Client Services Director

Role description and purpose

The post-holder will be responsible for the successful leadership and management of CPA’s portfolio of programmes in line with the strategic direction set by the Council and Trustees. Reporting directly to the CEO, the post-holder will be a key member of the senior management team, leading the Programme/Project Management team and working with the Finance Manager, Communications Lead, Research Lead, Advisors and other key staff to develop and deliver CPA programmes across the Commonwealth and beyond. This will include strategic planning, project and team management, development of workplans and budgets, provision of leadership, good governance and oversight of all programme-related activities. This role will be responsible for engaging and working with external agencies, subject matter experts, and all relevant stakeholders to ensure the on-budget delivery of high-quality outputs across CPA’s portfolio of programmes. The post holder will also be required to work with other Leads and key staff across the organisation to scope and develop relationships with potential funders and support the creation of funding proposals for future programmes and workstreams, integrating their delivery into the overall programmes portfolio.

Key duties and responsibilities

Leadership and operational planning, management and oversight

• Collaborate with the Board, CEO and key staff to develop and advance the organisational strategic plan and goals and ensure programme areas align with strategic plan.

• Implement the strategic plan, integrating all aspects of the organisation’s work into programmes, including policy, advocacy, communications, product development, research and evaluation.

• Work with the CEO and senior management team, creating, maintaining, and/or overseeing systems and processes to ensure effective management of the daily operations of the programmes team and an organisational structure that supports the organisation’s goals.

Programme planning and management

• Oversee and lead the development and delivery of high-quality programmes, services and resources in line with users’ needs and the wider global health landscape, taking into consideration other relevant internal and external programmes, services and resources already available or under development.

• Lead and direct the appropriate use of programme resources including staffing and finances, ensuring programmes are delivered to budget in accordance to agreed KPIs and outcomes.

• Manage grant life cycles, from request to close. This entails supporting the writing of/reviewing applications, overseeing budgets, reviewing or producing relevant reports, and monitoring impact.

• Deepen existing relationships with donors, agencies, and stakeholders to enhance programme sustainability, engaging with key stakeholders to understand their needs and align programme offerings accordingly.

• Working with other key staff, and in alignment with the strategic priorities of the charity, support the identification and development of new partnerships and funding opportunities to expand the programme portfolio.

Human resources planning and management

• Leading the programmes team, including direct line management responsibility, regular one-to-ones, team meetings, pastoral support and appraisals.

• Determine human resource requirements for the management and delivery of programmes, services and resources; recruit, select and appoint appropriate staff according to need and funding availability.

• Ensure adherence to human resources policies, procedures and practices including the development of job descriptions for all staff.

• Establish and maintain good staff relationships and morale, ensuring a healthy and safe work environment in accordance with all appropriate legislation and regulations.

• Identify and develop systems to support staff development and identify opportunities for staff development where possible.

Cross-team working and collaboration

• Work collaboratively with colleagues to ensure that programmes, services and resources are effectively communicated/disseminated and evaluated.

• Use available data and information for evidence-based decision making, to continuously develop and improve programmes, services and resources.

External relationships, strategic partnerships and collaboration

• Advocate for and communicate the organisation’s vision, objectives, core programmes, services and resources to all relevant stakeholders, building strong partnerships that further the organisation’s profile and reputation.

• Attend and report at core organisational meetings, and relevant internal and external conferences and events, raising the profile of the CPA and gathering strategic insights relevant to the organisation’s programmes and wider vision and mission.

This list is a summary of the main duties and responsibilities of this role and is not exhaustive. From time to time, the post holder may be required to undertake other reasonable duties.

Person Specification 

Essential .

• Significant programme leadership experience within the international development/global health context.

• Experience of working in a not-for-profit organisation/NGO.

• 5 years plus programme management experience, including development and implementation of governance processes, financial and risk management.

• Excellent organisational and planning skills with the ability to devise, plan and execute work plans to budget within strict timelines to deliver objectives.

• Proven business development skills, with evidence of successful funding awards and/or product development in a growing organisation.

• Demonstrable experience of team working, with proven track record in managing, developing and motivating a team.

• Excellent interpersonal, negotiation, relationship building and influencing skills.

• Experience with managing funder and / or high level stakeholders relationship.

• Comfortable balancing competing demands and delivery of high-quality outputs in line with objectives and timelines.

• High-level English writing, speaking and presentation skills and the ability to effectively communicate complex ideas and information to various audiences and stakeholders 

• Flexible and adaptable approach to work. 

• Proficiency in online/digital systems (e.g. MSOffice, etc.) and comfortable in adopting new tools.

Desirable 

• Qualification in Pharmacy and / or front-line experience of the healthcare workforce.

• Familiarity with antimicrobial resistance.

• Familiarity with the Commonwealth.

• Experience working with metrics and analytics.

• Project/programme management qualification.

• People management qualification.

• Global health/Public Health qualification.

• Proficiency in Monday dot com or similar project management tools.