Main purpose of job: 

Reporting to the Deputy Head of Mission (DHM) the Head of Corporate Services leads the disparate corporate services (CS) team of twenty-one overseeing the office management & HR, logistics & protocol and estates management functions.  Additionally, DCS will provide oversight of the small team managing the Residence of the British High Commissioner.

Roles and responsibilities:

• Provide excellent and inspiring leadership, delivering efficient and effective services to all partners across British High Commision (BHC) Lusaka, role modelling effective behaviors and providing coaching and mentoring of corporate team leaders to drive up and embed a culture of continuous improvement.  Support CS teams in their work, especially where challenges arise, providing assurance that they will be robustly defended when necessary and appropriate
• Take a longer term view and be proactive in steering the direction of travel of the provision of corporate services, including new initiatives and processes and procedures being developed by the centre. Where invited, contribute and influence the development of these changes.  Champion any changes and prepare BHC Lusaka for their adoption, ensuring that there is effective and consistent communication.
• Manage BHC Lusaka’s Operating budget, allocating budgets to CS teams.  Maintain an overview of forecasts and spends, rebalancing budget allocations as required to meet operational priorities.  Challenge Teams spending plans to find efficiencies and ensure value for money.
• Review CS staffing levels, capacity and capabilities, overseeing recruitment, training and development of CS colleagues; and promote learning opportunities.  Flex resources to meet competing demands and potential crisis scenarios across the CS portfolio.  Proactively Seek and identify areas for service improvement across CS.
• With the Corporate Services Manager (CSM) own and promote the Corporate Services Charter across the wider BHC, particularly with SLT and the UKBS community.  Where services standards consistently fall short of the published standards, explore the underlying reasons and work with the CSM and relevant team to refine the processes and identify any appropriate resolution and L&D to bring the service level back on track.  DCS will be the escalation point for concerns from customers where service levels have not been met and challenge customers where they do not follow published processes, including lead times. DCS will be expected to communicate tactfully and empathetically striking the right balance between customers’ needs and the Mission’s priorities
• With the CSM and CS Team Leaders, constantly review internal processes to ensure that they fall withing central policies and seek efficiencies and improvements in service provision.
• Oversee procurement & contract management activity across CS teams.  Splitting responsibility with CSM, attend one quarterly contract management meeting each major contractor to support CS contract managers, provide senior oversight and drive value for money.  Highlight areas for contractor performance improvement.
• Develop and maintain close relationships and dialogues with Africa Directorate in Headquarters (London), regional and thematic leads to keep post’s interests at the forefront of their attention and to secure investment in the Lusaka platform for infrastructure improvements.
• Lead compliance activity across CS teams, including stores checks, financial and procurement processes.  Ensure that appropriate action is taken to mitigate and identified shortfalls or risks.  Monitor monthly fuel consumption reports (vehicles and generators), ensuring that any unexplained spikes are appropriately investigated.  Supervise the implementation of Audit recommendations and Management Assurance Process (MAP) outcomes as they impact CS. Identified risks should be escalated as appropriate through the governance channels (Operations Committee and SLT).
• Oversee Post’s Health & Safety activity, including reporting and addressing issues arising.  Where trends are apparent, take action to identify any underlying causes and rectify.
• Support the DHM’s leadership of post led HR initiatives including reward & recognition, learning & performance development and workforce planning.

Resources managed (staff and expenditure): 

• Manage CS team members performance within Corporate Services, including direct line management for 1 x HEO, 1 x AO and QA for 3 x EO.

• The resilience, flexibility and agility to manage multiple work strands concurrently, and deliver at pace, often to tight deadlines
• A determined and proactive approach and a focus on continuous improvement of self and service, with an appetite to work with others to simplify processes and improve efficiency;
• The ability to network and consult internally, and externally with various stakeholders and likeminded missions;
• Excellent communication skills to see through decisions you have made which may often be unpopular;
• A willingness to share expertise and contribute to the development of others;
• A readiness to listen and support colleagues across the mission
• Experienced leader, able to motivate and give direction to a large and diverse team.
• Creativity and vision to manage the corporate operation. Provide innovative solutions to the various challenges which frequently arise.