Operations Leader - Debt Management

Department for Work and Pensions (DWP); Coventry; On-site; GBP 65,000 - 85,000; Full time

Job summary

The Department for Work and Pensions (DWP) CFCD is seeking a Senior Operational Leader in Debt Management based in Coventry. You will lead a team of Higher Executive Officers in a busy contact centre, setting priorities, driving performance and delivering essential public services.

Responsibilities include managing risk and compliance, using management information to inform decisions, and leading change across operations and processes to improve customer outcomes.

Responsibilities

• Lead operational delivery, ensuring achievement of performance, quality and customer service objectives.
• Drive performance improvement and continuous improvement across areas of responsibility.
• Lead and support the implementation of business change, policies and operational processes.
• Develop and support managers to deliver high performance and effective people management.
• Build effective relationships with internal and external stakeholders to achieve business outcomes.
• Manage risk, compliance and governance requirements.
• Use management information to inform decision-making, resource planning and performance management.

Job description

Do you have an inquisitive mind? Do you enjoy engaging with customers? If so, we need you! 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 people in our society. Counter Fraud Compliance and Debt (CFCD) aims to reduce fraud, error and debt within the benefit system, to protect the public purse. As part of CFCD, you will be at the heart of DWP's efforts to reduce fraud and error in the benefit system. This is a hugely important public service, and our challenge is greater than ever. If you want to join an organisation that recognises the importance of work-life balance, where you can develop new skills and progress your career, then CFCD is the place for you. As a Senior Operational Leader in Debt Management, you will report to a Grade 7 and lead a team of Higher Executive Officers in a Contact Centre, setting priorities, driving performance and delivering business objectives. You will lead managers through change, develop capability and promote continuous improvement, working with DWP and partner stakeholders to improve delivery and customer outcomes. You will oversee performance, risk, compliance and resources, using management information to guide decisions, and embed new policies, processes and ways of working. Occasional travel and overnight stays are required. Key Responsibilities

• Lead operational delivery, ensuring achievement of performance, quality and customer service objectives.
• Drive performance improvement and continuous improvement across areas of responsibility.
• Lead and support the implementation of business change, policies and operational processes.
• Develop and support managers to deliver high performance and effective people management.
• Build effective relationships with internal and external stakeholders to achieve business outcomes.
• Manage risk, compliance and governance requirements.
• Use management information to inform decision-making, resource planning and performance management.