Council services by letter

Executive post

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Performance, Corporate Resources and Customer Services Portfolio Holder

Description

The Portfolio Holder for Performance, Corporate Services and Customer Services’ responsibilities include the following:-

 

To be responsible for the strategic development and effective performance of the Council’s corporate services including:

 

(A)         Performance

 

·                     to oversee the ongoing development and delivery of the Council’s performance management framework to set objectives and monitor progress against their delivery and to report progress and key issues to Cabinet;

 

·                     to support Improvement Boards and Challenge Panels across Council services;

 

·                     to oversee the Council’s responses to its inspectorates as part of the Comprehensive Area Assessment (or future regulatory frameworks);

 

·                     to steer the development of the Council’s priorities in response to performance, consultation, research and customer feedback;

 

·                     to support the development of the Council’s equalities framework and monitor progress to drive improvement;

 

·                     to oversee the Council’s Performance Management Framework and the Corporate Improvement Boards to ensure the Council is performing to its full potential;

 

·                     to work with the Portfolio Holder for Finance & Commercialisation on relevant commercial opportunities within the Portfolio;

 

·                     to ensure that the Council is meeting its commitments and strategies within the Portfolio, as set out in the Corporate Plan;

 

·                     lead on developing upcoming policy and existing policy within the Portfolio.

 

(B)         Policy

 

·                     working with officers and liaising with the Leader and relevant Portfolio Holders to Design, Develop and Implement policy proposals.

 

(C)         Customer Services

 

·                       To lead on all matters relating to Access Harrow, Customer Care and Complaints;

 

·                       To oversee the management and implementation of the Customer Access Strategy;

 

·                       Working on developing a range of points of access for residents wishing to contact with the Council;

 

·                       Lead on the increase in customer services standards;

 

·                       Maximise any online channel shift opportunities.

 

(D)         IT

 

·                     to ensure the development and maintenance of a coherent IT strategy;

 

·                     to ensure the effective delivery of IT services through the contract with Sopra Steria until 2019;

 

·                     to ensure that disaster recovery arrangements are developed, implemented and maintained;

 

·                     to ensure that the Council has effective information management and information security arrangements.

 

(E)         Risk, Audit & Fraud

 

·                     to ensure that the Council has effective risk management and internal control systems and processes in place;

 

·                     to ensure the development and maintenance of effective business continuity and emergency planning;

 

·                     to oversee the Council’s arrangements for health safety and welfare;

 

·                     to oversee the Council’s arrangements for internal audit;

 

·                     to oversee all matters relating to corporate anti fraud activities;

 

·                     to oversee the Council’s insurance arrangements.

 

(F)          Human Resources & Development

 

·                     to oversee all Human Resources matters including recruitment, learning and development, performance management, employment policies and procedures, employee relations and equal opportunities;

 

·                     to ensure the development and delivery of the Council’s Strategy for People;

 

·                     to oversee the Council’s relations with its Trades Unions;

 

·                     Chair the Council’s Employee Consultative Forum (ECF) or equivalent body.

 

(G)         Shared Services

 

·                     to ensure that the Council has effective payroll and pensions administration systems and processes in place;

 

·                     to ensure the delivery of accounts payable and accounts receivable services;

 

·                     to ensure the delivery of SAP support services;

 

·                     to ensure the delivery of other shared services such as cashiers, post, print, and scanning and indexing services;

 

·                     to ensure the delivery of the financial assessments service for social care clients.

 

(H)         Legal & Governance

 

·                     To expand and develop the shared legal practice;

 

·                     To oversee the conduct of litigation by or against the Council.

 

·                     To oversee the Corporate Governance of the Council in line with the Constitution;

 

·                     To ensure the delivery of the Registry Office services;

 

·                     To oversee the support for the Mayor’s office;

 

·                     To oversee member development and training;

 

·                     To oversee Democratic Services and Committees;

 

·                     To oversee Electoral Services.

 

(Note:  Full details of the Portfolio Holder's responsibilities can be found on page 32 of Part 3A of the Council's Constitution).

 

Decisions taken by the Portfolio Holder for Performance, Corporate Resources and Customer Services can be found on the Portfolio Holder for Performance, Corporate Resources and Customer Services Decisions webpage. 

 

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