Description As Operations Manager at Social Security Scotland, you will report to the Operational Lead. You will lead a large operational team, within the Client Services Delivery division, focussing on improving performance and quality standards in the delivery of benefits for the people of Scotland. This role offers you the opportunity to broaden your skills and build on our knowledge. You will lead and develop a team of Performance Managers and Decision Team Managers, and you will be expected to work closely with the Operational Lead to meet operational objectives and business priorities. You will provide day-to-day operational support, fostering a culture that reflects our core values of fairness, dignity, and respect. Promoting diversity and inclusion, you will ensure all staff are supported to grow and develop their capabilities. We are looking for someone who is energetic, adaptable, and able to build trust and lead by example. The ability to respond flexibly to changing priorities is essential to succeed in this dynamic and evolving role. Responsibilities Responsibilities • Leadership and Line Management: Lead and foster a performance culture, where colleagues care, are curious and contribute to meeting performance objectives, setting a clear sense of direction for Client Services Delivery teams. Direct line management responsibility for Performance Managers and Decision Team Managers. This includes oversight of quality assurance, performance and attendance management. • Operational Delivery: Lead a large, diverse team, in delivering high quality client contact experience, processing applications and decision making. Support the implementation of performance and quality improvement methods that align with organisational objectives and expectations. • Performance and Quality Management: Monitor and manage the performance of operational teams using data tools (e.g. Excel) to source, validate and analyse performance data, evaluating delivery trends, identifying risks, and informing operational decision-making through dashboards and reports. • Culture and People Engagement: Embed a culture of engagement and inclusivity that values continuous development and demonstrates fairness at all levels. Act as a role model in upholding our Charter and values, ensuring that staff feel supported and respected in their work environment. • Stakeholder and Relationship Management: Work in partnership with stakeholders and collaborate with teams such as the Performance Quality and Planning team, and Operational Improvement identifying service enhancements to improve the client experience and improve performance. Manage change impacts to ensure consistent levels of service. • Governance and Data Security: Ensure all teams manage data securely and in compliance with legal and organisational standards. Promote a culture of data accountability, ensuring insights are used ethically and effectively to support service delivery improvements. Qualifications Success Profiles Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on. Find out more about how we assess the Success Profile elements Technical/Professional Skills: • Data and insight - (Level: Practitioner) Further information about these skills can be found here Core ODP Skills - Operational Delivery Profession Experience Proven experience leading teams in a complex service delivery environment, with a strong track record of enhancing performance and driving quality improvements. Further information about these skills can be found here Behaviours • Making effective decisions - (Level 3) • Communications and Influencing - (Level 3) • Managing a Quality Service - (Level 3) You can find out more about Success Profile Behaviours here. How to apply Apply online, you must provide a CV and a Supporting Statement (of no more than 1000 words) which provides evidence of how you meet the Success Profiles above. If invited for further assessment, this will consist of an interview and presentation. We aim to provide feedback on request. However, if we receive a large number of applications it may not be possible for us to provide specific feedback on your application. We will provide feedback on request to candidates who attend an interview/assessment. Expected Timeline (subject to change) Sift – w/c 21st July 2025 Interview – w/c 11th August 2025 Reserve List In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 12 months. About us Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from all walks of life in Scotland. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we serve. Find out more about us here We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer. As part of the UK Civil Service, we uphold the Civil Service Nationality Rules. Working pattern Our standard hours are 35 hours per week and we offer a range of flexible working options, depending on the needs of the role. We embrace a hybrid working style where all colleagues will spend time in either our Glasgow or Dundee offices. There is an expectation of a minimum 2 days per week in your assigned location, which will be Dundee. We will consider requests for part-time and term-time working patterns, subject to business requirements. If you have specific questions about the role you are applying for, please contact us. Equality Statement Social Security Scotland are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation. Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at Recruitment@socialsecurity.gov.scot. Find out more about our commitment to diversity and how we offer support and recruitment adjustments for anyone who needs them. Further Information This role is only available to existing permanent civil servants who have successfully completed their probation period within Social Security Scotland, or the broader Scottish Government. Find out more about our organisation, what we offer staff members and how to apply on our Careers Website. Read our Candidate Guide for further information on our recruitment and application processes. The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade. If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via recruitment@socialsecurity.gov.scot Apply before Wednesday 16th July at 23:55 Contact Name: Torran Littler Contact Email: Torran.Littler@socialsecurity.gov.scot