Location
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.
Company Overview
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 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.
Job Description
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.
Responsibilities
* Lead and manage a team of around 250 people assessing entitlement to compensation for over 45,000 new applicants each year.
* Directly line manage eight people, including three Grade 7s (Head of Operations, Head of Operational Excellence, and Head of Performance and Workforce Planning).
* Oversee the entire process from 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.
* Provide oversight of the performance, quality assurance and operations coaching and support teams and the in-house clinical psychologists.
* Ensure delivery of key performance indicators set annually and manage an annual compensation budget in excess of £150m.
* Operate effective controls on work allocation, case progression and quality assurance to ensure accurate assessment of entitlements and effective discretionary decision making.
* Build trust with colleagues across CICA, Service Transformation Group and the wider MoJ, exemplifying and role-modeling Civil Service behaviours and values.
* Shape and influence the culture and values of CICA, focusing on respect, empathy, transparency and a trauma-informed service with the victim at the heart.
Qualifications
* Exceptional operational delivery or customer service leadership with strong analytical ability.
* Well-developed interpersonal skills and the confidence to contribute at board level, shaping strategic direction.
* Track record of high performance and delivery with a passion for continuous improvement and modernising public services.
* Strong interpersonal skills, ability to build mutually beneficial relationships at all levels.
* Experience managing large teams and complex processes, including budgeting and KPI delivery.
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