Operations Leader

Department for Work and Pensions (DWP); Birmingham; On-site; GBP 52,000 - 72,000; Full time

Job summary

DWP CFCD seeks a Senior Operational Leader to model senior management leadership and deliver flexible, effective, personalised customer service, quality and performance. You will lead a geographically diverse team, drive people engagement, and inspire colleagues to deliver objectives.

You will oversee policy implementation, manage risks, conduct regular performance reviews, and collaborate with senior representatives across government to achieve excellent outcomes.

Qualifications

• Senior management leadership experience across geographically diverse teams.
• Ability to drive performance against key objectives and continuous improvement.
• Experience overseeing policy change and complex decision making.

Responsibilities

• Report directly to the Grade 6 and manage a large, geographically diverse team.
• Lead performance reviews, identify risks, and drive continuous improvement.
• Oversee business change, implementing new policies and procedures.
• Collaborate with senior representatives from other government departments and external bodies.
• Provide visible leadership through site visits and clear, passionate communication.
• Motivate teams to deliver flexible, personalised customer services.

Skills

Leadership

Strategic planning

Performance management

Change management

Stakeholder engagement

Risk management

People development

Job description

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 Directorate (CFCD) 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.

• Report directly to the Grade 6, being fully accountable for the management of a large, geographically diverse, team of SEOs 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.
• 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.