BENENDEN HOSPITAL TRUSTJOB DESCRIPTION

Job Title and Band:
Band 4 (£25,565 - £37,355 dependent on experience) – Service Development Manager
Job Holder: / Date: December 2017

Key Responsibilities

Responsible for the development of new services and to bring new products to market. To champion service development, working with the Hospitals team of Consultants, to support the development and growth of Benenden Hospital Trust:

  • To support the drive for and delivery of self-pay patient growth strategy
  • Driving product development across development teams, ensuring the transition to the operational environment is handled effectively with all relevant teams
  • To identify and deliver opportunities for product and service development that will support business growth
  • Conducting research, networking and actively targeting key prospects to help identify opportunities
  • Developing a road map of potential new strategic development areas
  • To maintain own product and service development technical competency/expertise

Where does role fit in organisation?

Reports to the Marketing and Sales Manager

Accountable to the Director of Business Development and Performance

Working closely and collaboratively with the sales, marketing and comms teams, while maintaining strong links with all internal stakeholders, departments, external customers and partner organisations.

Main Duties and Responsibilities (Boundaries of role)

Service Provision:

  • Conducting comprehensive market research to identify and deliver opportunities for product and service development that will support business growth for the hospital
  • Identify new strategic development areas and develop a road map to agree and progress prospects
  • Identify and understand target markets, competitive environment and customer needs
  • Networking and actively targeting key prospects to help identify opportunities
  • Develop relationships internally and externally to gain a strong understanding of partner and patient objectives and needs, evidenced in outcomes measures and performance indicators agreed
  • Building relationships and regular engagement with our practicing consultants and senior management team to promote hospital services and identify new business opportunities
  • Generating SWOT analysis and gathering market trends to inform decisions and activity
  • Working closely with the sales and marketing team to develop launch programs
  • Monitor performance of each new product or service launched against agreed key performance indicators
  • Deliver against targets defined for new products/services
  • Preparation of reports that evidence progress, proposals and achievement against defined service development objectives and targets
  • Operate as a brand ambassador for the hospital
  • To demonstrate good governance in all aspects of work by adhering to all standards, operating policies, procedures and protocols
  • To represent the department as required at meetings
  • To maintain an appropriate standard of confidentiality for all information. Any disclosures of confidential or business information (including information kept on computer or other media) made unlawfully outside of proper course of duty will be treated as a serious disciplinary offence.

Financial:

  • To support achievement of financial and activity targets within the Sales and Marketing service, ensuring budgetary requirements are met
  • To comply with departmental budget control of costs and procurement guidelines
  • To ensure that all data is completed accurately and in a timely manner to support marketing and sales activity, and that any economies are highlighted
  • To report against monthly departmental performance reviews/dashboard, agreeing further action, development and active planning

Other:

  • To maintain sound and effective working relationships and communication with all hospital staff and consultants
  • To adhere to all policies, procedures and guidelines that are relevant to their role and area of work
  • Active participation and completion of appraisal, to understand expectations and achieve performance against objectives
  • 100% compliance for mandatory training, identifying and undertaking agreed training needs
  • Ensure personal continuing professional development (CPD) is maintained
  • To attend hospital meetings and functions, as required

SPECIFIC ROLE REQUIREMENTS

  • In addition to working core hours Monday to Friday, the post holder will be required to have visibility at a range of events and activities during the year that may require working occasional evenings, weekends and bank holidays.

Proven Knowledge, Training and Experience

  • Educated at degree level or significant experience in Business or Product Development Role
  • Experience and knowledge of healthcare/medical industry
  • An effective and confident communicator and presenter of ideas and proposals to a range of audiences
  • Commercial acumen
  • ‘Can do’ attitude with a track record of seeing things through to completion
  • Ability to identify new ideas, absorb feedback constructively and sell ideas
  • Well organised and task focused
  • Ability to work pro-actively individually and as part of a team
  • Evidence of continuing education and development
  • Proven ability to undertake multiple tasks under pressure

Skills & Competencies

  • Confident with strong verbal/written and interpersonal skills with the ability to engage any stakeholders, teams, managers and partners
  • Ability to take concepts and deliver them through a team
  • Uses initiative, is pro-active and manages own workload
  • Highly motivated with a positive attitude
  • Financial awareness and knowledge of monitoring and evaluation
  • Sound computer skills e.g. MS Office Suite and web based reporting systems

Personal Attributes

  • Personal resilience, demonstrating a positive attitude and even temper in the workplace
  • Be flexible and adaptable to meet the changing needs of the business and workplace
  • Foster a culture of professionalism and a positive working team environment
  • Demonstrate honesty, integrity and ethics in the workplace

Measuring Performance

The post holder is expected to be familiar with, and work in line with, the hospital’s Values.

Performance will be measured against the specific objectives and targets and “Values-led” behaviours as identified and agreed within the Performance & Development Review (PDR) process.

STANDARD ROLE REQUIREMENTS

Mandatory Training Requirements

The post holder is required to attend an annual mandatory and statutory training, to include a regular update on fire safety, infection control, manual handling, information security, risk awareness and life support.

Health & Safety

The post holder will be required to observe the hospital's safety policies, made under the Health & Safety at Work Act 1974. He/she will take due care at work and report any accidents or untoward occurrences and co-operate with the hospital in relation to Health & Safety issues.

Benenden Hospital is committed to having a safe and clean hospital and preventing infection wherever possible. The post holder has a personal obligation to act to reduce ‘healthcare-associated infections’ (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required by the hospital’s Infection Control Policies and support initiatives to meet the Hygiene Code. This includes particularly those that apply to their duties, such as Hand Decontamination Policy, Personal Protective Equipment, safe procedures for using aseptic techniques and safe disposal of sharps. The post holder will report any known infections to the Governance Team and any incidents through the hospital’s Incident Reporting Policy.

Confidentiality

The post holder will be exposed to sensitive personal data as part of their role and must at all times ensure that all data is kept confidential and that it is only made available to those people who are authorised to access it. There are hospital policies relating to information security, confidentiality and data protection which define responsibilities. It is the post holder’s responsibility to ensure that they read all appropriate policies and are aware of their responsibilities. Any data breach will be subject to the disciplinary process which may result in dismissal.

Safeguarding Vulnerable Groups

Employees who come in to contact with vulnerable adults or children and their parents during the course of their normal duties will be aware of their responsibility to safeguard and promote the welfare of children, young adults and vulnerable adults.

Equality and Diversity

It is the responsibility of every staff member to understand the hospital’s equality and diversity commitments and statutory obligations under the current equality legislation including the Equality Act 2010. The post holder will value people as individuals and treat everyone with dignity and respect, in line with the hospital’s Values. The post holder will be familiar with the Equality and Diversity Policy, and will report behaviour that undermines equality within the hospital.

Legislation

The post holder will be required to observe current legislation including for example Data Protection Act, Human Rights Act, Friendly Societies’ Act, Equal Opportunities, Freedom of Information Act, and Bribery Act etc.

Fraud

The hospital requires honesty and integrity from staff and Officers. Hospital staff are expected to abide by the Benenden Society's Fraud Policy, as stated in Section 20 of the Standing Financial Instructions. This Policy clearly states the Society's position regarding fraud, theft and corruption. Furthermore the Society's Whistleblowing Policy sets out guidance regarding the reporting of suspected malpractice.

Business Risk Awareness

The post-holder will be required to identify and assess risks to the achievement of individual, departmental and organisational business objectives. He/she will report, control and monitor these risks at a level appropriate to the role.

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