Operational Delivery Board

Purpose:
To ensure the Company’s customer-facing and partner-facing operations deliver the required service outcomes via internal processes that benchmark favourably for efficiency and effectiveness and improve continually.

Membership:

Chief Executive Officer (Chair)
Director of Customer Services (Vice Chair)
Customer Services 3i Manager
Customer Services Head of Contact
Customer Services Head of Processing
Customer Services Hub Manager
Head of Finance
Head of Business Operations
Head of HR
Head of ICT Development
Head of ICT Operations
Facilities Manager

All Executive Directors are entitled to attend the meetings.

Reporting:

The Board will report monthly to the SLC Executive Board. The Board will meet weekly on an informal basis.

The Board will receive periodic reports from the following Sub-Boards, Forums or Groups:

Customer Panel (to be defined and set up)

Responsibilities:

The Board’s responsibilities are as follows:

Act as driver and guardian of Customer Services / Operational Delivery strategy map and scorecard;
Maintain delivery at quality, volume and cost levels agreed with funding bodies, challenging under-performance and instigating remedial plans as required;
Ensure service delivery enablers, including partners, are well developed and aligned with service plans; and
Continually seek ways of improving value to all stakeholders through operational delivery, insight, innovation and improvement. Changes identified via this board are to be assessed and prioritised via the Product & Services Development Board to ensure a fair balance of future and current requirements.

In carrying out these responsibilities, the Board will ensure that there are proper policies and procedures in place in the following areas (and will ensure appropriate monitoring arrangements are in place).

Operational planning
Operational delivery
Operational measurement and reporting
Operational insight, innovation and improvement
Operational risk management