Armed Forced Commissioner Chief Operating Officer

The Chief Operating Officer (COO) is a pivotal, newly created senior leadership role within the Armed Forces Commissioners (AFC) office, offering a unique opportunity to shape and lead the operational delivery of a high-profile, mission-critical organisation. The COO will ensure the effective management and continuous improvement of core business operations, driving innovation and excellence during a period of significant organisational growth and transformation.

This role will be instrumental in refining and optimising operating models and processes to manage increasing case volumes efficiently while maintaining the highest standards of service quality and timeliness. As the deputy to the AFC, the COO will play a key part in upholding the organisations reputation by providing robust quality assurance and leading responses to complex legal and operational challenges.

The successful candidate will lead and inspire a diverse, multidisciplinary team, fostering a culture of high performance, inclusivity, and professional development. They will build strong relationships across Defence and government, influencing key stakeholders and ensuring the AFC delivers on its vital mission to champion the welfare of service personnel and their families.

This is a rare and exciting leadership opportunity to make a lasting impact within a newly established office, operating at the heart of Defence and government, with significant ministerial interest and public visibility.

Leadership and Team Management

• Lead and manage the Armed Forces Commissioner team, overseeing a team of approximately 50
• Develop and mentor the senior leadership team.
• Act as a role model for capability development and continuous improvement, with a strong emphasis on equality and diversity.
• Foster collaboration across AFC functions while managing competing priorities and sensitivities.

Operational Oversight and Delivery

• Oversee the AFCs operational outputs and manage reporting responsibilities.
• Provide oversight of the entire investigative function, including Service Complaints and General Service Welfare Matters.
• Conduct dip sampling and audit performance to ensure adherence to AFC tolerance levels.
• Ensure operational effectiveness and delivery in line with Business Plans (BP) and Key Performance Indicators (KPIs).
• Drive organisational performance and risk management to ensure high-quality service delivery and operational excellence.
• Sign off outcomes of high-risk investigations.
• Sign off thematic and annual reports.

Process and Model Development

• Develop and refine AFC operating models and processes.
• Oversee business management specialisms such as policy, statistics, risk, finance, and communications to support the wider AFC office operations.

Stakeholder Engagement and Collaboration

• Manage stakeholder relationships internally and externally, including cross-sector collaboration with other Ombudsman and regulatory organisations.
• Maintain continuous engagement with MOD, Government, and external organisations.
• Keep abreast of Ombudsman best practices and embed lessons learned to drive continuous improvement.
• Liaise regularly with Service Complaints (SC) and General Service Welfare Management (GSWM) teams within the Services, organising and participating in scheduled collaborative meetings.

• Experience leading operational delivery within an ombudsman, complaints handling, regulatory or other independent investigative organisation, with responsibility for high-volume and complex casework.
• Experience leading organisational change and continuous improvement, including developing or improving operating models, processes or services to improve operational performance, outcomes for service users and wider public benefit.
• Experience leading and developing multidisciplinary teams, including senior leaders, to deliver organisational objectives and foster an inclusive, collaborative and high-performing culture.
• Proven ability to build effective relationships and influence senior stakeholders across government, public bodies and external organisations to achieve successful outcomes.
• Experience making evidence-based decisions on complex or sensitive issues, producing high-quality reports and recommendations, and exercising sound judgement.
• Experience providing strategic operational leadership, including governance, risk, performance, financial management and resource planning to deliver organisational objectives and value for money.

Desirable criteria may be used in the event of a strong field of candidates when there is a need to distinguish between candidates. This will be as a second sift, after the essential criteria has been considered:

• Knowledge of the Armed Forces operating model and Service complaints or welfare systems.
• Experience working in an environment subject to parliamentary, ministerial, media or public scrutiny.
• Experience working within a legal or statutory framework, or a relevant qualification in complaint handling or alternative dispute resolution.