Operational Senior Executive Leader

6 months ago

Dundee, United Kingdom Department for Work and Pensions Full time

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

- 338960**Salary**:

- £40,201 - £43,347**Job grade**:

- Senior Executive Officer**Contract type**:

- Permanent**Business area**:

- DWP - Service Excellence - Retirement Services**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
- DundeeAbout the job

**Job summary**:
The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy and is responsible for helping people move into employment, supporting pensioners and protecting some of the most vulnerable in our society.

As the UK’s biggest public service Department, it administers the State Pension and a range of working age, disability, and ill health benefits to around 22 million claimants and customers.

We are looking for individuals with the drive and commitment to fill 2 key senior leader (SEO) roles in our Retirement Services Directorate (RSD) State Pensions Team.

This is an exciting chance to work developing the opportunities brought about by transformation activities in State Pension operations, to maximise the continuous improvement of the quality of customer experience.

The current work programme will involve working with key stakeholders on specific Policy and Legal matters across Government whilst developing the operational strategy.

**Job description**:

- Communicating and engaging with a wide range of stakeholders including those from the wider civil service, IT suppliers, and various audit agencies at a strategic and technical level.
- Critically examining State Pension Standard Work Instructions (SWI’s) and amending, where required, to ensure that instructions support efficient service delivery whilst maintaining adherence to DWP standards.
- Supporting/Role modelling the processes and procedures introduced by the transformation journey to fully exploit the potential efficiency savings offered by the move to customer focused digital services.
- Driving the implementation of the migration plans for all State Pension customers and supporting operational staff training/deployment changes required to ensure service levels are maintained during the migration.
- Assuring the directorate meets DWP risk management principles required to maintain and report on State Pension risk logs.
- Reporting to stakeholders the current position regarding Fraud, Error and Debt (FED) within State Pension and actions being taken within the agreed FED reduction plan.
- Analysing and utilising MI reports to develop and support the introduction of more efficient service delivery procedures.
- Ensuring State Pension Business Continuity plans are maintained and applied where required.

**Person specification**:
Key Criteria for the role:

- The ability to make effective decisions, prioritise plans and resources and have a commitment and passion for improving customer service and achieving stretching business objectives **(Lead Criteria).**:

- Able to lead effectively across a fast paced and high-profile area, with the ability to be flexible and adapt to changes at team and directorate level.
- The ability to proactively improve the quality of the service, using insight from various teams, identifying gaps in the customer journey, building evidence and problem statements to influence priority improvements with clear benefit realisation.
- Experience of process mapping specific to customer interactions highlighting unnecessary process steps.
- Experience of drafting, scoring, and maintaining risk logs utilising risk management principles.
- The ability to gather and analyse performance MI and utilise it to support operational decisions.
- Possess excellent presentation, drafting, written and communication skills.
- Experience of working at pace, providing accurate and at times detailed contributions, to a range of sensitive briefings and enquiries.

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

- Making Effective Decisions
- Changing and Improving
- Working Together
- Delivering at Pace

**Benefits**:

- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%

**Location**

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 r

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