About the job

Summary

At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

About the Operational Delivery Profession (ODP)

The Operational Delivery Profession (ODP) is the largest profession in government, with six out of ten of all civil servants working in a huge range of operational delivery roles in most departments/agencies, providing the services to support and protect UK citizens at home and overseas.

Citizens judge government services by the standard of services Operational Delivery professionals provide. This makes it an exciting and stimulating profession to work in.

The Operational Delivery profession provides learning, qualifications, and opportunities to existing Civil Servants and apprentices to develop skills and careers. The ODP team’s work is crucial to Civil Service Reform, raising the capabilities of Operational Delivery Professionals across government to help them do their jobs better, surpass customer expectations, give excellent value, and deliver reform.

Job description

The award-winning Surge and Rapid Response Team (SRRT) have a vacancy for a Senior Operations Lead to manage our Birmingham and Croydon hubs - working flexibly in a multi-site environment to meet changing customer demand.

This is an exciting opportunity to help shape the future of operations in the Civil Service, by joining an innovating team working across central government departments and agencies, in a pioneering, challenging, fast-paced and hugely rewarding role.

The role will give you the opportunity to use your leadership skills in a demanding, high profile position with daily exposure to senior leaders across the Civil Service.

Give you exposure to a wide range of jobs across the Civil Service, helping you build experience and networks to support your career.

Allow you to have a positive effect on the lives of UK citizens, dealing with some of the most prevalent problems of the day within the scope of the Operational Delivery Profession.

The job is based in either Birmingham or Croydon but may require deployment to other national and potentially international locations, sometimes with limited or short notice.

The job is based in HMRC, but this is a Cross-Civil Service role.

We emphasise the need for flexibility - the role may involve regular travel and overnight stays, potentially at short notice. There may also be occasions where you are requested to be deployed away from home, although this would be exceptional.

The successful candidate will be required to achieve Higher Security Clearance once in the role, the level of security needed is Security Check (SC) for people who work with SECRET information; security check.

You must have been resident in the UK for 5 years prior to your application for Security Check clearance.

Responsibilities

• You will lead hubs of around 120 staff in line with HMRC policies and procedures.

• Act as part of a coordinated management team by attending and actively contributing to the Regional and National Senior Management Team meetings. Providing cover and support for the G7 Regional Operations Manager in the delivery of a variety of deployments, including deputising as appropriate.

• Identify resource requirements for current and future deployment objectives, allocate resource to appropriate work items, assure quality, fairness and progress against plans.

• To provide dynamic leadership to a team of direct reports and to develop the leadership capability of all members of the management team.

• Work collaboratively with the Surge Management Team and maintain effective partnership with operational colleagues, business partners, TU and corporate colleagues.

• Provide support to your teams of apprentices throughout the duration of their apprenticeship journey and deployments, managing and monitoring attendance, performance and conduct for all staff in line with HMRC policy and procedure.

• Work with our partners across government and within the ODP team to negotiate and agree the terms of Deployment Agreements.

• Lead, motivate and inspire your team to assist with high profile ‘rapid response’ deployments, alongside predictable peaks in demand.

• Cultivate relationships for cross-government working; Ensuring appropriate governance and risk management procedures are in place, risks/issues are identified, and remedial action is taken to mitigate/manage risks. Ensuring and maintaining appropriate levels of compliance controls. Ensuring escalation of risks and issues not capable of local resolution. Evaluating actions for their effectiveness;

• Promote and foster a ‘continuous improvement’ ethos throughout the team; and maintain a culture that is committed to equal opportunities; challenge any behaviours that do not adhere to Civil Service standards.

• Adhere to and ensure compliance on Health and Safety, Equality and Diversity and wellbeing of staff. Driving high levels of performance, setting expectations and ensuring standards are being met.

• Deliver, foster and be accountable for a collaborative work environment and develop relationships, processes and procedures that will deliver excellent performance and exceptional customer service with colleagues across Government.

Essential Criteria

• Proven excellent written and oral communication skills, and be highly competent at engaging professionally with stakeholders at all levels with a strong ability to persuade and influence;

• Have the ability to provide strong leadership to remote working, multi-functioning teams;

• Have strong analytical skills showing the ability to identify the critical paths for any project work and provide workable solutions to any issues that could affect the deliverables of the team;

• Be responsible for anticipating issues and problems, and where necessary intervening to prevent slippage or failure to meet key performance measures or milestones; and

• Be highly motivated and able to work and manage with the minimum of supervision.

Desirable Criteria

• Highly motivated and able to work and manage with a considerable amount of autonomy to deliver results.

Benefits

• Learning and development tailored to your role

• An environment with flexible working options

• A culture encouraging inclusion and diversity

• A Civil Service pension

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.

Find more about HMRC benefits in 'Your little extras booklet'  for further information or visit Thinking of joining the Civil Service