Operational Delivery Leader

at  Department for Work and Pensions

JOB SUMMARY

DWP are looking to fill 21 Operational Delivery Leader roles in Retirement Services. These are key roles, and we are looking for people who will help us deliver service improvements and provide an effective service to our customers. We welcome applications from candidates who demonstrate a willingness to learn and who are committed to providing high levels of service.
Should you be successful for a role in Blackpool - Peel Park, you will be posted there initially but the intention is to move staff to the new building in Blackpool town centre once the building is ready. Flyde View, 1 King Street, FY1 3EJ.

JOB DESCRIPTION

The role as an HEO Operational Delivery Leader will involve leading teams in both a processing and telephony environment.
Successful candidates will have responsibility for leading a team of approximately 60 colleagues to deliver the required level of customer service.
Lead by example and provide inspiration, direction and support to colleagues by communicating corporate changes with clarity and purpose.
Create a culture that promotes, supports and delivers improvements to performance and customer service through strong, inclusive and effective leadership.
Be innovative and lead activities to support efficiencies and improvements to service delivery.
Create an environment that empowers others to do the right thing for customers, being responsible for delivering an excellent service to achieve quality outcomes.
Operate as part of a team focussed on agreed goals and priorities to achieve collective commitments, effectively managing resources in an everchanging organisational structure to drive efficiencies and keep costs down.
Be a visible member of the leadership team on your home site, taking responsibility for contributing to Pension Centre expectations regarding Duty Manager roles, office attendance, and senior leader coverage throughout the day, ensuring you lead across all RSD products.
Manage operational delivery across multiple sites, committing to being visible to teams on all sites through a mix of regular face-to-face and virtual engagement activities.
Accountable for managing workloads, attendance and conducting regular face to face performance reviews confidently addressing risks to performance.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

KEY CRITERIA FOR THE ROLE:

Ability to positively inspire, encourage and influence others to obtain buy-in from colleagues, actively seeking and listening to feedback by encouraging discussion and ideas in support of the long term DWP vision and acting on feedback. (Lead Criteria).
Strong leadership and coaching skills, able to identify and support the development needs of themselves and others to reach the Operational Delivery Professional standards and digital capability.
Excellent people engagement skills and a focus on building collaborative working relationships with colleagues and stakeholders across the wider team and Department.
Ability to work flexibly to meet changing priorities, managing a diverse workload, and optimising resources to meet current and future customer expectations.
Ability to critically analyse products and processes including MI, to identify areas for action, resolving issues and making suggestions for improvement.
Confident decision maker, taking a leading role in proactively managing team performance, demonstrating a firm and fair approach to line management responsibilities in accordance with policy and procedures.
Works efficiently to reduce costs and has knowledge of risk management process.