91026 - Deputy Head of Operations – National Services (Civil)
| Posting date: | 04 October 2024 |
|---|---|
| Salary: | £54,358 to £61,585 per year |
| Hours: | Full time |
| Closing date: | 21 October 2024 |
| Location: | M5 3NN |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Ministry of Justice |
| Job type: | Permanent |
| Job reference: | 91026 |
Summary
Proud to serve. Proud to keep justice going.
Our Deputy Head of Operations will lead operational delivery and be responsible for high quality service provision (for one or more services across the region) and complex operations, which includes those delivered within our high profile and larger site(s).
About us
HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales and non-devolved tribunals in Scotland and Northern Ireland. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice.
We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.
National Services deliver centralised services across HMCTS operations through several Jurisdictions, providing telephone, assisted digital, case progression and court hearing support to deliver a consistent national service which enables cases to move through to conclusion smoothly. National Services oversee over two million cases each year across 23 different services.
The application of technology and centralisation of services means that we have streamlined processes and reduced administrative burdens, allowing courts and tribunals colleagues to concentrate on what is needed locally. National Services maintain a sharp, end-user focus, always putting the public first – doing everything we can to make processes as easy, effective and efficient as they can be for the people we serve.
Your role
Deputising and supporting the Head of Operations, the role holder will have considerable influence and responsibility over service provision within National Services. The role holder will provide a high level of support to the Head of Operations in the operational management of services across National Services. A key part of this role will involve creating, developing, and maintaining relationships with internal and external stakeholders and managing their varying and complex needs.
This role has significant people leadership responsibility, and will provide clear strategic direction and focus, leading by example, and visibly championing and leading change which delivers results and improved performance across the region. The role holder will create and enhance effective working relationships to support the local judiciary and ensure hearings operate effectively and efficiently, supporting the Head(s) of Operations and representing them as required. The scope of the role is significant, contributing substantially to the achievement of business objectives across their region.
The role holder will promote inclusive leadership, champion our values and behaviours, and foster a culture that values innovation and creativity, ensuring everyone feels valued, supported, challenged and capable.
Your skills and experience
The Deputy Head of Operations will have:
• Excellent leadership and relationship management skills with proven ability and experience of delivering through others, leading and managing operational teams in accordance with appropriate management practices policy and strategy.
• Assess locational performance to anticipate strategic organisational issues, drawing evidence from multiple sources and drawing out key insights to understand workload fluctuations and variances and to identify where improvements are needed.
• Analyse and interpret complex and possibly conflicting evidence and data to make sound judgment on the most appropriate solutions that take into account the views of important stakeholders.
• Use own judgement to resolve sensitive/complex problems and or complaints as they arise, engaging personally with the key stakeholders to ensure constructive outcomes and exercising appropriate discretion approaches and taking the necessary mitigating actions. The Deputy Head of Operations will be responsible for reviewing potential solutions and mitigations referred by Operations Managers and for making the final decision.
• Identify and implement workable solutions to immediate significant issues as they arise at a Court or Tribunal on the day of a hearing.
• Take steps to resolve complex issues involving organisational interdependencies, collaborate with Court &Tribunal Managers and Heads of Operations to influence and develop strategic solutions and improve overall service performance.
• Develop innovative approaches to maintaining and improving service delivery, balancing public user, professional user and judicial needs in a complex and challenging operating environment, identifying and evaluating risks to service delivery.
Role/Location:
Deputy Head of Operations for Civil.
(Whilst the role holder will be assigned to specific business area, they will need to work flexibly across National Services should the need arise).
The post holder can be based at one of the following sites: Stoke-on-Trent CTSC, Salford CTSC or Northampton Civil National Business Centre (National Services Buildings). Regular travel to different sites will be required.
Further details:
Standard full time working hours are 37 hours per week. HMCTS welcomes part-time, flexible, and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible, and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.
For further information about the role, a conversation with the Head of Operations, Kirsty Swann is available on request.
Our Deputy Head of Operations will lead operational delivery and be responsible for high quality service provision (for one or more services across the region) and complex operations, which includes those delivered within our high profile and larger site(s).
About us
HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales and non-devolved tribunals in Scotland and Northern Ireland. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice.
We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.
National Services deliver centralised services across HMCTS operations through several Jurisdictions, providing telephone, assisted digital, case progression and court hearing support to deliver a consistent national service which enables cases to move through to conclusion smoothly. National Services oversee over two million cases each year across 23 different services.
The application of technology and centralisation of services means that we have streamlined processes and reduced administrative burdens, allowing courts and tribunals colleagues to concentrate on what is needed locally. National Services maintain a sharp, end-user focus, always putting the public first – doing everything we can to make processes as easy, effective and efficient as they can be for the people we serve.
Your role
Deputising and supporting the Head of Operations, the role holder will have considerable influence and responsibility over service provision within National Services. The role holder will provide a high level of support to the Head of Operations in the operational management of services across National Services. A key part of this role will involve creating, developing, and maintaining relationships with internal and external stakeholders and managing their varying and complex needs.
This role has significant people leadership responsibility, and will provide clear strategic direction and focus, leading by example, and visibly championing and leading change which delivers results and improved performance across the region. The role holder will create and enhance effective working relationships to support the local judiciary and ensure hearings operate effectively and efficiently, supporting the Head(s) of Operations and representing them as required. The scope of the role is significant, contributing substantially to the achievement of business objectives across their region.
The role holder will promote inclusive leadership, champion our values and behaviours, and foster a culture that values innovation and creativity, ensuring everyone feels valued, supported, challenged and capable.
Your skills and experience
The Deputy Head of Operations will have:
• Excellent leadership and relationship management skills with proven ability and experience of delivering through others, leading and managing operational teams in accordance with appropriate management practices policy and strategy.
• Assess locational performance to anticipate strategic organisational issues, drawing evidence from multiple sources and drawing out key insights to understand workload fluctuations and variances and to identify where improvements are needed.
• Analyse and interpret complex and possibly conflicting evidence and data to make sound judgment on the most appropriate solutions that take into account the views of important stakeholders.
• Use own judgement to resolve sensitive/complex problems and or complaints as they arise, engaging personally with the key stakeholders to ensure constructive outcomes and exercising appropriate discretion approaches and taking the necessary mitigating actions. The Deputy Head of Operations will be responsible for reviewing potential solutions and mitigations referred by Operations Managers and for making the final decision.
• Identify and implement workable solutions to immediate significant issues as they arise at a Court or Tribunal on the day of a hearing.
• Take steps to resolve complex issues involving organisational interdependencies, collaborate with Court &Tribunal Managers and Heads of Operations to influence and develop strategic solutions and improve overall service performance.
• Develop innovative approaches to maintaining and improving service delivery, balancing public user, professional user and judicial needs in a complex and challenging operating environment, identifying and evaluating risks to service delivery.
Role/Location:
Deputy Head of Operations for Civil.
(Whilst the role holder will be assigned to specific business area, they will need to work flexibly across National Services should the need arise).
The post holder can be based at one of the following sites: Stoke-on-Trent CTSC, Salford CTSC or Northampton Civil National Business Centre (National Services Buildings). Regular travel to different sites will be required.
Further details:
Standard full time working hours are 37 hours per week. HMCTS welcomes part-time, flexible, and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible, and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.
For further information about the role, a conversation with the Head of Operations, Kirsty Swann is available on request.