1. finance
2. personal finance
3. debt management

StepChange
Debt Charity
Head of Strategic
Development and
Change
Appointment Brief
Attentive
Trusted
Authentic
Head of Strategic Development & Change
StepChange Debt Charity
Contents
Introductory Letter from the Chief Executive
StepChange Debt Charity
Organisational Structure Chart
Role Profile and Person Specification
Recruitment Timetable
Terms and Conditions
How to Apply
Introductory Letter from the Chief Executive
Dear Applicant,
Our vision is a society free from problem debt. Here at StepChange Debt Charity we have
over twenty years’ experience of helping people become debt free and are the UK’s leading
debt advice charity.
Over the last two decades, our service has grown significantly. From the introduction of
debt management plans, to the pioneering use of cognitive behavioural therapy to help with
debt-related stress in our Wellbeing tool, we have shown the quality of client care that sets
the standard. We now have £4.2 billion of debt under management. Last year, we
supported our clients in paying circa £370 million off their debts, as well as arranging various
forms of personal insolvency for people who could not repay their debts.
Between 2011 and 2014, the number of people contacting us on the telephone increased by
40%, with people accessing our online debt advice tool or 60-second debt checker up by
83%. We will continue to be the champion of all that is best in free debt advice and debt
management.
The value of what we do can never be underestimated. Problem debt causes untold distress
to individuals, but the damage goes much further – ruining homes, wrecking families and
affecting whole communities. Our research shows that the cost to the wider society of
problem debt is more than £8 billion per year. Our interventions have helped transform the
lives of millions. And we are committed to helping millions more.
We are authorised and regulated by the Financial Conduct Authority and as a charity we are
also regulated by the Charity Commission and the Office of the Scottish Charity Regulator.
We have a new strategy taking us to 2017, helping us on our way to fulfilling our vision; a
society free from problem debt. We are striving to provide and create greater awareness of
free debt advice and solutions. We are working to champion the cause of people who are in,
or at risk of, problem debt by influencing public and private policymakers and campaigning
for change. We are aiming to enhance people’s financial understanding and capability so
that they can better manage their money and debts and recover from problem debt.
As part of our plans, we are seeking a Head of Strategic Development and Change to join
our newly formed Corporate Services Directorate, contributing to and
developing the departmental strategy and helping to drive this through the
organisation. As the Head of Strategic Development and Change you will work closely
with the Director of Corporate Services. You will lead the development and delivery of a
portfolio of change management projects and programmes.
You will be a highly skilled and experienced programme manager with a successful track of
driving change. You will be an excellent communicator and skilled at building effective
relationships.
I hope you find this candidate brief useful and I look forward to meeting you.
Yours faithfully,
Mike O’Connor, Chief Executive
StepChange Debt Charity
StepChange Debt Charity
StepChange Debt Charity is the UK’s leading debt advice charity, helping people break free
from problem debt for over 20 years. Formerly known as the Consumer Credit Counselling
Service (CCCS), it was formed in 1993 and since then, we have helped millions of people deal
with problem debt by providing free, expert and impartial debt help.
CCCS was founded by Vic Ware OBE and Malcolm Hurlston CBE, based on the Consumer
Credit Counselling model begun in the USA. In 1996, they won the support of the biggest
names in the UK credit industry which allowed expansion and development of the debt
counselling and debt management services.
Today, StepChange Debt Charity employs 1200 staff and its team of debt experts helps over
500,000 people a year across the UK to overcome their debt problems and get their lives
back on track. Over 6.2 million households in the UK are financially vulnerable; 3.2 million
are three months behind with a repayment of subject to debt action like insolvency.
StepChange Debt Charity offers practical solutions to help people out of debt, including feefree debt management plans, debt and bankruptcy advice and equity release. Unlike feecharging debt management companies, StepChange Debt Charity services are funded by
creditors, not paid for by clients. Our income in 2015 is expected to be £45 million. As a
result of this unique social enterprise model, advice and solutions to people in need is
genuinely free, based on what’s best for them, not what is profitable.
StepChange Debt Charity’s service includes a free Helpline and an online Debt Remedy tool
which helps us to understand each individual’s debt problem and suggest a plan of action
tailored specifically to the person in need. There are a range of services and solutions to suit
every situation, including, debt management plans, individual voluntary arrangements, debt
relief orders and debt arrangement schemes in Scotland. Over recent years we have
successfully raised awareness of our charity and reached more people in need
through investing some of our reserves. To view our 2013 accounts, please click here.
Our vision is to create a society free from problem debt. By raising awareness of the issues
surrounding debt in the UK, and building on the vital work that the charity has done over
the last 20 years, we’ll help to overcome the serious problems that debt presents in the 21st
century.
We promise our clients that:
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Our advice is free, confidential and impartial
We know debt, so our clients can be sure we’ll provide impartial debt advice and the
right practical solution
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Where appropriate, we support clients’ repayment of their debts through an
affordable plan and we provide aftercare and support to each client through
dedicated guidance teams
If clients cannot repay their debt we offer advice and where appropriate set up an
insolvency solution
We are a charity and conduct ourselves according to the rule and governing
principles of the Charity Commission of England and Wales and the Scottish Charity
Commission
To read our strategy summary, please click here.
To read recent research shows that the cost to the wider society of problem debt is more
than £8 billion per year, please click here.
