Connecting Talent to opportunity

Connecting Talent to opportunity

Associate Business Architect (Operational Service and Process)


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.

This is a wonderful & challenging opportunity to lead a dynamic, forward thinking team within Operational Excellence (OE)

About Operational Excellence

Formed in April 2018, Operational Excellence (OE) brought together the teams that help drive change and improvements within Customer Service Group (CSG), and the teams which provide support to the CSG operational areas ensuring their smooth running. Being the at the centre of most CSG operational activity, OE is the ideal area to shape your career, offering a vast amount of unique learning and development opportunities.

The Business Alignment Team (BAT) Team represents and champions the operational perspective of Customer Services Group as HMRC develops its strategies, business models and design; ensuring the alignment of all change affecting Customer Services.

The Operational Architecture function was created in April 2021 to develop the operational architecture for Customer Services Group. Our goal is to provide clarity and insight on our business and support decision makers, through the creation of architectural artefacts.

This is a relatively new team and as these roles are expected to evolve over the next twelve months you will need to be flexible and versatile in your approach. You will receive support from skilled and experienced colleagues in HMRC alongside self-led learning and development. Job description The Operational Architecture function is split into three strands;

• Reference Architecture

• Operational Process Architecture

• Operational Business Architecture

The two roles advertised will be within the Operational Process Architecture strand. Though successful candidates will be expected to support the other strands in their day to day work.

Responsibilities Key Responsibilities

This is a relatively new team and as these roles are expected to evolve over the next twelve months you will need to be flexible and versatile in your approach. You will be responsible for:

• Supporting the development and management of the CSG operational reference/process architecture and associated suite of reference models, to consistently describe the impact of change on customer service operations.

• Supporting the creation/building of the process architecture for CSG and HMRC. Mapping processes at various levels and ensuring consistency in both mapping and in maintaining a process library (using architectural software such as Abacus where necessary).

• Following the creation of the reference architecture artefacts/models, ensuring their maintenance and use by relevant stakeholders. Making this available to support anyone needing to understand the business e.g. for assurance activity, change discovery etc.

• Developing and maintaining business process matrices to map between processes, capabilities, strategies and change initiatives. Enabling stakeholders to see links between them in a clear way that drives insight and improves decision making.

• Identifying duplication across change initiatives and opportunities for re-use of common components/processes to increase speed of delivery and increased efficiency/reduced change costs from having different ways to do the same/similar things.

• Supporting investment propositions to re-engineer CSG processes, deliver new services, update technology and improve the way we analyse data, working alongside colleagues in other parts of HMRC to ensure alignment and manage interdependencies.

Essential Criteria

• Qualifications in ONE (or more) of the following: Business Architecture, Modelling Business Processes, Project/Programme Management, Archimate/BPMN2

• Self-starters who can lead and inspire those around them.

• People who are passionate about continually improving the delivery of customer service,

• Effective in stakeholder management particularly at senior levels to influence thinking and manage diverging and often challenging views to bring together resolutions which deliver our strategic goals.

• Comfortable in an uncertain and constantly changing environment, where external factors can quickly change priorities for you and your team. Protecting your and your colleagues resilience whilst doing so.

• You will be handling complex problems and need to be skilled in identifying their root causes, understanding the context for the business areas they impact, ideally applying an understanding of Business Architecture and/or design thinking.

Desirable Criteria

• Experience of working and delivering change in a large, multi-layered customer service organisation

• Evidence of working with Architecture software and Architecture Modelling & Tools

• Strong Process Mapping experience coupled with knowledge of Data mining and modelling
  • Job Type

    Permanent, Full Time

  • Additional Salary Info

    London (£43,432 - £47,243)

  • Work Authorisation


  • Industry Sector Public Sector & Services