Operational Excellence Officer

• Location: Northbank House, Dublin (Hybrid)
• Contract: Permanent

The Operations Department is dedicated to delivering essential services to our residents, including allocations, rent calculation and collection, and tenancy management. Additionally, we provide estate services and support community development activities to promote well kept, friendly neighbourhoods. Operations is also home to our Housing Advice Centre, 'Clúid Works', in house repairs service, and the Operational Excellence team, who contribute to maintaining the quality of services we provide to our residents and ensuring our properties are safe and maintained to high standards. As Clúid Housing continues to expand rapidly, our team supports the Commercial Development Department in acquiring new properties. These properties are carefully selected to be well designed, well built, and located where they are most needed. Clúid teams operate nationally to align with our provision of homes across every county in the country. We strive to lead in innovation and the development of exemplary services that prioritise resident satisfaction, value for money, and compliance with the AHB Regulatory Standard. The individuals in the Operations Department are deeply passionate about their work and are motivated by the direct, positive impact our services have on residents' lives. Our colleagues are known for being resourceful, conscientious, caring, and outcome focused.

Key Responsibilities

• Quality Assurance
• Change and Project Management
• Documentation Management
• Data and Reporting
• Operations Support

Quality Assurance:

• Support the Operational Excellence Team in the implementation of Clúid's Operations-wide quality framework, standards and specifications.
• Support in the collation and analysis of quality performance data to ensure that wider department needs are met.
• Conduct process testing/auditing to plan, document findings and provide feedback on process performance to management.
• Support as required in the review of operational standards, policies, procedures, and processes to evaluate their effectiveness.

Change and Project Management:

• Support the Operational Excellence Team in the delivery of specific improvement projects as required, creating and maintaining relevant documentation.

Documentation Management:

• Provide document control support for Operational Departments, ensuring the policies, procedures, guidance documents, letters, forms and support material are kept up to date with the Process Owners and Business Leads.
• Ensure the process documents are accessible to staff. Maintain and report on the Document Register on a frequent basis to management.

Data and Reporting:

• Conduct routine quality checks on data across Operations to ensure consistently high levels of data quality. Track data quality performance score and report to management and staff on a frequent basis.
• Track and maintain training delivery results, collate training evidence and report to management on a frequent basis.

Operations Support:

• Where required, support other functions.
• Undertake any other duties as required that are consistent with your role.

Person Specification

• Strong communication skills, including verbal, written, report-writing and presentation skills
• Proficiency in the MS Office Suite, particularly Excel and SharePoint
• Flexible and adaptable approach to work
• Strong planning and organisational skills
• Experience in data management and basic analytics
• Experience working in a dynamic or changing environment
• Willingness to undertake ongoing professional development

Experience / Qualifications

• Degree or Diploma in a relevant field or equivalent relevant experience
• Experience in document management and filing system
• Experience in auditing and/or testing processes or controls
• Demonstrable experience in a similar role (typically 3+ years)
• Experience in process mapping and documentation
• ECDL or equivalent digital literacy qualification or experience
• Experience supporting change initiatives and continuous improvement
• Experience dealing with internal and external stakeholders or customers
• Experience gathering, managing, and reporting on data