Connecting Talent to opportunity

Connecting Talent to opportunity

Deputy Director, Operational Excellence, Head of Business Alignment

Expired

Job Description:

Location

Birmingham, Bristol, Cardiff, Croydon, Edinburgh, Glasgow, Leeds, Liverpool, Manchester, Newcastle-upon-Tyne, Nottingham, Stratford

 

Summary

CSG was established in 2016 and incorporates all operational customer service directorates in a single customer-facing organisation. We employ around 24,000 people and are one of the largest customer services organisations in the UK, with an ambition to ‘be the best’. We collect the money that pays for the UK’s public services and help families and Individuals with targeted financial support. Our telephony and digital services support customers on behalf of the entire department. CSG are also delivering the COVID 19 schemes that are currently providing vital economic support to businesses and individuals across the UK. Operational Excellence (OE) is an integral part of CSG, with a key purpose to bring about excellence in the delivery of services to our customers. The OE teams work closely with colleagues across HMRC to help administer the operational processes that allow our customers to pay the right amount of tax at the right time, to receive the right amount of benefits, and to manage and protect the UK borders. We bring together teams with expertise that helps to drive change and improvements and provide support to our operational areas to ensure their smooth running. We lead the design of strategic change within CSG and develop and maintain CSG’s relationships with the rest of HMRC, particularly the strategy development and transformation teams. We make a measurable difference to the experience of our customers and our colleagues, and our work helps to reduce the cost to serve and drive up the value of all we do.

 

Job description

Reporting directly to the Director for Operational Excellence and working to support activity throughout Customer Services and the wider Department, the Deputy Director Business Alignment plays a key role in ensuring that Customer Services operational and change activity remains aligned with HMRC’s purpose and strategy and supports the Department as it further develops its business and operating models. This is a critical strategic influencing role which aims to: 

  • Support the development of, and progress towards, a more integrated, efficient and customer-centric servicing model across CSG
  • Ensure that change activity across CSG achieves the right balance between meeting short-term business priorities and making tangible progress with longer term strategic goals
  • Bring structure and rigour to the understanding of the operational business and the design and impacting of future change
  • Bring insights and develop proposals to simplify the operational landscape, driving reuse of common components
  • Ensure the operational perspective of CSG is both informed by, and influences, the development of HMRC strategies, business models and future operating model 

This is a key leadership role across Customer Services Group and HMRC. You will work closely with Customer Service Directors, Transformation teams across HMRC and colleagues throughout Operational Excellence to build a culture that focusses on delivering great customer service and colleague experience through: 

  • Driving CSGs strategic relationships with key parts of HMRC, acting as the primary gateway into, and out of CSG, in the scoping of change activity and the development of strategy and policy initiatives
  • Ensuring that the scope and designs of change initiatives throughout CSG are aligned both strategically and across the change portfolios
  • Working with OE, and other colleagues, to support the design of solutions which enable a more holistic customer experience, joined up end-to-end and across channels and products 

The Deputy Director Business Alignment will need to work collaboratively with OE SLT to continue to integrate this function with the wider portfolio of OE services and manage inter-dependencies with change initiatives driven by Transformation Group, other Lines of Business in HMRC, and the wider Civil Service ecosystem. Key to this, will be an ability to positively engage with partners, stakeholders and internal colleagues to bring about new ways of working to deliver an industry leading service.

Responsibilities 

The successful candidate will have operational delivery and leadership experience at a senior level including improving customer experience within large scale and complex organisations in the public or private sector. This must include strong strategic awareness and an ability to handle ambiguity and assimilate complex overlapping initiatives/ concepts. 

Applicants should be able to demonstrate their experience and capability in the following areas: 

  • Delivery leadership, including the ability to build colleague capability and embed improvement activity across a large and complex business.
  • Expertise in the design of operational processes and systems.
  • A clear understanding of mechanisms for securing insight into customer behaviours and how this relates back to operational delivery.
  • Strong collaboration and influencing skills, with the ability to develop excellent partnerships with a wide range of key senior stakeholders.
  • The ability to gain commitment, trust and support for delivery amongst colleagues.
  • Strong strategic awareness, with a clear record of success in transforming data into insights which align with the future vision and improve business performance.
  • A real focus on the customer, identifying shifting needs, as well as the drive to overcome obstacles in building consensus for change.
  • An ability to understand the impact of complex policy and transformation on customers through a proactive approach to engagement with senior stakeholders.
  • A clear understanding and ability to lead the application of business architecture tools and methods.
  • A strong awareness of change and programme methodology.