Senior Operations Leader (Infected Blood Compensation Authority)
| Posting date: | 10 December 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 09 January 2025 |
| Location: | Newcastle, Tyne & Wear |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 380742 |
Summary
We are seeking an inspirational senior operations leader to oversee and lead multi-channel teams of claim managers, dedicated to providing high-quality service to claimants. This is a pivotal role that combines strategic direction, operational excellence, and empathetic leadership to ensure every claimant receives the support and compensation they deserve.
You will lead in a multi-channel environment, setting and communicating a clear strategic vision, balancing the big picture with operational and ministerial priorities. You will be operating with resilience and focus to meet challenging targets and align delivery with the organisations strategic objectives.
You will motivate and drive high-performing, diverse teams in an agile environment, ensuring exceptional delivery and alignment with KPIs. You will drive continuous improvement - identifying opportunities to enhance performance, processes, and claimant outcomes, driving innovation and embedding a culture of excellence.
You will embed quality in every aspect of operations, using customer insights to drive continuous improvement and coaching your people to succeed.
You will manage relationships with key stakeholders to shape organisational processes, maintaining transparency and trust, leading teams through change, fostering resilience adaptability in an agile, adaptive working environment.
You will champion the health and well-being of your team, demonstrating emotional intelligence, creating a supportive and inclusive environment.
The IBCA’s primary objective is to pay and support people who are eligible for compensation accurately, accessibly, securely, and speedily and you will be responsible for delivering against key performance indicators which both measure and report against these elements:
People leadership, management, and development of IBCA claim managers, including talent management and employee engagement;
Management of operational performance and quality and efficiency of service;
Develop a clear vision for customer service which delivers for today and the future, and drives excellent quality and customer experience.
For the first 6-8 weeks there will be a requirement for you to be based on site full time whilst we learn together and build our team. Following this, you will be expected to work from the office at least 80% of the time (full time if you choose to do so). Our telephony opening hours are Monday-Friday, 9am-5pm and, whilst we do offer some flexibility, ensuring sufficient cover for our claimants will be paramount and as such we require you to be flexible.
This is a chance to make a meaningful difference to the lives of individuals affected by infected blood. You will lead a dedicated team in a supportive environment where health, well-being, and quality are at the core of everything we do.
If you are ready to take on this impactful and challenging role, we’d love to hear from you. The number one goal for this new organisation is to build and maintain trust with its users. Effective, open, and transparent communications will play an important part in this as will your part in building a culture of being helpful, polite, respectful and fair.
Please note: Our current telephony opening hours are Monday to Friday 9am-5pm; this may change as we learn more about our claimants and how best to meet their needs and as such flex will be required.
You will lead in a multi-channel environment, setting and communicating a clear strategic vision, balancing the big picture with operational and ministerial priorities. You will be operating with resilience and focus to meet challenging targets and align delivery with the organisations strategic objectives.
You will motivate and drive high-performing, diverse teams in an agile environment, ensuring exceptional delivery and alignment with KPIs. You will drive continuous improvement - identifying opportunities to enhance performance, processes, and claimant outcomes, driving innovation and embedding a culture of excellence.
You will embed quality in every aspect of operations, using customer insights to drive continuous improvement and coaching your people to succeed.
You will manage relationships with key stakeholders to shape organisational processes, maintaining transparency and trust, leading teams through change, fostering resilience adaptability in an agile, adaptive working environment.
You will champion the health and well-being of your team, demonstrating emotional intelligence, creating a supportive and inclusive environment.
The IBCA’s primary objective is to pay and support people who are eligible for compensation accurately, accessibly, securely, and speedily and you will be responsible for delivering against key performance indicators which both measure and report against these elements:
People leadership, management, and development of IBCA claim managers, including talent management and employee engagement;
Management of operational performance and quality and efficiency of service;
Develop a clear vision for customer service which delivers for today and the future, and drives excellent quality and customer experience.
For the first 6-8 weeks there will be a requirement for you to be based on site full time whilst we learn together and build our team. Following this, you will be expected to work from the office at least 80% of the time (full time if you choose to do so). Our telephony opening hours are Monday-Friday, 9am-5pm and, whilst we do offer some flexibility, ensuring sufficient cover for our claimants will be paramount and as such we require you to be flexible.
This is a chance to make a meaningful difference to the lives of individuals affected by infected blood. You will lead a dedicated team in a supportive environment where health, well-being, and quality are at the core of everything we do.
If you are ready to take on this impactful and challenging role, we’d love to hear from you. The number one goal for this new organisation is to build and maintain trust with its users. Effective, open, and transparent communications will play an important part in this as will your part in building a culture of being helpful, polite, respectful and fair.
Please note: Our current telephony opening hours are Monday to Friday 9am-5pm; this may change as we learn more about our claimants and how best to meet their needs and as such flex will be required.
Proud member of the Disability Confident employer scheme
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About Disability Confident
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