Grade VII – Business Process Improvement Manager – Project Management Office

Brunel Building, Heuston South Quarter, Dublin 8
 Salary:  See Description for Details
Other   Permanent
Closing Date: 30/01/2023 Closing Time: 12:00
Recruitment start: 12/01/2023


Job Summary

The Child and Family Agency was established on 1st January 2014 and is responsible for a range of statutory functions including provision of child protection, alternative care, specified regulatory services and a range of family support services.  The Agency has commenced a major improvement programme with significant focus on Practice, Culture and Structure.


The Agency currently has responsibility for a budget in excess of €800m and delivers its services through circa 5,000 people in 350 locations across the Country.


The Child and Family Agency has responsibility for the following range of services:

  • Child Protection and Welfare
  • Family Support
  • Alternative Care
  • Adoption
  • Tusla Education Support Services (TESS)
  • Domestic Sexual and Gender Based Violence (DSGBV)
  • Children’s Service Regulation
  • Counselling and Therapeutic Supports


Further information is available on www.tusla.ie


Purpose of Role: The Business Process Improvement Manager will be responsible for transforming and standardising business processes and systems identified by the Programme Management Office (PMO). This role will be part of the PMO Team that is responsible for providing subject matter expertise, strong analytics and process development to optimise and deploy processes. The focus will be on lean thinking, process standardisation and data leverage to enable standardised business solutions.

Job Objectives

Main Duties and Responsibilities


The role of the Business Process Improvement Manager can be outlined as follows:



  • Support the Head of PMO in the management and ongoing development of the PMO.
  • Understand and document the current PMO processes
  • Leverage Lean practices to develop best in class processes, establish standard processes, and integrate with systems. Develop business cases for transformation opportunities.
  • Integrate with teams to ensure alignment between processes, systems and data.
  • Lead process deployment efforts to ensure buy-in from local implementations.
  • Identify the key performance measures that will enable the management, control and further improvement of processes.
  • Work with the Programme Managers within the PMO to prioritise the critical business processes and systems that need standardising to ensure the operational goals are achieved.



  • Engage with cross functional process team(s)
  • Participate in current state (as-is) process mapping
  • Participate in future state (to-be) common process development
  • Identify data requirements and gaps
  • Understand current process metrics
  • Define Key Performance Indicators
  • Coordinate quality assurance reviews
  • Define new reporting needs.


Quality and knowledge management

  • Ensure that appropriate standard operating procedures and work instructions are in place and in use, to support the Tusla PM framework and the activities of the PMO.
  • Ensure there are effective mechanisms in place to capture, store and communicate key information, experience and knowledge gained by the PMO.


Performance Management

  • Work with the PMO Programme Managers and other colleagues to promote effective performance.
  • Effectively communicate goals, objectives and performance targets.
  • Report regularly on progress against specific objectives, tasks and KPI’s.


Communication/Customer Service

  • Maintain effective working relationships with colleagues in units and departments of TUSLA.
  • Provision of process improvement information/advice to relevant stakeholders.
  • Ensure that TUSLA programme and project management policies and procedures are communicated in a consistent way to stakeholders.
  • Attendance at PMO team meetings and other meetings as and when required



  • Performing such other duties as the PMO may reasonably require.


Health & Safety


  • Comply with and contribute to the development of policies, procedures, guidelines and safe professional practice and adhere to relevant legislation, regulations and standards.
  • Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards as they apply to the service for example National Standards for Child Protection and Care and comply with associated Tusla – Child and Family Agency protocols for implementing and maintaining these standards as appropriate to the role.
  • To support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.


The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office. 


Please refer to the Candidate Information pack attached to this campaign for full and further detail.


Skills Required

Applicants must by the closing date of application have the following:


  • Be currently in direct employment with Tusla – Child and Family Agency, the HSE or within other statutory health agencies, or a body which provides services on behalf of the HSE under Section 38/39 of the Health Act 2004 or within a body that provides services on behalf of Tusla under Section 56 or Section 59 of the Child and Family Act 2013.
  • Have at least two years administrative experience in a designated office within the Services as described above.
  • A minimum of 3 years’ relevant experience in business process improvement role.
  • Strong experience in functional management, cross-functional process or process-based transformation management with a demonstrated knowledge of Business Process Management Systems.
  • Significant experience in process excellence such as business process management, re-engineering, process improvement.
  • Project Management experience.
  • Experience with process improvement methodologies (ex: Six Sigma, Lean, BPM) Quality Systems.
  • Strong working knowledge of IT system, and advanced in MS office suite at a minimum.



A candidate for and any person holding the office must be fully competent and capable of undertaking the duties attached to the office and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.



Each candidate for and any person holding the office must be of good character.

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