17232 - Director of Operations
| Posting date: | 28 April 2026 |
|---|---|
| Salary: | £71,381 to £80,419 per year |
| Hours: | Full time |
| Closing date: | 25 May 2026 |
| Location: | G5 8AQ |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Ministry of Justice |
| Job type: | Permanent |
| Job reference: | 17232 |
Summary
This position is based at the Criminal Injuries Compensation Authority (CICA), 10 Clyde Place, Buchanan Wharf, Glasgow, G5 8AQ. We currently operate a hybrid working business model, whereby colleagues work 50% of their contracted hours in the office and the remainder at home.
Background
The CICA is an executive agency of the Ministry of Justice (MoJ) within the Service Transformation Group (STG). We are responsible for the administration of the criminal injuries compensation schemes and make payments of compensation to people who have been injured because they were the victim of a violent crime in England, Scotland or Wales. We also administer the Victims of Overseas Terrorism Compensation Scheme (VOTCS). The schemes are funded by the UK Government in England and Wales and we receive income to fund our operation of the criminal injuries compensation schemes in Scotland from the Scottish Government.
We employ around 350 people and are based in Glasgow city centre with excellent transport links. We are a small, engaged, productive workforce with a real sense of corporate community. We are committed to delivering a fair, sensitive and efficient service to all applicants and work closely with stakeholders to ensure the victim is at the heart of everything we do. We want to keep improving our services and the way we work to best serve victims of violent crime, meet new challenges, deliver value for money and ensure CICA is a great place to work. We are committed to being a trauma-informed organisation, embedding this into what we do and how we do it.
Job Description
This is a critical senior leadership role with responsibility for leading and delivering on our mandate to provide compensation to victims of violent crime. You will be a member of the CICA Executive Management Team, reporting directly to the Chief Executive Officer. The role provides visible leadership across operational delivery, working collaboratively with others to ensure we deliver compensation accurately, in a timely manner and in a trauma-informed way.
This role requires exceptional operational delivery or customer service leadership, with well-developed interpersonal skills, strong analytical ability and a passion for achieving effective outcomes at pace. You will have the confidence and aptitude to contribute at board level, shaping the strategic direction of CICA and the important public service we provide. You will work collaboratively with other CICA Directors, functional delivery partners and stakeholders. You will lead an end-to-end service delivery team, whose work to provide compensation plays an important role in delivering justice to those injured or bereaved through violence. For the right candidate, it is a highly rewarding role which offers breadth to demonstrate your skills and an opportunity to develop your operational delivery profession capability.
It is an exciting time to be part of the senior leadership team at CICA as we drive forward our commitment to providing a modernised trauma-informed service for those applying for compensation. This role is key to the successful modernisation of our service, creating an environment among our front line teams that positively responds to change and a culture of continuous improvement.
You will lead a team of around 250 people whose role is to assess entitlement to compensation for over 45,000 new applicants each year. You will directly line manage eight people, including three Grade 7s (Head of Operations, Head of Operational Excellence, and Head of Performance and Workforce Planning). You will be responsible for and have oversight of the entire process from the receipt of the online application through the assessment process, liaising with police and medical providers, to decision and payment, where applicable, and reviews where requested. The role also has oversight of the performance, quality assurance and operations coaching and support teams and the in-house clinical psychologists.
As their senior leader, you will work with colleagues to ensure your team provides a high quality of service for applicants throughout the application process. You will be responsible for the delivery of key performance indicators which are set annually, and delivery of an annual compensation budget in excess of £150m. You will operate effective controls on work allocation, case progression and quality assurance to ensure that the assessment of entitlements is accurate and discretionary decision making is operated effectively.
As a senior leader you will be highly visible and build trust with colleagues across CICA, Service Transformation Group and the wider MoJ. You will exemplify and role model Civil Service behaviours and values. You must have strong inter-personal skills and be able to build mutually beneficial relationships at all levels. You will have a track record of high performance and delivery. A key influencer and contributor, you will be insightful, with a passion for continuous improvement and modernising public services. You will play a key role in shaping the culture and values of CICA, with a focus on respect, empathy and transparency whilst delivering a trauma-informed service with the victim at the heart.
Background
The CICA is an executive agency of the Ministry of Justice (MoJ) within the Service Transformation Group (STG). We are responsible for the administration of the criminal injuries compensation schemes and make payments of compensation to people who have been injured because they were the victim of a violent crime in England, Scotland or Wales. We also administer the Victims of Overseas Terrorism Compensation Scheme (VOTCS). The schemes are funded by the UK Government in England and Wales and we receive income to fund our operation of the criminal injuries compensation schemes in Scotland from the Scottish Government.
We employ around 350 people and are based in Glasgow city centre with excellent transport links. We are a small, engaged, productive workforce with a real sense of corporate community. We are committed to delivering a fair, sensitive and efficient service to all applicants and work closely with stakeholders to ensure the victim is at the heart of everything we do. We want to keep improving our services and the way we work to best serve victims of violent crime, meet new challenges, deliver value for money and ensure CICA is a great place to work. We are committed to being a trauma-informed organisation, embedding this into what we do and how we do it.
Job Description
This is a critical senior leadership role with responsibility for leading and delivering on our mandate to provide compensation to victims of violent crime. You will be a member of the CICA Executive Management Team, reporting directly to the Chief Executive Officer. The role provides visible leadership across operational delivery, working collaboratively with others to ensure we deliver compensation accurately, in a timely manner and in a trauma-informed way.
This role requires exceptional operational delivery or customer service leadership, with well-developed interpersonal skills, strong analytical ability and a passion for achieving effective outcomes at pace. You will have the confidence and aptitude to contribute at board level, shaping the strategic direction of CICA and the important public service we provide. You will work collaboratively with other CICA Directors, functional delivery partners and stakeholders. You will lead an end-to-end service delivery team, whose work to provide compensation plays an important role in delivering justice to those injured or bereaved through violence. For the right candidate, it is a highly rewarding role which offers breadth to demonstrate your skills and an opportunity to develop your operational delivery profession capability.
It is an exciting time to be part of the senior leadership team at CICA as we drive forward our commitment to providing a modernised trauma-informed service for those applying for compensation. This role is key to the successful modernisation of our service, creating an environment among our front line teams that positively responds to change and a culture of continuous improvement.
You will lead a team of around 250 people whose role is to assess entitlement to compensation for over 45,000 new applicants each year. You will directly line manage eight people, including three Grade 7s (Head of Operations, Head of Operational Excellence, and Head of Performance and Workforce Planning). You will be responsible for and have oversight of the entire process from the receipt of the online application through the assessment process, liaising with police and medical providers, to decision and payment, where applicable, and reviews where requested. The role also has oversight of the performance, quality assurance and operations coaching and support teams and the in-house clinical psychologists.
As their senior leader, you will work with colleagues to ensure your team provides a high quality of service for applicants throughout the application process. You will be responsible for the delivery of key performance indicators which are set annually, and delivery of an annual compensation budget in excess of £150m. You will operate effective controls on work allocation, case progression and quality assurance to ensure that the assessment of entitlements is accurate and discretionary decision making is operated effectively.
As a senior leader you will be highly visible and build trust with colleagues across CICA, Service Transformation Group and the wider MoJ. You will exemplify and role model Civil Service behaviours and values. You must have strong inter-personal skills and be able to build mutually beneficial relationships at all levels. You will have a track record of high performance and delivery. A key influencer and contributor, you will be insightful, with a passion for continuous improvement and modernising public services. You will play a key role in shaping the culture and values of CICA, with a focus on respect, empathy and transparency whilst delivering a trauma-informed service with the victim at the heart.