associated Infection’.

Employees are ambassadors for St Catherine's, each responsible for promoting, maintaining and upholding the reputation of St Catherine's at all times in line with our values.

Person Specification
Business Improvement Manager Education, Qualification and Training


  • Educated to GCSE level, with grade C or equivalent in English and Maths
  • Educated to degree level or above
  • Experience of planning and implementing development programmes
  • Excellent project management skills with experience of successfully managing complex projects
  • Strong technical understanding of project management principles and methodologies, such as PRINCE2
  • Experience of supporting cultural change within organisations by changing ways of working and influencing behavioural
  • Strong procurement experience
  • Excellent leadership and strategic skills, with the ability to motivate and inspire members of other teams
  • Strong problem solving skills, with a creative and collaborative approach to achieving results
  • Confident and articulate communicator with experience of building and maintaining effective working relationships, including with external organisations
  • Confident presentation skills, public speaker and ability to deliver training
  • Highly literate with excellent written and oral skills, able to influence across departments and with excellent attention to detail
  • Strong numerical skills, able to calculate, analyse and report with confidence
  • Strong IT skills, including Microsoft Word, Excel and PowerPoint Attitude and Behaviours
  • Ambitious individual with the desire and motivation to make St Catherine’s Hospice’s the organisation of choice.
  • Collaborative approach, seeking to work across teams and departments, inspiring, engaging and enabling colleagues to achieve results.
  • Compassionate approach, able to deal sensitively with patients, carers and supporters while meeting the needs of the hospice.
  • A positive, professional and solution-focused approach all aspects of work and development.
  • Motivated and adaptable with strong time-management skills, able to work on own initiative and calm under pressure.
  • High standard of diplomacy, integrity and reliability.
  • Flexible attitude to working hours, ability to work occasional weekends and evenings where needed.


  • General management qualification
  • Change management qualification
  • Project management qualification
  • Experience of working/volunteering in a charity, with an understanding of the healthcare system we operate within
  • Experience of delivering training
  • Experience of writing persuasive and accessible materials
  • Full driving licence and access to car
  • Significant database experience, both as end user and admin change

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