Director of Operations

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., Leadership

• Lead a team of around 250 people and support colleagues to deliver on a set of demanding key performance metrics to high quality and efficiency standards
• Provide a high level of personal visibility across CICA, championing the Civil Service values, modelling inclusive leadership, and fostering a culture where diverse teams can succeed
• Embed a culture of delivery, accountability and professional excellence, identifying and managing key risks and resolving challenges
• Act as the organisational authority on CICA operational delivery, providing assurance to the Executive Management Team and Board
• Lead Operations Directorates contributions to CICA strategic outcomes, contributing to and delivering on Business Plan commitments
• Build a highly capable team through investing in regular training, mentoring, personal development and strong performance management
• Champion the Operational Delivery Profession to maintain and develop personal and team professional knowledge
• Actively contribute to the CICA Executive Management Team, driving improved collaboration, role modelling senior management visibility and leading on cross CICA activities
• Represent CICA on relevant MoJ and cross Government Committees and Boards, including deputising for the Chief Executive Officer as appropriate
• Be a stabilising force during times of change, guiding teams through transition with clarity, empathy, and a focus on maintaining momentum and morale
• Build strong engagement through effective communication with key stakeholders including Scottish Government.
Operational Delivery
• Ensure CICA operational priorities - annual compensation budget, timeliness of decision making and a stable live caseload - are met, balancing resources accordingly
• Drive improvements to performance across the Directorate to improve applicant experience and decision-making efficiency
• Ensure that procedures and ways of working are applicant focussed and trauma-informed
• Drive delivery excellence through the expert use of data and understanding of performance to improve decision-making, productivity and customer experience
• Build a quality, right first time, culture across the Directorate.
Financial Management
• Manage the operations directorate budget within delegated limits and ensure compliance with CICA corporate governance protocols
• Contribute to the effective financial management and operational efficiency of CICA
• Deliver compensation spend in line with Managing Public Money, ensuring tax-payers money is used effectively.
Corporate Responsibilities
• Proactively identify and manage risks within your own Directorate, and corporately through the Executive Management Committee and the CICA Audit and Risk Assurance Committee
• Contribute to CICA strategic and business planning through membership of the Executive Management Committee, Transformation and Change Committee and the CICA Board
• Work closely with the individual Directors to support operational delivery. Including with the Director of Modernisation Strategy and Implementation to support the identification and implementation of modernisation to improve service delivery and applicant experience; Director of Legal & Policy to ensure training needs are addressed and appropriately supported and operational guidance is followed; and, the Director of Corporate Services to support a strategic approach to recruitment and to ensure operational staff are aware of and compliant with corporate policies
• Active member of the CICA Executive Management Team, working collegiately with other Directors to drive forward cross organisational improvements
Work with government and external auditors as required.,
• Statement of suitability which evidences the essential criteria and, where met, the desirable criteria. The statement should be no more than 1000 words in length.
• Behaviour statement of no more than 250 words against the following Behaviour, at Level G6 - Leadership
In the event of a high number of applications, an initial sift will be conducted on the lead Behaviour at level G6 - Leadership Stage 2 If successful at Stage 1, you will be invited to interview, which will incorporate a short presentation. You will be notified of the presentation topic in your invitation to interview. At the interview we will assess you against the behaviours listed below.
• Leadership (lead)
• Managing a Quality Service
• Communicating and Influencing, The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.
Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone's circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review. For nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) - See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity). For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location's respective pay scale (any legacy arrangements/locations will need to be amended). Some of MoJ's terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made. MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer. All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet. Flexible working hours The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ's Flexible Working policy.

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., Essential
• Senior Leadership experience in front-line operational delivery or customer facing service role in a case-working organisation with a successful track record in meeting performance expectations and delivering service improvements
• A strong track record of motivating staff and embedding a culture of continuous improvement to achieve improved customer outcomes
• A confident and clear communicator, with strong influencing and negotiation skills able to engage, build trust and energise others
• Strong strategic thinking, including an ability to understand a wide range of complex and often sensitive issues, manage conflicting priorities and translate this into practical, deliverable plans
• A track record of developing a high-performance culture, through use of effective planning and delivery strategies
• Achievement of improved service and outcomes for customers, through more efficient use of resources and continuous improvement of operating practice
• Inclusive and collaborative, able to lead and contribute in multiple team settings, and with functional experts
• A willingness to innovate and work with new digital solutions, in situations where these may depend on the professional expertise of others
• A commitment to your own and your team's development which has delivered positive value for money and benefits
• Robust personal resilience, flexibility and appetite to drive high performance.
Desirable
• Professional accreditation in Operational Delivery, Customer Service or similar, or significant senior level operational leadership experience in a complex delivery environment
• Experience working with vulnerable communities, including victims of violent crime
• Trauma-informed learning or training., Managing a Quality Service
Communicating and Influencing Delivering at Pace

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.,
• Statement of suitability which evidences the essential criteria and, where met, the desirable criteria. The statement should be no more than 1000 words in length.
• Behaviour statement of no more than 250 words against the following Behaviour, at Level G6: Leadership., The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.
A Great Place to Work for Veterans The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces. For further details about the initiative and eligibility requirements visit: https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

The MoJ offers a range of benefits: Annual Leave Annual leave is 25 days on appointment and will increase to 30 days after five years' service. There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis. Pension The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best. Training The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities. Networks The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees. Support
• A range of 'Family Friendly' policies such as opportunities to work reduced hours or job share.
• Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
• For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
• Paid paternity, adoption and maternity leave.
• Free annual sight tests for employees who use computer screens.
Working for the Civil Service The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order
• To Transformative Business Services (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk);
• To Ministry of Justice Resourcing team (resourcing-management-office@justice.gov.uk);
• To the Civil Service Commission (details available here)
As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.