Senior Operations Leader

2 weeks ago


Swansea, United Kingdom Driver and Vehicle Licensing Agency Full time

**Details**:
**Reference number**:

- 288978**Salary**:

- £39,428**Job grade**:

- Senior Executive Officer**Contract type**:

- Permanent**Business area**:

- DVLA - Operations and Customer Service Directorate - Casework and Enforcement Group**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 2Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- SwanseaAbout the job

**Job summary**:
**_ Senior Operations Leader_**

**Salary: £39,428**

Do you have experience in leading and supporting large operational teams?

Can you build trust and communicate with others in an open, honest and enthusiastic way to provide clear direction, whilst balancing competing priorities in a fast paced environment?

**Job description**:
The Driver and Vehicle Licensing Agency (DVLA) maintain the licensing of drivers in Great Britain and the registration and licensing of vehicles, together with the collection and enforcement of vehicle tax in the UK.

As Senior Operations Leader, the role will require you to lead and manage the Operational area to deliver excellent Customer Service, driving the delivery of Operational and Customer Services Directorate (OCSD) Key Priorities, Service Level Agreements, Secretary of State and Agency targets.

This is a key role in leading staff to deliver the front-line driver and/or vehicle support for customers and providing advice to the British public. With a large workforce in an operational area, the post holder will be responsible for managing service delivery and performance. You will be key to ensuring high levels of staff engagement through effective communication and bringing employees onboard to engage with the Agency's strategic objectives. Therefore, the role requires a strong leader who can effectively engage, motivate and build capability.

You may also have contract management and business support responsibilities which will require you to provide general advice to operational teams, lead on project delivery and ensure the business is ready for any business change activity.

For this role, you will need strong communication skills. You will understand and listen to concerns from all levels, building solutions into the business’ strategy, enabling managers to understand, implement and deliver the service efficiently. It is, therefore, crucial that you are confident analysing data to make effective decisions and to drive continuous improvements. You will have the ability to build strong relationships quickly to influence and drive the Agency through change, ensuring a positive end to end customer journey.

**Responsibilities**

Effectively lead and drive the unit/teams by
- Taking responsibility and making well informed decisions for benefit of our people, our services and our organisation.
- Communicating the value of change and continuous improvement
- Ensuring mechanisms are in place to involve, recognise develop and support people
- managing resources based on robust intelligence and making data driven decisions
- Creating a culture that supports an environment of proactivity, accountability and future proofs the workforce

Lead the Unit/Teams to:

- Deliver the achievement of key performance targets, performance and quality standards in line with Agency business plan and internal stretch measures
- Continuously improve customer service by increasing efficiency and effectiveness
- Effectively manage risks and customer complaints
- Promote and deliver current and future services for your operational area
- Support the delivery of change across the Agency

For a full list of responsibilities, please refer to the Role Profile.

**If successful and interested in a part-time position, the minimum expectation is 3 days or 22.2 hours per week.**

**Person specification**:
**About You**

We're looking for a confident and passionate operational delivery professional who can effectively lead people to exceed our customers’ expectations.

You will be a skilled leader who is able to think strategically to promote an innovative culture where shared vision, collaboration, and learning from mistakes fosters continuous improvement. You will build excellent working relationships with stakeholders to achieve progress on business objectives. You will be approachable and receptive to new ideas with a future focussed mindset, able to balance long and short-term priorities to implement business, process and people strategies.

It's important that you have experience in leading and supporting operational teams. You will need to be confident in making decisions, taking managed risks to achieve goals. You will welcome challenge from others, and stand by, promote or defend own and team’s actions and decisions where needed.

You will be aware of the political dimensions of the business and understand the impact actions have on an organisation. You will be able to inspire and mo



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