Dwp National Services Operational Leader - Glasgow, United Kingdom - Department for Work and Pensions

Department for Work and Pensions
Department for Work and Pensions
Verified Company
Glasgow, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Details:


Reference number:


Salary:

- £50,155 - £60,781
  • A Civil Service Pension with an average employer contribution of 27%
    Job grade:
  • Grade 7
    Contract type:
  • Permanent
    Business area:
  • DWP
  • Work and Health Services
  • Universal Credit
    Type of role:
  • Operational Delivery
    Working pattern:
  • Flexible working, Fulltime, Job share, Parttime
    Number of jobs available:
  • 1Contents
Location

About the job


Benefits:

Things you need to know

Location

  • Glasgow
  • Northgate. There will also be responsibility for teams in Ashton in Makerfield so some overnight travel will be required.
About the job


Job summary:

DWP is looking to fill the role of National Services Operational Leader.
This is a high profile and business critical role.

The National Services Operational Leader has responsibility for all Service Lines undertaken by National Services for Universal Credit, this includes responsibility for DWP telephony, Inbox, Real Time Earnings (RTI) disputes and Child Benefit Online.


The successful applicant must be confident working in a real time environment and leading teams through change and ambiguity, as well as finding solutions to emerging challenges.


Job description:

The National Services Operational leader role requires strong leadership skills in an operational environment. They must monitor and drive performance, lead, coach and empower teams and make sound decisions. They will be responsible for implementing change at a national level.

They will be responsible for the line management of a National Service site(s). They will lead colleagues to ensure the site delivers an excellent customer service.

They will monitor performance within their site and proactively share insight and good practices across the telephony community and with Senior Leaders.

They will work collaboratively with Universal Credit programme colleagues and wider stakeholders to make continuous improvements to the service and be responsible for implementing changes effectively into their teams.


Key Relationships

  • Universal Credit Area Directors
  • Service Planning & Optimisation
  • Universal Credit Operational Teams
  • Working in Partnership with the Operational Centre

Main Responsibilities

  • Direct line management responsibility for up to 3 Senior Operations Managers
  • Overall responsibility for the site, encompassing up to 500 members of staff, including adherence, performance, quality and continuous improvement
  • Active engagement with other National Service Hub leaders to build consistency in service delivery
  • Build and maintain close working relationships with Operational Centre and National Service Core Team, with a wider relationship with Service Centres and Telephony Partners

Person specification:


Essential Criteria

  • Experience and skills of managing large telephony operation, including real time management.
  • Experience and skills in leading large operational teams to deliver exemplar performance and customer service.

Key Criteria

  • To have strong leadership skills in an operational environment. To be able to monitor and drive performance, lead and empower teams, make sound decisions and implement change at a national level. (Lead Key Criteria)
  • A successful track record of leading and performance management of teams of up to 500 people.
  • The ability to confidently interpret and analyse data/MI and be capable of story boarding this data clearly into insightful visualisations to improve performance.
  • An engaging and effective senior leader who can build and motivate a diverse and inclusive team to deliver high performance against stretching goals.
  • The ability to work in a fastpaced environment with challenging deadlines, adopting a flexible and proactive approach to change.
  • Strong leadership and coaching skills with the ability to communicate effectively and deliver clear messages to teams, including facilitating the change in processes and implementing efficiencies.
  • Confident when leading through ambiguity and ability to adapt quickly to changing direction and priorities.
  • Effective decision maker, to be able to proactively manage team performance, demonstrating a firm and fair approach to line management responsibilities in accordance with policy and procedures.

Behaviours:

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

  • Leadership
  • Managing a Quality Service
  • Working Together
  • Changing and Improving

Benefits:


  • Alongside your salary of £50,155, Department for Work and Pensions contributes £13,541 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
  • 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%
Things you need to know

**Selection process d
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