Director of Operational Excellence
| Posting date: | 01 July 2025 |
|---|---|
| Salary: | £81,000 per year |
| Additional salary information: | Non civil servants will be expected to start at the salary minimum if successful. Standard pay rules apply for existing civil servants. |
| Hours: | Full time |
| Closing date: | 20 July 2025 |
| Location: | Birmingham |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 413509/1 |
Summary
The role is focussed on driving higher performance levels, through innovation and the provision of new products, processes and strategies; continuously improving and modernising our services.
Alongside this, the Director will have responsibility for the smooth onboarding and upskilling of our people, creating and implementing scalable training processes to ensure we are building capability and capacity across Operations and our teams feel supported.
This post holder reports directly to the VOA’s Chief Operating Officer and will be a member of the senior operational management team.
The post holder currently has line management responsibility for 7, who between them are responsible for circa. 130 people (see organisational
chart on pg.9) in all 31 VOA locations in England, Wales and Scotland.
The VOA is at an exciting point in its transformation programme and there will be some significant changes to operational activity, so the leadership demand remains constant. The post holder will play a key role in planning and managing strong business performance across COO, while modernising the way services are delivered in line with the Agency’s strategic objectives.
Within the wide span of responsibilities this role involves, key activities and accountabilities include:
• Oversee and lead a team responsible for operational resource planning, deployment, performance analysis, financial management, and governance.
• Lead the design of strategies and ensure high standards of quality in operations and services through quality control and improvement initiatives.
• Manage a team of specialists to deliver process improvements and cost-saving measures across Operations.
• Lead the Customer Experience team in planning, coordinating, and delivering initiatives that enhance customer experience and support the Agency’s mission.
• Direct a team responsible for the smooth onboarding and upskilling of personnel, taking action to build capability across the teams.
• Lead Change Management Services and drive the implementation of changes and improvements, ensuring that Operations is prepared for and embraces transformation and new approaches.
• Collaborate with various stakeholders, including internal teams, external partners, and senior leadership, to ensure alignment and support for operational objectives. Develop and maintain effective working relationships with local authorities and Agents.
Leadership in the VOA
As a member of the agency’s senior leadership team and providing corporate leadership to a diverse directorate, the VOA expects you, like all its senior leaders to operate in line with the Civil Service Code and its core values; integrity, honesty, objectivity and impartiality.
In the VOA, we have also defined the following Leadership Habits that we expect all colleagues to embody and practice:
Nurturing – invest in team growth and value people.
Collaborative – own problems, stay connected and work holistically.
Credible – be transparent, self-aware and evidence-based.
Committed – show energy, passion and resilience.
Trusted – by our teams and by customers.
Inclusive – build shared purpose and value fairness.
Receptive – be agile, innovative and empathetic.
Please take the time to review this candidate pack and guidance provided in the links to get further insight into the role, as well as the support and opportunities on offer to all colleagues within the VOA.
Proud member of the Disability Confident employer scheme