Role Title

Diary Manager

Job family group

National Services

Job family

RSU

Grade

EO

Status

Role Purpose

This role, reporting to the Business Manager, will provide high quality, effective administrative support for the Heads of Operations & Senior Management Team. They will ensure the Senior Management Team has all necessary papers and information to be well-prepared for meetings and other relevant activities. In doing so they will demonstrate use of Lean TIBs, SOPs and other continuous improvement tools to assist in the delivery of performance against targets.

Key Accountabilities

Leadership support

• Provide administrative support to the members of SLT.

• Monitor the flow of work to and from the SLT including the Heads of Operations and the Head of Service Performance and Improvement (HoSPI), including screening and filtering correspondence, queries and requests for information on behalf of the SLT and drafting, managing and processing responses on their behalf.

• Manage the office and diary commitments of the members of National Services SLT, negotiating with others to resolve conflicting priorities and ensuring their diaries and calendars are kept up to date and that emails are managed effectively.

• Arrange travel and accommodation for SLT where required, following guidance and protocols.

• Provide secretariat support for SLT and other regional meetings, circulating papers, taking notes and recording actions and tracking completion of these.

• Collating and producing management information as required.

• Provide ad hoc project support to SLT, Head of RSU, People Lead, Performance Lead, and Assurance Lead, Operational Support Managers on various projects as required, undertaking research and creating and maintaining project records.

• Channel incident management communications to the relevant people, ensuring key messages are conveyed to give a clear picture on incidents and actions required and progressed.

• Ensure the effective management of the Head of Operations personal filing system, monitoring preparation and dispatch of correspondence.

• Draft and ensure the correct handling of documents, briefing papers, reports, presentations and communications, often to short deadlines.

• Proof reading documents for content, grammar, spelling, punctuation and basic formatting and accuracy. Returning documents to authors for amendment where the content does not meet business needs.

• Provide administrative solutions and support, using initiative when confronted with unusual situations.

• Regular urgent requests for information to be managed and turned around in a short space of time (ad-hoc, but frequent).

Knowledge, Skills and Experience

• Interpersonal skills to deal with queries on behalf of SLT members, and engage with stakeholders internally and externally, including the judiciary at all levels.

• Organisational and planning skills to support the work and diary commitments of the Delivery Director, Heads of Operations, Head of Service Performance and Improvement, and to help support the activities of the Head of RSU, People Lead, Performance Lead, and Assurance Lead.

• Think beyond own area of responsibility, considering wider organisational implications of issues.

• Own areas of continuous improvement and/or change activity/projects.

• Apply LEAN principles, tools, and techniques to working practices to improve efficiency of operations.

Problem Solving and Decision Making

• The Diary Manager will be responsible for managing the inbox and calendar for members of the SLT and will need to assess the relative priorities and importance of competing requests and make decisions on what needs SLT attention and what can be actioned or delegated on behalf of the SLT.

• In supporting the work of the SL, the role will collect, organise and analyse performance and people information, identify issues which might require resolution at a higher level and prepare reports to support decision making at a higher level.

Management of Resources

• The role has no line management or budgetary management responsibility but will be responsible for the effective management of the DD’s and SLT’s time and resources, ensuring that their attention is focussed on the most important matters and delegating other matters to the appropriate level. This is likely to be in an environment where priorities change regularly, and the role will need to manage the DD’s and SLT’s time effectively.

• The role will also have a responsibility for checking that SLT and other actions are being progressed to timescales and reporting on progress of these.

Autonomy

• The Diary Manager will report to the Business Support Manager and will receive guidance and support from them where needed, but there is an expectation that this role will exercise both judgement and initiative when managing the office and diary commitments of the SLT and that they will be able to carry out this activity with minimum supervision, following the relevant guidelines and protocols.

Key Relationships and Contacts

• The role is responsible for maintaining the inbox and calendar for SLT and the DD and will be required to regularly engage with others to determine the key priorities that will require their attention. They may be required to negotiate with others to determine where the DD and SLT’s time is best spent. This may require the role holder to engage with stakeholders and contacts internally and externally, including the judiciary at all levels.

• The role will support Heads of Operations and HoSPI by providing analytical support and analysis in their areas of function and may be responsible for commissioning information from the wider business where this is not readily available.

• The role will maintain relationships with colleagues internally to support effective team and individual performance.