Job Title: Senior UK Registration Manager

Job description

Job title: Senior UK Registration Manager

Reporting to: Head of Registration and Revalidation Operations

Job family: Regulatory casework

Salary band: E2

Role purpose

To ensure the effective and efficient registrations of new and existing nurses and midwives.

To provide senior management support to registration teams who are responsible for all aspects of assessing and processing registration applications to the NMC register.

To provide leadership, guidance and direction to the team managers and ensure consistent delivery of excellent customer service, achievement of key performance indicators and that sound decisions are made based on the achievement of the evidential requirements of the NMC legislation and policy in these areas.

Drive continuous improvement of processes and procedures and communicate changes to maximise efficiency and effectiveness

Key accountabilities

Leadership and Management

·  Provide strong leadership and direction across the operations of the UK Registration Team and keep performance improvement under review to ensure performance targets and KPIs are met.

·  Lead and motivate the team managers in line with the NMC’s values and behaviours.

·  Manage operations and administrative functions through a team of managers and ensure consistency of approach in all teams.

·  Provide consistent performance management by delivering and receiving regular feedback, conducting formal reviews, identifying and addressing business-focussed training and development needs

·  Ensure continuous improvement taking into consideration outcomes and recommendations from internal and external audits, and frequently monitoring performance against the NMC Registration directorate’s key performance indicators

·  Lead on specific work programmes and projects as and when required by the Head of Registration

·  Deputise for the Head, attending both internal and external meetings as and when required, to represent the NMC.

Resource and budget management

·  Prepare business and budget plans for specific areas of responsibility - , managing to agreed performance levels within that allocated budget. Conduct regular budget scrutiny of spend against budget and provide forecasts of outturn information for the budget management process.

·  Oversee staff resource planning for the teams, anticipating future volumes and forecasting accordingly.

·  In addition, manage project related budgets, reporting as required.

·  Take delegated responsibility for authorising expenditure and budget within agreed parameters

·  Scrutinse spend to ensure value for money and identify potential savings or efficiencies - taking those forward as appropriate.

Quality and Customer Service Standards

·  Implement best practise methods and risk based scrutiny to enhance public protection through the assessment of applications.

·  Work as part of the senior team to ensure the consistent delivery of a customer focused approach.

·  Manage risks in relation to public protection, customer care and NMC reputation and balance applicants needs and expectations against our public protection responsibilities.

·  Support the handling of corporate complaints, ensuring that the learning is identified and addressed within the registration teams.

·  Ensure that serious events are identified and investigated and that actions arising and learning points are addressed.

·  Monitor the feedback from the agencies, employers, customers and professional bodies to address any emerging issues in parallel with identifying and implementing learning opportunities.

·  Liaise with UK and appropriate overseas authorities to obtain required confirmations in sensitive and/or urgent situations.

·  Keep informed of developments in regulatory law and best practice in case progression and directorate policies and procedures, and disseminate this information to team managers

·  Support and implement improvement and change, including cultural change.

Communication

·  Liaise regularly and work collaboratively with other managers within the Registration directorate to ensure mutual support and appropriate cross directorate prioritisation and timely issue resolution.

·  As a member of the Directorate Management Team attend and contribute fully to the management meetings chaired by the Director of Registration

·  Manage relations with key stakeholders, acting as a key point of contact for high profile issues.

·  Liaise with the NMC media team to understand which cases and/or issues may attract media or political interest and provide subject matter expert input, in accordance with NMC disclosure policy

·  Produce and deliver internal and external presentations when required, attending events and functions to promote the NMC as required.

Information management

·  Identify, review and communicate key risks for the directorate, including maintaining the NMC risk register

·  Compile and analyse data from appropriate software and other sources on team performance, identifying performance against team objectives, KPIs, risks and any trends. Report management information, risks and trends to Head of Registration.

·  Devise and refine an appropriate reporting dashboard to demonstrate performance levels and drive performance improvement

·  Proactively manage the security of data controlled by Registration Teams and disclosure within NMC policies.

UK registrations process

·  Ensure that applications to the register from nurses and midwives trained within the United Kingdom (UK) are assessed by the UK Registration Officers in line with the relevant internal registrations policies, NMC Order, Rules, and external legislation.

·  Ensure that nurses and midwives or employer queries are escalated appropriately by UK Registration Officers and that escalated issues are dealt with in line with agreed policies and procedures and resolved appropriately and in a timely manner.

