Senior Operations Leader - Debt Management

Do you have an inquisitive mind? Do you enjoy engaging with customers? If so, we need you!  

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy, and is responsible for helping people move into employment, supporting pensioners and protecting some of the most vulnerable people in our society. Counter Fraud Compliance and Debt (CFCD) aims to reduce fraud, error and debt within the benefit system, to protect the public purse.   

As part of CFCD, you will be at the heart of DWPs efforts to reduce fraud and error in the benefit system. This is a hugely important public service, and our challenge is greater than ever.   

If you want to join an organisation that recognises the importance of work-life balance, where you can develop new skills and progress your career, then CFCD is the place for you.  

As a Senior Operational Leader in Debt Management, you will report to a Grade 7 and lead a team of Higher Executive Officers in a Contact Centre, setting priorities, driving performance and delivering business objectives.

You will lead managers through change, develop capability and promote continuous improvement, working with DWP and partner stakeholders to improve delivery and customer outcomes.

You will oversee performance, risk, compliance and resources, using management information to guide decisions, and embed new policies, processes and ways of working.

Occasional travel and overnight stays are required.

Key Responsibilities

• Lead operational delivery, ensuring achievement of performance, quality and customer service objectives.

• Drive performance improvement and continuous improvement across areas of responsibility.

• Lead and support the implementation of business change, policies and operational processes.

• Develop and support managers to deliver high performance and effective people management.

• Build effective relationships with internal and external stakeholders to achieve business outcomes.

• Manage risk, compliance and governance requirements.

• Use management information to inform decision-making, resource planning and performance management.

Essential Skills and Criteria - Candidate will need to demonstrate

• Transformational leadership in a complex, customer-focused environment, with clear communication, stakeholder influence and collaborative relationships to improve services and build an inclusive, high-performing culture. (Lead Criteria)
• Experience of leading large, diverse teams through others, balancing competing priorities through effective planning and organisation, and remaining accountable for (Second Lead Criteria)
• A track record of delivering change and continuous improvement, proactively managing processes and complying with performance management policies and procedures.
• Ability to coach, empower, develop and motivate people, encouraging innovation, continuous learning, apprenticeships and development opportunities.
• Knowledge of risk management and assessment, business continuity planning and equality impact assessments.
• Resilience, adaptability and sound decision-making in a fast-paced environment, taking ownership of problems and delivering positive outcomes with integrity, professionalism and personal credibility.
• Strong analytical and performance management skills, using evidence and management information to monitor and improve performance, manage risk, inform decisions and influence others while maintaining quality.

Debt Management Profession

At DWP, we are committed to developing a skilled and professional workforce. As a member of the Debt Management Profession, a cross-government initiative, you will have access to:

• Debt Management-specific apprenticeships and professional qualifications funded by the Department.

• Continuous professional development opportunities.

• A job shadowing programme to support your learning and career growth.

• The Debt Skills Assessment Tool, which enables you to assess your skills and identify areas for development.

• A 3-tiered membership model which begins at Debt Profession Affiliate and progresses to Debt Professional and Accredited Debt Professional recognised across the 14 Debt related Government departments

The Debt Management Profession is designed to support colleagues in developing their knowledge and expertise, helping them to perform at their best and build rewarding careers within Debt Management. As part of the Profession, you will join over 9000 colleagues from 14 Government departments who all share the same objective of recovering funds for the public purse.