26.79 Head of Relationship Management

Job summary

DBS was established under the Protection of Freedoms Act 2012 on 1 December 2012, working from two sites, which are Liverpool and Darlington. We operate on behalf of government delivering Disclosure functions in England, Wales, Jersey, Guernsey and the Isle of Man, and Barring functions for England, Wales, and Northern Ireland. We function within a framework of legal and regulatory requirements and that includes work with a range of external organisations including other government departments, regulators, and trade bodies.

We provide a service that enables organisations in the public, private and voluntary sectors to make better informed, safer recruitment and other decisions. We do this by providing information to enable them to determine whether individuals are unsuitable or unable to undertake certain work, particularly with occupations involving regular contact with vulnerable groups, including children.

Our Strategy

Our current Strategy sets out our purpose, vision, and the impacts we want to achieve. Our strategy was co-created with our staff and has been supported by insight from our various partners, and throughout, you will find our ambitions to be achieved. Everything that we do within DBS, from developing our strategic intent, to the day-to-day operational delivery of our services, is underpinned by constant considerations of safeguarding, quality, sustainability, value for money, and diversity and inclusion. Our strategic objectives aim to enhance our effectiveness, influence, and customer satisfaction while fostering a supportive environment for everyone.

Equality, Diversion, and Inclusion at DBS

DBS is committed to fostering an environment that values individual differences and ensures fair treatment to unlock the full potential of staff and better support customers. Equality, diversity, and inclusion (EDI) are core to driving organisational success and we have developed specific equality objectives for DBS.

Every decision and activity will be considered through an EDI lens, aiming to build an inclusive culture, improve policies and practices, gain external assurances, and become a leading voice of good practice in EDI.

Read More

For further information, please see below for a collection of DBS strategies and business plans:

• DBS strategies - GOV.UK
• DBS business plans - GOV.UK

Job description

As a member of the DBS Operational Service Senior Management Team the postholder will be responsible for the successful day to day operational management of the Relationship Management team; balancing the protection of the interests of the Business Unit with meeting strategic and corporate responsibilities by developing and improving relationships with key delivery partners (Registered Bodies and Responsible Organisations).

The Relationship Management team forms part of the Operational Service Delivery team and the postholder will work closely with other G7 Heads of Service in the wider Operational Services Directorate.

The postholder will lead and co-ordinate resources across DBS, ensuring Relationship Management supports operational service delivery and enables the Directorate and its partners to deliver DBS priorities.

This key role will provide effective leadership, planning and management of a pro-active and responsive Relationship Management function.

The postholder will:

• Manage all staff within Relationship Management, budgets, and operational activities to ensure that quality, performance, service, and financial objectives are met in accordance with DBS financial regulations, procedures, and frameworks.
• Be a key member of the Operational Service Management and wider Operational Services Senior Management Teams, responsible for leading the delivery of efficient, value-for-money services to Operational Services customers and stakeholders, enabling safer recruitment decisions.
• Ensure that staff within the team are engaged and that outstanding performance and behaviours are recognised and rewarded.
• Manage the relationships across key DBS stakeholders.
• Develop an account management approach across key partners involved with all service delivery and products.
• Develop a compliance process to assure delivery partners are carrying out their designated functions appropriately.
• Set the strategic direction of the function and fit with partner strategies.
• Ensure key DBS communications are issued directly to key delivery partner stakeholder contacts.
• Co-ordinate the approach with key delivery partner stakeholder contacts regarding new products and services.
• Obtain demand forecasts from key delivery partner stakeholders to inform DBS’s business funding model.
• On-board Registered Bodies and Responsible Organisations to DBS’s e-bulk and web services.
• Monitor the stakeholder network to identify patterns or trends that indicate non compliance and provide education and guidance to resolve, or suspend/cancel if non compliance continues.
• Ensure stakeholder Registration Services are appropriately managed.
• Contribute to Operations Directorate business planning, taking the lead for advising on partner relationships.
• Translate DBS and Directorate priorities into an appropriate Stakeholder Relationship business plan and communicate this to the team.
• Take a proactive approach to influencing, supporting, and monitoring partners to ensure achievement of objectives and targets.
• Set clear direction for function and ensure all Heads of Unit are supported in working towards consistent goals.
• Ensure that appropriate contracts and SLAs are agreed and applied across all service delivery partners.
• Identify user needs and translate these into requirements to progress and improve the business.
• Maximise the productivity of the capacity and capability available in the team.
• Ensure effective contribution from key delivery partners on demand as an input to the demand management process.
• Ensure the output from the demand management process regarding volumes is translated to efficient workflow volumes and corresponding capacity requirements with key stakeholders.
• Ensure adequate and appropriate resources are in place through ensuring staffing levels are maintained, supporting recruitment, ensuring learning & development takes place and that performance issues are addressed.

Corporate Duties:

• Deputise for Associate Director as required.
• Ensure DBS’s overall vison, purpose and strategy is central to outcomes for customers and stakeholders and all senior leaders understand their role in delivering improved services.
• Support the Associate Director by engaging in and support delivery of the corporate Change and Transformation Programme and aligning Directorate transformational changes to leverage business outcomes from technology improvements.
• Support delivery of the Directorate’s performance targets and published service standards, and work in partnership with corporate functions in order to contribute to the delivery of the full range of DBS’s outcomes and objectives.
• Lead and be accountable for building and nurturing strong positive relations with senior