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Deputy Director, Partner & Service Operations Management (2809716073)

Technology 信息技術

IT Auditor


GCSE/Scottish Standard Grades A-Level Postgraduate or above 碩士或以上 Undergraduate or above 學士或以上 Intermediate apprenticeship 學徒

PSW Apprenticeship 學徒 華語工作 Contract 合同制 Full-Time 全職 Internship 實習 Part-Time 兼職


Barningham, Suffolk, United Kingdom

Location Belfast, Birmingham, Bristol, Cardiff, Croydon, Edinburgh, Glasgow, Ipswich, Leeds, Liverpool, Manchester, Newcastle-upon-Tyne, Nottingham, Stratford About the job Summary This is an exciting time to join a priority, high profile Programme of work within HMRC’s Borders and Trade group. The group is responsible for operational policy towards and delivering the fiscal elements of border operations (customs, VAT and excise) and completing the related border changes required to support the UK as an independent country outside of the EU. Borders and Trade aims to reshape the role of customs in the UK’s trade environment to drive economic growth, enhance border compliance and support HMRC’s vision to be a trusted, modern tax and customs department. This is a senior leadership post within Borders and Trade. Jobholders will work in a fast-paced environment on priority projects responsible for the delivery of changes to meet Policy intent and Ministerial objectives for the next phase of EU transition to deliver the end of Staged Customs Controls, and support delivery of a digital world class UK border operation by 2025. We are looking for applicants who can ensure effective business processes and IT systems operate at the border, and enable the continued safe movement of goods, passengers and parcels now that the UK has left the EU with a negotiated agreement. The NI Delivery directorate sits within Borders and Trade group. Our mission statement is to deliver unfettered access to the UK market for NI businesses, compliant with the Northern Ireland Protocol (NIP) and a best-in-class Trader Support Service (TSS). Job description Trader Support Service is a major government programme of work which sits within Borders and Trade, HMRC. Your role would be to lead the Service Delivery team and partner with the Service Management team within the Consortium. You will also lead, engagement and coach a small team. You will also work closely with the programme team on a day-to-day basis for both TSS and Customs and Borders, ensuring that the voice of your customers are part of the delivery plan and priorities. Responsibilities You will be responsible for: • Leadership of c30 people • Driving and overseeing the delivery of several service and commercial KPI's • Working closely with the Consortium to mitigate risk attached to the service delivery • Working closely with commercial and finance teams to effectively run the service credit regime. • Be the voice of NI business, ensuring that service improvements are part of the programme delivery • Be the escalation route for HMRC, Business Bodies, Traders and other government departments • Problem solving and resolving customs issues that prevent movement of goods and or delays at ports • Contribute to Customs and Borders and HMRC broader Enterprise Leadership initiatives • Owning ministerial updates in relation to TSS performance and priorities You will ensure that objectives are clearly defined and achieved within the agreed time, cost and quality constraints. You will play a key role in project governance and working with stakeholders, to ensure the agreed project outputs are delivered to enable benefits to be realised. You will also be expected to work at a fast pace whilst reacting to real time events as well as receiving change in terms of new scope, policy and changes to existing trader journeys. You will also be required to contribute as a senior member of the TSS Leadership team. The post holder will have performance objectives including business delivery measurements that cover allocation of service/commercial related KPIs (such as cost per declaration, telephony grade of service). The post-holder has to drive action and results through senior members of the TSS consortium and their teams, resolving all but the most fundamental of issues with a crucial live service in a complex business area and target interventions from Directors, DGs and ministers where necessary. As for all SCS members of NI Delivery, this post has a formal performance objective to find efficiencies in running their teams, using resources and carrying out the role. Outcomes are measured in Performance conversations with the Director. Performance objectives will encompass: • Allocation of budget and financial efficiency targets • As above, Business delivery measurements covering allocation of service/commercial related KPIs (eg. cost per declaration, telephony grade of service) • Making HMRC a great place to work and staff engagement, measured drawing on staff survey results v-Enterprise leadership Key Attributes of the role are; Communications and Stakeholder Management - Ensure stakeholder interests are identified and addressed. Segment and manage multiple stakeholder groups appropriately in complex environments. Build consensus across a large and often diverse group of stakeholders and develop strategic relationships with internal and external suppliers. Leadership and Guidance - Provide direction and guidance on development to the project team and more broadly across department and government, along with the governance and engagement required for successful outcomes. Resource Management - Build and maintain a strong delivery-focused project team. Provide leadership and direct larger multi-disciplinary teams to deliver successfully. Leadership vision and objectives - Create an environment in which projects can succeed, working effectively together and managing dependencies. Deliver benefits and outcomes set out in business case. Risks and Issues - Accountable for ensuring strategic and operational risks and issues are identified, prioritised, assessed and mitigated. Ensure senior stakeholders are briefed, updated and where appropriate, enrolled in the management and control of key risks. Identify and engage specialists as appropriate. Project Performance and Controls - Responsible for identifying success criteria, set project controls and be accountable for performance. Monitor and control progress, engage fully with assurance and respond to recommendations. Dependency Management - Quality Assure the dependency management process, work with senior stakeholders to resolve issues and act as a link between the project, programme and business governance. The post-holder is responsible for holding external partners in the Trader Support Service accountable for the 200m HMG contract