Child Maintenance Service - Head of Service for Enforcement

Pay £75,026 to £80,267

Job description

This is an exciting time to be joining CMS as we continue with our ambitious programme of service modernisation. As Head of Service for Enforcement, you will have a critical role alongside four colleagues in providing strategic leadership with accountability for all aspects of service delivery, people plans and embedding significant change including digitalisation and demand deduction.

The successful candidate will be responsible for the following key tasks:

• Providing inspirational and resourceful leadership to a large team of up to 1,000 colleagues, across several locations through direct line management of Senior Operational Leaders (Grade 7s), in a complex, fast paced operational environment to deliver a quality service. This will include workforce planning, resource deployment, capability plans and all aspects of performance management to meet service level requirements.
• Leading through a period of accelerated change for the organisation and have an influential role in shaping the strategic direction, communicated to colleagues through our CMS Story – enabling a digital transformation programme that delivers increased efficiency and service improvements and supporting the design and implementation of a new operating model aligning CMS with the DWP 2030 Strategy ambitions.
• Demonstrating visible leadership through a commitment to people engagement and driving cultural change by empowering others to develop, you will be expected to continue establishing a culture of continuous improvement through remote line management across multiple sites.
• As this role covers various locations across the UK, you will be expected to commit to frequent travel and overnight stays.
• Lead accountability for the Enforcement service line with an expectation that in time you will be able to use this when responding to questions from ministers, parliament, Freedom of Information requests, external stakeholders and customer representation groups. The role includes managed outsourced partnerships with external suppliers. You will also have responsibility for the Financial Investigations Unit, CMS’s first line of defence against mis-representation of income and fraud. You will set expectations and role model best practice cutting across the Operational Delivery, Debt and Counter-Fraud professions.
• You will report to the Deputy Director and form part of their Senior Leadership Team. You will also be part of the wider CMS Operational Leadership Team (G6+) with regular interaction with your Head of Service counterparts, Deputy Directors, Director, Minister and business partners including Policy, Service Delivery Optimisation, Digital and Human Resource.

Person specification

Your personal statement will be assessed against the following essential criteria. Please ensure you provide specific, evidence-based examples that clearly demonstrate how you meet each one.

Candidates should be able to demonstrate:

• Inspirational and resourceful leadership with a proven track record of leading large multi-site teams with over 150+ colleagues in a service centre (multi-channel) environment, making a strong personal impact, demonstrating resilience to deliver against key performance measures, timeously and accurately driving excellent customer service (Lead Criteria).
• Ability to identify, interpret and analyse Management Information (MI), and other data to identify variation, risks and address performance concern and drive improvement.
• Excellent communication skills with proven experience and ability to influence and motivate people at all levels and communicate to high standard with ministers, senior leaders and colleagues.
• Confidence managing a wide variety of stakeholder relationships including with ministers, senior leaders, colleagues, trade union, policy, digital, human resources and external customer representation groups to enable successful outcomes.
• Ability to understand and lead transformational change including channel shift, moving demand into digital services, driving faster and better enforcement outcomes for customers. Inspiring and obtaining commitment from colleagues by encouraging discussion, innovation, and ideas in support of CMS priorities and DWP 2030 strategy.
• A passion for building high performing teams, actively promoting equality, diversity, and inclusion in the workplace and creating an inclusive learning culture that provides opportunities for all.

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