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Senior Operational Leader

4 months ago

Sunderland, United Kingdom UK Civil Service Full time

Job summary

DWP helps people lift themselves out of poverty and to stay out of poverty, through work, saving and support. This is a hugely important public service, and our challenge is bigger than ever. As part of Counter Fraud and Compliance & Debt (CFCD) Directorate you will be at the heart of DWP�s front line operations, helping to change people lives and supporting CFCD purpose of fighting fraud in the welfare system.

As Senior Operational Leader, you will role model excellent senior management leadership, taking responsibility for the flexible, effective, personalised delivery of customer service, quality, and performance.� You will provide transformational leadership to a geographically diverse team - leading through others, driving people engagement, and inspiring colleagues to deliver objectives.

CFCD is a great place to work where the leadership team are passionate about attracting the best talent whilst nurturing and valuing new and existing colleagues to be the best they can be. We are looking for people who can demonstrate our values and commitment to leadership which are based around Collaboration, Resilience and Inclusivity. We look for emotionally aware leaders who enable teams to be innovative, adaptable and flexible. We want you to be comfortable challenging the norm and finding daring and dynamic solutions that support our values and enable colleagues to shine in whatever role they do.

Job description

As a Senior Operational Leader, you will:

Report directly to the Grade 7, being fully accountable for the management of a large, geographically diverse, team of Higher Executive Officers (HEOs) setting strategic business priorities for your areas of responsibility and driving performance against key objectives.Be a self-starter, able to use your own initiative and make sound, complex decisions at pace.Be able to quickly instil technical knowledge and use initiative to seek solutions to problems; making interpretative judgements where circumstances fall outside of available guidance.Lead performance within your business area, undertaking regular face-to-face performance reviews with your direct reports, identifying risks to performance achievement, and driving forward continuous improvement.Be at the forefront of overseeing business change; leading others through the implementation, and embedding, of new policies and procedures.Work alongside multiple, senior representatives from other government departments/external bodies, building strong, collaborative relationships which enhance our reputation and achieve excellent outcomes.Provide visible, effective leadership through regular site visits, taking a personal lead in engaging with and communicating key messages with clarity and passion to obtain buy in.Motivate teams to operate flexibly, seeking feedback, listening and acting on this, setting performance standards and personalising services for our customers.Encourage creative thinking and collaborative working between teams and directorates to drive innovation and service improvements.Contribute to people planning activities, ensuring appropriate and effective deployment of people and resources within and between sites.Develop a holistic grasp of all customer types enabling you to lead, design and manage new business roles and processes that continuously improve the quality of customer experience.Ensure all matters are dealt with promptly and sensitively, in line with DWP policies and procedures, and legislative frameworks, managing risk exposure by overseeing compliance.

Person specification

What we are looking for in our leaders:

Have strong and effective leadership experience, with the ability to lead through others and make sound business decisions at pace.Can communicate with clarity, conviction and enthusiasm with colleagues, partners and stakeholders to drive positive outcomes.Have experience and knowledge of leading diverse teams, through effective coaching and mentoring, to improve service delivery.Can drive performance improvement through proactive management of processes and ensuring compliance with performance management policies and procedures.Have a flexible, agile outlook, able to innovate and display creative thinking.Be proactive in identifying and have the resilience to overcome difficulties, taking ownership for resolving and driving issues forward.Have knowledge of risk assessment processes, business continuity planning and diversity impact assessments.Understand and engage with change. Inspire and obtain buy-in from colleagues by encouraging discussion, initiative, and ideas in support of the long term DWP vision.Can effectively monitor performance, have sound analytical skills, and the ability to effectively interpret and use management information to deliver against performance objectives while maintaining quality.Empower and encourage your diverse workforce, providing real opportunities for people to develop their strengths and innovate.Have strong interpersonal skills, with a high level of emotional intelligence and the ability to remotely manage staff.Are honest, with integrity and probity, and have a personal demeanour that inspires confidence and loyalty.Understand the political context within which DWP operates.Have excellent presentation and communication abilities.Hold a solid understanding of equality and diversity, and how it impacts upon service delivery.Have excellent, planning, delegation, and organisational skills, as well as strong negotiating and influencing skills.Have excellent collaboration skills, particularly as a DWP representative in national multi-agency meetings, requiring strategic decisions.

Key Criteria

Candidates will be able to demonstrate the following Key criteria:

You have strong and effective operational leadership experience involving large diverse teams, with an ability to communicate with clarity, conviction and enthusiasm with large groups of colleagues, partners and stakeholders to drive positive outcomes to improve service delivery and performance (lead criteria).You can effectively monitor performance, have sound analytical skills, and the ability to effectively interpret and use management information to deliver against performance objectives while maintaining quality.You can demonstrate that you are able to own, prioritise, multitask, and deliver on competing priorities whilst keeping yourself and others resilient and focused. You ensure risks are identified and actions are taken to avoid problems.You are capable of transformational leadership, driving performance improvement through proactive management of processes and ensuring compliance with performance management policies and procedures.You have the ability and confidence to remotely manage diverse teams and cultures, fostering strong working relations and group engagement from a distance You have the ability to understand and engage with change and inspire and obtain buy-in from colleagues by encouraging discussion, initiative and ideas in support of the long term DWP vision.You role model a continuous learning culture; empower and encourage your people, providing real opportunities for people to learn and develop their strengths and innovate.

Behaviours

We'll assess you against these behaviours during the selection process:

LeadershipMaking Effective DecisionsManaging a Quality ServiceWorking Together

Benefits

With great benefits including:�

Generous annual leave � 25 days on entry, increasing up to 30 days over time (pro�rata for part time employees), plus bank holidays and one day of leave for the King�s Birthday. The exact number of days of annual leave will be determined by any current years of service.Competitive maternity, paternity and parental leave we also recognise the importance of a good work-life balance and offer flexible working and a family friendly approach to work.Training and apprenticeships and up to 5 days� personal development & learning allowance.Flexible/hybrid working.Employee discount schemes.Free wellbeing support.Opportunities to make a real difference through joining forums, initiatives & charities.Interest free travel loans.Vodafone advantage discount scheme.HASSRA - DWP colleagues will have the opportunity to join HASSRA, a vibrant and successful organisation that provides a first-class programme of competitions, activities and benefits for its members (subscription payable monthly). It also has an important part to play in helping us achieve a healthy work-life balance and wellbeing in the workplace.Highly sought-after civil service pension - your pension is a valuable part of your total reward package where: The employer makes a significant contribution to the cost of your contributions come out of your salary before any tax is taken. This means, if you pay tax, your take-home pay will not be reduced by the full amount of your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you more information, visit ��

Location

Post 1 � Scotland - This position has responsibility for the Debt Management teams located in three DWP sites, and can be based in any one these with regular travel between them expected:-�

Stornoway, 2 Castle Street, Isle of Lewis, HS1 2BAInverness, River House, Young Street, IV3 5BP Glasgow, Atlantic Quay, G2 8SP

Post 2 � Sunderland - This position has primary responsibility for the Debt Management teams located in DWP Sunderland, Wear View House, Eden Street West, SR1 3EY.� Associated (small teams) are located in Inverness and Sheffield, regular travel to these sites is expected.

Applicants should apply for suitable posts where they can travel to and from their home office location daily within a reasonable time.

Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.

Hybrid Working�

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.