Connecting Talent to opportunity

Connecting Talent to opportunity

Partner Manager - People, Live Services & Programme

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Job Description:

Summary

 

At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

At HMRC, we are committed to crafting a great place to work for all our colleagues; a broad and respectful environment that reflects the diversity of the society we serve.

We want to improve the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make an exciting career at HMRC accessible to you.
Diverse perspectives and experiences are critical to our success and we encourage applications from all people from all backgrounds with the experience and skills needed to perform this role.
At HMRC, we are committed to crafting a phenomenal place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to improve the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make an exciting career at HMRC accessible to you. At HM Revenue & Customs (HMRC) we make sure money is available to fund the UK’s vital public services and assist people with targeted financial support.

Trader Support Service (TSS) is a top priority programme of work which sits within Borders and Trade. Our service will help traders familiarise themselves with the new processes for moving goods required under the Northern Ireland Protocol. We went live on the 21st December and whilst we will continue to run part of the TSS service as a programme there is now a requirement to own the live service and partner manage the Consortium.   Job description

 

We are looking for a highly driven individual who has strong experience in leading teams, handling commercial and partner relationships and results delivery. The role provides an excellent career opportunity to lead in a lively, fast-paced and changing environment as a member of our TSS leadership team. We would love to hear from anyone with experience in an Operational Delivery background.

Travel may be encouraged once COVID restrictions lift.

Your role will support Operational Delivery as part of the Service Management Team. You will deliver the best possible service for our traders, customs intermediaries and carriers using TSS. You will work closely with the programme team on a day-to-day basis for both TSS and Customs and Borders. You will be responsible for driving coordinating the delivery of several service and commercial KPI's. You'll need to work in tandem with the Consortium to mitigate risk attached to the service management while working closely with commercial and finance teams to optimally run the service credit regime.

Ensuring that objectives are clearly defined and achieved within the agreed time, cost and quality constraints will be paramount. You will play a key role in project governance and working with partners, to ensure the agreed project outputs are delivered to enable benefits to be realised.

Responsibilities

 

You will support your senior manager to lead the partner across quality and performance, whilst ensuring smooth delivery of the programme to live service. The role is fast-paced and you'll be adept at reacting to real time events as well as receiving change in terms of new scope, policy and changes to existing trader journeys.

Managing people, supervising and reviewing systems and services to ensure delivery of professional quality is key to this role. You'll also need to identify risks and resolve any issues efficiently. You will present strong resolution recommendations in a timely manner outlining the consideration of other options, costs, benefits and risks to enable management to make strategic, tactical and operational decisions. You will ensure the successful delivery of high-quality outcomes that meet the traders’ needs and give value for money.

You will need to establish ways to find and respond to feedback from customers about the services provided and ensure the most appropriate resourcing is in place to meet capacity and act promptly to reassess workloads and priorities when there are conflicting demands to maintain performance.

Essential Criteria:

• Shown experience of developing teams, driving engagement and leading on performance and capability.

• A strong background in operational and change delivery in a sophisticated environment and customer facing environment.

• Experience of operational delivery in a contact centre type environment.

• Experience of partner management and commercial insight.

• Strong background of delivering customer service KPI's in a real time environment.

• Strong organisational and interpersonal skills.  
Desirable Criteria

• Project management experience and management of a commercial contract.

• Experience delivering change in a fast-paced environment and excellent interpersonal skills.

• Contract management and experience working with commercials/procurement teams.     Follow through the link to the application.