Corporate Services Directorate
Job Profile
Role Overview
The Head of Strategic Development and Change will provide clear strategic direction for
the change team and create an environment that encourages teamwork and delivery
through the disciplines of analysis, programme and project management. You will be
accountable for change delivery across the charity. The successful person will:
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Lead change across the charity to deliver strategic aims and priorities
Responsible for the provision of change, which improves the quality, efficiency,
and effectiveness of the products, systems and services provided
Provide change leadership and expertise to enable development and
implementation of new strategies (products and services), systems and
services provided
Manage the delivery of a portfolio of change projects across the charity. To
include: product and service development, systems development and
change management
Deliver charity wide improvements through the evaluation of strategic change
and propositions
Main duties and responsibilities
Senior Management
1. Contribute to the evaluation and development of department strategy and
provide full cooperation and support in developing the plans to deliver the
strategy
2. Demonstrate corporate leadership and be a role model for all levels of
employees, adhering to, supporting and ensuring adoption of all the charity’s
agreed policies, procedures and practices
3. Build effective and collaborative relationships with key internal stakeholders
4. Connect colleagues to department strategy and enable them to understand their
contribution and how they make a difference
Role Specific
5. Lead the development and delivery of a portfolio of change management
projects and programmes; shaping them from concept to plan and roadmaps,
reassessing throughout the lifecycle and assessing the impact upon delivery
6. Provide direction, guidance and support to your management team in instigating
and bringing successful conclusion to all the charity’s change projects
7. Develop detailed plans to lead the implementation of all change activities
including sponsorship, stakeholder alignment, impact assessments, risks, issues,
communication, readiness and adoption
8. Establish and manage collaborative cross-functional working to deliver change
seamlessly for the charity
9. Build and maintain very strong relationships with systems development and
support to ensure a collaborative approach to delivery
10. Understand the cultural impact of change on colleagues and work with the
accountable senior managers and executive to develop and implement change;
11. Ensure that a structured change management system is in place and adhered to
12. Ensure that all projects within the charity’s programme are closely monitored
and reported to the management team and board of trustees
13. Ensure that all quality improvement and projects have been analysed in terms of
their cost and benefits and that this analysis is used in determining priority and
success
14. Work closely with high-level stakeholders to deliver insight and intelligence and
aid decision support, ensuring that management information is delivered in the
most cost-effective way
15. Lead the MI and customer research teams to develop insight to identify
opportunities for current and future products, services and propositions to
ensure the charity is well positioned to respond to new and expanding areas of
business
16. Develop, coach and train individuals to enhance personal and team performance
utilising the various elements of the performance management system
effectively
17. Lead a full annual goal setting exercise, ensuring that appropriate goals are
cascaded at each level and are reviewed and revised as required
Person Specification
You should be able to demonstrate and provide evidence of the following criteria
listed under Part One within your written application. These will be tested further at
the preliminary interview stage, along with the criteria listed under Part Two:
Part One
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Significant successful experience of driving change within a complex organisation
Exceptional corporate leadership skills with the ability to be strategic and
forensic when appropriate
Significant programme and project management skills, having successfully
overseen complex projects from conception through to completion, analysing
and assessing their impact
Superb written and verbal communication skills with the ability to engage and
inspire a wide range of internal stakeholders
Proven experience of shaping, motivating and developing multi disciplinary
teams
Experience of driving innovation, including product and service development
A strong understanding of organisational cultural change
Significant experience of systems development and IT infrastructure
Commercially astute with significant financial acumen and budget management
skills
Sophisticated negotiation skills and a high level of emotional intelligence
An understanding and appreciation of the work we do from a charitable and
financial services perspective
Part Two
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Builds trusting and collaborative relationships across the charity
Develops strategy and turns it into concrete action, through planning prioritising
and organising work
Is adept at influencing and aligning colleagues to make things happen even in the
absence of direct authority
Manages conflict successfully within their teams and challenges upwards
appropriately
Promotes the need for and is an advocate for change and the benefits of change
Acts as a mentor and role model for colleagues with a view to expanding the
charities capability
Open to change and sees things in new and innovative ways
Timetable
Sunday 31st May
Closing date for all applications
Wednesday 17th and Thursday 18th June
Preliminary interviews at Attenti –
conducted in London and Leeds.
w/c Monday 29th June
References taken by Attenti
w/c Monday 6th July
Informal site visit and site tour of
StepChange Debt Charity Leeds
Thursday 16th July
Final Panel Interview
Terms & Conditions
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The role will be based in our Leeds office with regular travel across the UK
Circa £60K
Performance related bonus
Annual Leave 27 days
Westfield health cash plan
Matched contributory pension scheme
Holiday purchase and childcare voucher scheme
Discounts on third-party products/services
How to Apply
If you are interested in applying for this role, please do so via the Attenti website:
www.attenti.co.uk/scdchsdc
Please ensure you provide the following:
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A supporting statement. This should clearly set out how you meet each of
the criteria set out in the person specification. You should provide
evidence in your statement; and not simply a broad claim to have done it
- give us examples and dimensions; tell us what this achieved and how it
helped meet your organisations' goals.
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A comprehensive CV including details of your achievements in each role.
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Details of two referees, one of whom should be your current or most
recent employer, and let us know whether you would be happy for us to
contact them as part of the process. Referees will not, of course, be
contacted without your prior consent.
Please ensure that you indicate in your application any dates when you will not be
available, or where we might have difficulty in contacting you, which coincide with the
appointments timetable.
All applications will be acknowledged.
Attenti will respect the privacy of any initial approach or expression of interest in this
role, whether formal or informal.
Closing date for applications: Sunday 31st May 2015
For an informal and confidential discussion, please contact our advising consultants
Hayley Clark, Jim Banks or David Fielding at Attenti on 020 7422 0620.