Senior Operations Leader
| Dyddiad hysbysebu: | 14 Tachwedd 2025 |
|---|---|
| Cyflog: | £58,655 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | In addition once the role holder has completed their probationary period (usually 6 months) they will become eligible to receive a pay premium allowance of £4,399 per annum. This pay premium allowance is non contractual and non pensionable. |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 24 Tachwedd 2025 |
| Lleoliad: | Glasgow |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 436721/1 |
Crynodeb
IBCA will ensure payment is made in recognition of the wrongs experienced by those who have been infected by HIV, Hepatitis B or C, as well as those who love and care for them. They have been frustrated and distressed by the delays in achieving proper recognition, and we must help put this right.
We are committed to putting the infected and affected blood community at the centre of every decision we make and every step we take to build our organisation to deliver compensation payments.
IBCA employees will be public servants. If successful in this role you will be appointed directly into IBCA, on IBCA terms and conditions as a public servant.
Successful applicants will join the Civil Service Pension Scheme.
Please note that the mission of IBCA means that it is likely to be operational for a period of approximately 5 to 7 years. When IBCA’s work begins to wind down, IBCA employees will receive support and practical guidance to find a new role, whether in the Civil Service, another Arms Length Body (ALB), or an external employer.
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.
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.
The Senior Operations Leader will support the requirement to rapidly establish and expand the operational function in the Glasgow office, this role will be expected to operate flexibly to assist with the readiness activities required to set up the operational delivery function, alongside its day-to-day operational leadership once it is established.
This role is responsible for delivering high-quality, trauma-informed, and user-focused services for IBCA. 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 which has the user at the heart of all we do and deliver with focus on respect, empathy and transparency.
Key elements of the role will include recruiting and training operational staff with the right skills and capabilities to deliver the scheme. Claim Managers who will assess and progress complex cases and Claim Resolution Managers who resolve claimant contact through our Claim Resolution Centre.
For the first 8 weeks there will be a requirement for you to be based on site fulltime whilst we learn together and build our team. Following this, you will be expected to work from the office 80% of the time. 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.
Responsibilities
- 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 organisation’s 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 claimant 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.
- Foster a positive and inclusive team environment that promotes wellbeing, collaboration, and a supportive culture aligned with departmental values.
You will also be responsible for the following:
- Enhanced Review Team Member (line management only, task managed by team in Newcastle);
- Quality Assurance Team Member (line management only, task managed by team in Newcastle);
- Financial Assessor (line management only, task managed by team in Newcastle);
- Registrations (line management only, task managed by team in Newcastle);
- Safeguarding Manager (line management only, task managed by team in Newcastle).
Please note this role may involve some travel.
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