they hold which supports the majority of businesses moving goods between GB and NI at a politically sensitive time. Person Specification Applicants should be able to demonstrate their experience and capability in the following areas: Essential Criteria: • Proven track record of managing a strategic partner and commercial relationship • Proven track record of operational delivery in a contact centre type environment • Demonstrable experience of leading teams, driving engagement and managing performance and capability • Proven track record of operational and change delivery in a complex environment and customer facing environment • Proven track record of delivering customer service KPI's in a real time environment and experience of running a service credit regime in line with commercial contracts • Experience of driving continuous or service improvements in a fast-paced operational environment Desirable Criteria: • Customs Knowledge or Background Benefits Whatever your role, we take your career and development seriously, and want to enable you to build a really successful career with the department and wider Civil Service. It is crucial that our employees have the right skills to develop their careers and meet the challenges ahead, and you'll benefit from regular performance and development reviews to ensure this development is ongoing. As a Civil Service employee, you’ll be entitled to a large range of benefits. This includes: - 25 days annual leave on entry, increasing on a sliding scale to 30 days after 5 years’ service. This is in addition to your public/bank holidays. - This will be complemented by one further day paid privilege entitlement to mark the Queen’s Birthday. - Interest-free loans allowing you to spread the cost of an annual travel season ticket or a new bicycle. - Generous paid maternity and paternity leave which is notably more than the statutory minimum offered by many other employers. - A competitive contributory pension scheme that you can enter as soon as you join where we will make a significant contribution to the cost of your pension; where your contributions come out of your salary before any tax is taken; and where your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire. - Flexible working patterns and access to Flexible Working Schemes allowing you to vary your working day as long as you work your total hours. - The use onsite facilities including staff canteens (where applicable). - Occupational sick pay. Things you need to know Security Successful candidates must pass a disclosure and barring security check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check . See our vetting charter . People working with government assets must complete basic personnel security standard checks. Selection process details Application To apply for this post, you will need to complete the online application process which includes completing the application form as outlined below: 1. A CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years. 2. A Statement of Suitability (no longer than two pages) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with reference to the criteria in the person specification. Failure to submit a CV and a Statement of Suitability will mean we only have limited information on which to assess your application against the criteria in the person specification. Please ensure that the two documents contain your full name. Should you encounter any issues with your application please contact: If you do not receive an acknowledgement of your application within 48 hours, please contact us. Shortlist An application pre-sift will be conducted by the SCS Recruitment Team followed by an in-depth review by the Vacancy Holder and Panel. The panel will assess and select applicants who demonstrate the best fit with the role by considering the evidence provided against the criteria set out in the Person Specification. Failure to address any or all of these may affect your application. A decision is expected to be made during the week commencing 14th February 2022 and all shortlisted candidates will be advised of the outcome shortly afterwards. All shortlisted candidates may be offered an opportunity to have an informal conversation with a member of the panel. This is not an assessment phase but is an opportunity for each candidate to gain greater insight into the context of the role. This is optional, but highly recommended. As part of the recruitment process, we may share your data and assessment results internally with our SCS Talent team. This will provide insight into how to support your development and wider talent management, should you be successful in your application. If you do not want your data to be shared then please inform the team by emailing Assessments There will be no additional assessments for this role. Interview You will be asked to attend an interview for a more in-depth discussion of your previous experience and professional competence. We will also ask you to prepare a 5 minute verbal presentation. Details will be issued in advance of your interview. Given the current situation with the pandemic, interviews are being conducted via video (full instructions will be issued prior to interview). Regardless of the outcome, we will notify all candidates as soon as possible once all interviews have concluded. Feedback will only be provided if you attend an interview or assessment. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of Commonwealth countries who have the right to work in the UK nationals of the Republic of Ireland nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service certain family members of the relevant EU, EEA, Swiss or Turkish nationals Further information on nationality requirements 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 . The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. Apply and further information Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : Kamen Hulbert Email : Recruitment team : Email : Further information If you feel that your application has not been treated in accordance with the recruitment principles and wish to make a complaint then you should contact in the first instance. If you are not satisfied after departmental investigation, you can contact the Civil Service Commission on or in writing to: Civil Service Commission, Room G/8, 1 Horse Guards Road SW1A 2HQ Reference number 178561 Salary 71,000 71,000 per annum (National) or 74,500 (London) - Please note: Standard pay rules apply for existing civil servants. Grade SCS Pay Band 1 Contract type Permanent Business area HMRC - Borders and Trade - NI delivery directorate - Trader Support Service – Borders & Trade Directorate Type of role Senior leadership Working pattern Flexible working, Full-time Number of posts 1