SEO Senior Operations Manager

As a senior Operational Leader, you will support the flexible, effective, personalised delivery of customer service, quality and performance across the site. You will provide senior management leadership, and effective use of resource, to ensure performance targets and customer objectives are met.

You will drive people engagement across your team, set high standards for people leadership throughout the business and inspire colleagues through difficult situations, transform performance and build high performing teams.

We want you to be comfortable challenging the norm and finding daring and dynamic solutions that support our values and enable colleagues to shine in whatever role they do.

This is a key role and we are looking for people who will help us deliver key leadership roles across the Departments Operational Delivery functions.

We welcome applications from candidates who demonstrate inspirational and resourceful leadership to help drive performance and deliver a positive and efficient service to our customers.

We are proud to be part of DWP, which is the Government’s largest public service department serving 18 million customers.

We are committed to the Civil Service ambition to become the UK’s most inclusive employer and we absolutely welcome and encourage applications from every part of our community, particularly from groups currently underrepresented in our workforce and those with protected characteristics.

Successful candidates can expect to be involved in a range of the following:

• An active member of your Senior Leadership Team, providing visible and effective leadership taking a personal lead in engaging with and communicating key messages and implementing corporate changes.
• Lead, motivate, support and encourage teams to operate flexibly, seeking feedback, listening and acting on this, setting performance standards and personalising services for our customers.
• Role model positive behaviours, effective leadership and encourage collaborative working between teams and directorates to drive innovation and service improvements across DWP.
• Contribute to business and people planning activities ensuring appropriate and effective deployment of people and resources.
• Accountable for the management of performance and service delivery within their business area, undertaking regular performance reviews with their colleagues, identifying risks to business performance achievement and opportunities for driving forward continuous improvement.
• Be committed to their own professional development and building the capability of others including the achievement of Operational Delivery Profession standards and digital capability.
• Works to build a fully inclusive working environment, valuing diverse views, eliminating unlawful discrimination, harassment and victimisation.
• Responsible for developing leadership capability through coaching and making full use of Operational Delivery Profession/Government Counter Fraud Profession learning & development products.
• Through role modelling positive behaviour and ways of working make DWP an inclusive place where people can be their best.
• Ensure compliance with DWP security and data protection regulations.
• You may be involved in leading on the management of complex and challenging stakeholder relationships across the department, establishing and maintaining positive, professional and trusting working relationships across a range of internal and external stakeholders.
• Providing regular and ad hoc briefings for the Senior Leadership Team (SLT) to support day to day operational delivery and a monthly Deputy Director review of performance and resources, including analysing trends and emerging issues.
• Development and review of MI systems, processes, and practices to ensure improvements adopting a continuous improvement approach.
• Collation and review of appropriate and robust data and MI displayed professionally to enable operational leaders to drive the business.
• Providing support to Operational leaders with understanding how metrics are calculated, how data is captured and how to drive deployment and productivity.

This list is not exhaustive.