Working Pattern: Full time, Job share, Flexible Working
The Operations Directorate
The Director of Operations will provide inspirational leadership to a range of teams, responsible for building their capability to ensure they are highly skilled, leading them through significant change, ambiguity and in an agile “test and learn” environment growing from nothing into an Organisation which delivers in a high quality, trauma informed and user focussed service delivery organisation.
The Operations Directorate is accountable to the public and to Parliament for the successful and timely delivery of the scheme.
This role will be responsible for managing the tensions between providing sensitive treatment to victims, processing payment at speed, delivering a quality user-centred service with assurance and minimising opportunities for fraud.
This will include overseeing the translation of complex legislation into detailed guidance, process steps and scripts, and the systems and structure to ensure that all claims for compensation are assessed fairly, accurately, securely and as speedily as practicably possible.
This will include recruiting and training staff with the right skills and capabilities to deliver the scheme. This will not only be aimed at claim managers but establishing and implementing all required operational roles and functions; planning, counter fraud, internal review, complaints, resolution, etc
A key part of the role will be shaping the operational culture and values of the Infected Blood Compensation Authority, with a focus on respect, empathy and transparency whilst delivering a service with the user at the heart.
Job description
About Infected Blood Compensation Authority
In recognition of the hurt caused by the infected blood scandal and highlighted by the Infected Blood Inquiry (IBI), the government has accepted the moral case for a compensation scheme to pay compensation to those infected and affected.
The Infected Blood Compensation Authority will ensure payment is made in recognition of the wrongs experienced by those who have been infected by HIV, Hepatitis B or C, as well as those who love and care for them. They have been frustrated and distressed by the delays in achieving proper recognition, and we must help put this right.
Opportunities to move to the new Infected Blood Compensation Authority (IBCA). At the moment all IBCA roles are hosted by Cabinet Office within the Civil Service. However, once IBCA becomes operational, it is anticipated that most of these roles will transfer to IBCA, which is a new Arms Length Body (ALB) separate from the Cabinet Office. Roles that transfer to IBCA from Cabinet Office will maintain the same or substantially the same terms and conditions of employment that are overall no less favourable. It is anticipated that employees who move from Cabinet Office to IBCA will be able to continue to participate in the Civil Service Pension arrangements with no break in their pensionable service. Roles commencing after IBCA has become operational will be with IBCA itself on similar terms and conditions. All successful candidates will receive full details of the terms and conditions of employment for their role with their formal job offer.
Please note that the mission of IBCA means that it is likely to be fully operational for a period of approximately 5-7 years, after which IBCA will become a smaller residual service. When IBCA’s work begins to wind down, IBCA employees will receive support and practical guidance to find a new role, whether in the Civil Service, another Arms Length Body (ALB), or an external employer.
Key Responsibilities
* Operational Leadership: Spearhead the design, development, and management of operational functions to deliver timely, accurate compensation to those affected. Lead a team of up to 800 operational staff whilst fostering a culture of collaboration and continuous improvement.
* Service Excellence: Develop and implement operational policies and procedures that enhance efficiency and ensure a trauma-informed environment for service delivery. Create a user-centred organisation dedicated to high-quality service.
* Fraud Prevention: Establish and oversee a robust counter-fraud strategy to safeguard the integrity of the compensation scheme. Collaborate with key stakeholders to identify fraud risks and implement effective mitigation strategies.
* Stakeholder Engagement: Build trust and confidence within the affected communities and engage with various stakeholder groups to ensure their needs are represented. Effectively communicate IBCA’s mission and progress to external parties.
* Performance Management: Specify, monitor, and report against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to measure operational effectiveness. Lead the operational performance strategy to ensure targets are met.
* Capacity Building: Recruit, train, and develop a skilled workforce capable of navigating complex and sensitive cases. Ensure staff are equipped with the necessary skills and knowledge required to deliver effective compensation.
* Organisational Development: Play a key role in shaping the culture and values of the IBCA, ensuring that respect and empathy are at the forefront of operations. Oversee the operational directorate's transition from start-up to steady-state and eventual closure.
Person specification
It is important that, through your CV and supporting statement, that you provide evidence of the professional skills, breadth of experience and personal qualities for this post.
Essential Criteria:
* Proven experience in leading high-performing teams in large-scale complex operational environments.
* Strong background in operational management, with a demonstrated ability to balance competing demands such as compassion, empathy and efficiency.
* Experience in fraud prevention strategies and risk management.
* Excellent communication and stakeholder management skills with a track record of building trust within vulnerable communities.
* Exceptional leadership and people management skills, with the ability to inspire and motivate teams. Committed to building inclusive teams that reflect the diversity of the communities served.
* High level of political sensitivity and understanding of public scrutiny in service delivery.
* Resilience and adaptability in a fast-paced, evolving environment.
Application process
To apply for this post, you will need to complete the online application process on CS Jobs outlined below. This should be completed no later than 23:55pm, 16th July 2025.
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 1250 words) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the essential criteria in the person specification.
Please click here for further information: https://www.civil-service-careers.gov.uk/how-to-write-your-ps/
Failure to complete both sections of the online application form (CV and Statement of Suitability) will mean the panel only have limited information on which to assess your application against the criteria in the person specification.
As part of the online application process, you will be asked a number of diversity-related questions. If you do not wish to provide a declaration on any of the particular characteristics, you will have the option to select 'prefer not to say’. See the Civil Service Diversity and Inclusion Strategy for more information.
Should you encounter any issues with your online application please get in touch with us via: scscandidate.grs@cabinetoffice.gov.uk
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