Operations Manager

Ministry of Justice; Leicester; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A governmental department in the UK seeks a Senior Operations Manager to lead service provision and operational delivery across the region. Responsibilities include managing teams, resolving complex issues, and building stakeholder relationships. The role offers a hybrid working model, allowing flexibility while ensuring significant in-office presence. Ideal candidates will have strong leadership abilities and experience in operational management, making an impact in public service.

Benefits

Annual leave

Pension options

Training opportunities

Flexible working policies

Qualifications

• Proven experience of delivering through others in operational roles.
• Ability to manage and lead teams effectively.
• Excellent decision-making skills based on complex evidence.

Responsibilities

• Lead operational delivery for high-quality service provision.
• Develop relationships with internal and external stakeholders.
• Resolve complex issues effectively at Courts or Tribunals.

Skills

Leadership

Relationship management

Problem solving

Data analysis

Job description

Overview

Our Senior Operations Manager will lead operational delivery and be responsible for high quality service provision (for one or more services across the region) and complex operations, including those delivered within our high profile and larger site(s). Deputising and supporting the Head of Operations, the role holder will have considerable influence and responsibility over service provision within the region. The role holder will provide a high level of support to the Head of Operations in the operational management of services across the region. A key part of this role will involve creating, developing, and maintaining relationships with internal and external stakeholders and managing their varying and complex needs. This role has significant people leadership responsibility, and will provide clear strategic direction and focus, leading by example, and visibly championing and leading change which delivers results and improved performance across the region. The role holder will create and enhance effective working relationships to support the local judiciary and ensure hearings operate effectively and efficiently, supporting the Head(s) of Operations and representing them as required. The scope of the role is significant, contributing substantially to the achievement of business objectives across their region. The role holder will promote inclusive leadership, champion our values and behaviours, and foster a culture that values innovation and creativity, ensuring everyone feels valued, supported, challenged and capable.

• Analyse and interpret complex and possibly conflicting evidence and data to make sound judgment on the most appropriate solutions that take into account the views of important stakeholders.
• Use own judgement to resolve sensitive/complex problems and or complaints as they arise, engaging personally with the key stakeholders to ensure constructive outcomes and exercising appropriate discretion approaches and taking the necessary mitigating actions. The Senior Operations Manager will be responsible for reviewing potential solutions and mitigations referred by Operations Managers and for making the final decision.
• Identify and implement workable solutions to immediate significant issues as they arise at a Court or Tribunal on the day of a hearing.
• Take steps to resolve complex issues involving organisational interdependencies, collaborate with Courts & Tribunal Managers and Heads of Operations to influence and develop strategic solutions and improve overall service performance.
• Develop innovative approaches to maintaining and improving service delivery, balancing public user, professional user and judicial needs in a complex and challenging operating environment, identifying and evaluating risks to service delivery.

Working arrangements

The Ministry of Justice offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and/or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity. Some roles will not be suitable for Hybrid Working. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review. For nationally advertised roles, successful candidates will be appointed to the nearest viable office to their home postcode and on its respective pay scale.

For current MoJ employees, base location changes may occur to the nearest viable office (HQ building, Justice Collaboration Centre or Justice Satellite Office) within the National Office Network and aligned to the pay scale. Details will be provided if an offer is made. Some Civil Service terms and conditions of service are changing as part of Civil Service reform. Details will be available if an offer is made.

Responsibilities and requirements

• Excellent leadership and relationship management skills with proven ability and experience of delivering through others, leading and managing operational teams in accordance with appropriate management practices, policy and strategy.
• Assess locational performance to anticipate strategic organisational issues, drawing evidence from multiple sources and drawing out key insights to understand workload fluctuations and variances and to identify where improvements are needed.

Benefits and equal opportunity

HMCTS is committed to providing opportunities to make a difference in people’s lives and to delivering justice. The Civil Service is committed to attracting, retaining, and investing in talent. The MoJ offers a range of benefits including annual leave, pension options, training, networks, and flexible working policies. It is a Disability Confident employer and supports reasonable adjustments in recruitment and the workplace. Applicants are assessed on merit and under fair and open competition.