·  Ensure that all NMC published documentation and information in the public domain relating to UK registrations is up to date and correct.

·  Build partnerships with key stakeholders including HEI’s and other regulators for benchmarking, information gathering and dissemination

·  Work with the Director of Registrations to ensure that timely and appropriate remedial action is taken.

·  Provide statements for legal purposes and be prepared to give evidence at a hearing

·  Hold an in depth understanding of the relevant internal policies and external legislation that impacts the work of the teams in order to provide effective leadership and to act as an expert for the wider NMC.

Maintaining, monitoring and reporting on UK Registration systems

·  Define standard operating procedures and service level agreements (SLAs) and ensure that they are adopted and ahered to by the UK Registration.

·  Responsible for continually improving UK registration systems and processes by developing and providing recommendations to the Director of Registration then implementing the approved changes.

·  Responsible for developing and reporting accurate management information on the UK registration process.

·  Produce ad-hoc and standard reports and statistics for the Senior Management Team and Head of Registration & Revalidation Operations on UK registration workflow, work in progress and the management of specific problems.

·  Work with the RegistrationSenior Management Team and Head of Registration & Revalidation Operations to produce, analyse and interpret performance statistics for UK registration.

Higher education institutes (HEI’s)

·  Responsible for managing the NMC’s relationship with UK HEI’s regarding registration of nurses. Including; resolving issues relating to data transfer and student records, managing consultation on any proposed changes to data transfer systems and providing updates on developments at the NMC affecting registration.

·  Oversee registration officers’ liaison with Higher Education Institute’s (HEI’s) to collect and analyse data.

·  Work closely with NMC staff responsible for coordinating eduction Quality Assurance activity and to bring to their attention any issues relating to particular HEI’s.

Standard responsibilities

People management

·  Manage, Support and develop a team made up of 2 Team Managers, 6 Senior Officers, and 15 UK Registrations Officers as required .

·  Support the senior officers within the teams to develop their management and leadership skills.

·  Provide strong leadership and direction and keep performance improvement under review and ensure that performance targets are met.

·  Facilitate and support the teams to enable them to achieve the department or directorate’s objectives.

·  Provide consistent performance management by providing regular feedback, conducting formal reviews, and identifying and addressing business-focussed training and development needs.

·  Manage issues relating to conduct and capability, ensuring that such issues are dealt with in a focussed and timely manner.

Other responsibilities

There are a number of standard duties and responsibilities that all employees, irrespective of their role and level of seniority within the NMC, are expected to be familiar with and adhere to:

·  To comply at all times with the requirements of Health and Safety Regulations to ensure their own wellbeing and that of their colleagues

·  To promote and comply with NMC policies on diversity and equality both in the delivery of services and treatment of others

·  To ensure confidentiality at all times, only releasing confidential information obtained during the course of employment to those acting in an official capacity in accordance with the provisions of the Data Protection Act and its amendments

·  To comply with NMC protocols on the appropriate use of telephone, email and internet facilities

·  To comply with the principles of risk management in relation to individual and corporate responsibilities

·  To comply with NMC policies and procedures as compiled on the organisation’s intranet

This job description is not exhaustive and as such, the post holder will be expected to be flexible. Any changes will be made following discussion with the post holder.

Person Specification

Job title: UK/Registrar and Appeal Support Team Manager

Qualifications and experience

·  Educated to degree level or equivalent experience

·  Substantial experience of supervising operational processes and systems

·  Experience of working in a politically sensitive environment, working with confidential material

·  Demonstrable expertise in standard and non standard administration using WORD, EXCEL and Image Management Systems

Knowledge, Skills and Abilities

·  Ability to supervise and motivate a team.

·  Excellent time management and organisational skills

·  Excellent oral and written communication skills

·  Ability to work to targets and tight deadlines

·  Excellent analytical skills

·  Ability to prioritise and respond flexibly to changing demands

·  Confident and assured telephone manner with the ability to display empathy and understanding whilst explaining NMC process and policy

·  Able to understand and explain complex policy and legislation to internal & external stakeholders

Personal Qualities

·  Motivates others in the team, creating a sense of shared goals

·  Prioritises conflicting customer requirements

·  Ensure that all teams work together.

·  Delivers agreed outcomes on time.

Registration & Revalidation June 2017 Page 7 of 7