Bolton, Leeds, Middlesbrough, St Austell Job Summary DWP is looking to fill the role of Universal Credit - Prevent and Corrections Product Delivery Manager within the Operations Directorate. As the Product Delivery Manager, you will have responsibility for leading complex repairs across a broad portfolio of workstreams. This is a critical role, and you will be responsible for reporting to the Prevent and Corrections Product and Performance Manager, updating them on current risks within the business, providing resolution plans and keeping them informed of operational performance. The successful applicant must be confident in process development, including a robust understanding of diminishing benefit whilst supporting geographically dispersed operational teams through change and ambiguity, as well as finding solutions to emerging challenges. We welcome applications from candidates who demonstrate inspirational and innovative improvements in an operational environment to help drive performance and deliver a positive and efficient service to our customers. Who We Are About us - Department for Work and Pensions - GOV.UK (www.gov.uk) Job Description As the Universal Credit – Prevent and Corrections Product Delivery Manager you will be responsible for: Leadership & Liaison: At a Delivery Management level, act as the point of contact for Fraud, Error and Debt (FED) issues. Link across Prevent and Corrections Operational teams, ensuring best use of resource, including workflow. Local reporting and planning of required Service Delivery resources. Managing key delivery workstreams to positively impact customer journeys. Assurance & Insight: Provide input and insight on FED Risks through MI analysis and Assurance processes. Analyse workstream MI to provide input into wider Fraud, Error and Debt strategies. Increase visibility & understanding of Fraud, Error and Debt measures to support Service Delivery. Provide input to senior leads to support building a cohesive view of FED risks through analysis and assurance. Proactively sharing insight and good practices across DWP Communications & Engagement: Raise awareness of FED risks, issues, and solutions. Support campaigns through content development to raise awareness of Fraud, Error and Debt across FED Action Weeks. Support capability/development within Service Delivery to reduce FED, working closely with UC Transformation/Design, Operational Delivery/FED Network Leads and Counter Fraud stakeholders. Prevent & Corrections: Lead activity to prevent fraud and reduce incorrectness within UC. Maintain operational delivery across workstreams within Prevent and Corrections Delivery Team to contribute to the Departments MVFE and AME targets. Identify risks and potential mitigations and build capability to correct. Liaise with policy, legal and transformation/design colleagues to develop, test and land specialised repair processes. Work collaboratively with colleagues across DWP to contribute to the reduction in Monetary Value of Fraud & Error (MVFE). Key Tasks include Coordinating testing and development of fraud and error reduction features, including working on the necessary policy and legislation required to adapt our Operating Model. Leading corrective workstreams and analysing data from across various Fraud, Error & Debt campaigns. Developing and delivering upskilling materials to a diverse range of colleagues to ensure successful and effective delivery of often complex workstreams. Identify and build capability to improve the levels of fraud and error by developing a robust understanding of the causes. Direct line and matrix management of available resource, including identifying/highlighting risk to delivery. Provide evidence and insight by working with colleagues across the business to establish route cause of fraud and error, creating solutions to improve. Be able to present complex information and data in simple and effective ways. Responsible for managing and developing day-to-day liaison with key stakeholders. Aligning strategies and prioritisation of relevant associated teams across directorates. Establishing effective ways of working across directorates, coordinating actions to address the largest areas of fraud, error and organisational inefficiency. This is an exciting time to join the team and will give the successful candidate the opportunity to work at a senior level on all Fraud, Error and Debt matters. There will be a strong emphasis on collaborating with different stakeholders across DWP. Key Relationships: Working collaboratively with stakeholders in Counter Fraud, Transformation and Design, Programme, Policy, Legal and Operational Delivery. Liaising with colleagues across DWP to reduce error and develop a risk-based approach to prevent fraud. Supporting Service Delivery and the Prevent and Corrections Senior Leadership Team. As the Universal Credit – Prevent and Corrections Product Delivery Manager you will be responsible for: Key Relationships: Working collaboratively with stakeholders in Counter Fraud, Transformation and Design, Programme, Policy, Legal and Operational Delivery. Liaising with colleagues across DWP to reduce error and develop a risk-based approach to prevent fraud. Supporting Service Delivery and the Prevent and Corrections Senior Leadership Team. Person specification The successful candidate should be able to demonstrate the following: A successful track record of providing subject matter expertise/ knowledge of complex systems and regulations, developing processes across complex key loss categories to rectify error (Lead criteria) Effective coaching and communication skills, with a continuous improvement mindset and the ability to identify and implement efficiencies in services/processes to prevent fraud and correct error (contributing to the reduction in MVFE). Be experienced and credible in dealing with a broad and complex range of stakeholders at all grades with a track record of influencing senior leaders. You will have a proactive approach, seeking opportunities to effectively engage, whilst operating with a high degree of autonomy where there is ambiguity, frequent change, and conflicting priorities. Ability to develop new and creative thinking, delivering plans for improving services/strategies, delivering a timely, high quality and cost-effective service. Have strong analytical skills and demonstratable experience of understanding and analysing large volumes of complex operational data. Confident in managing a diverse workload and planning/optimising resource to support corrective workstreams whilst working to tight timescales. Behaviours We'll assess you against these behaviours during the selection process: Changing and Improving Communicating and Influencing Working Together Delivering at Pace Alongside your salary of £37,497, Department for Work and Pensions contributes £10,862 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. DWP have a broad benefits package built around your work-life balance which includes: Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours. Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave. Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme. Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly). Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service. Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes. An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more. Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience. The Evidence You Provide Must Relate To Your Own Experiences. If Evidence Of Plagiarism, Or Sharing Of Questions, Information Or Answers Throughout Any Part Of The Selection Process Is Found, Your Application Will Be Withdrawn. Examples Of Plagiarism Can Include: Presenting the work, ideas and experience of others as your own Copying content from an online/published source Using forms of Artificial Intelligence to produce application content which you present as your own. We recognise that AI may be helpful when applying for this role, but it is important to use it in the right way. Read the DWP AI Candidate Guide to understand how you can make the best use of GenAI while ensuring your application remains authentic and effective. How to Apply, Civil Service Careers (civil-service-careers.gov.uk) provides advice and tips on applying for roles in the Civil Service Stages for applying – See Candidate Pack for fuller details about each stage. Stage 1 – Complete eligibility section of the application form Stage 2 - If eligible, you will be invited to complete your application using a Personal Statement of 750 words. You need to demonstrate evidence against the key criteria. Further details around what this will entail are listed on the application form. Stage 3 – Written Sift - The written sift will be conducted using evidence from your Personal Statement of 750 words. This will be assessed against the Key Criteria within the responsibilities section of the advert. When completing your Personal Statement, please read and understand the Key Criteria thoroughly, as this is what your written evidence will be assessed against. Your layout is entirely your preference; you may choose narrative, bullets, etc. You may choose to address each criteria separately, however, one narrative example may cover and evidence several Key Criteria. You may not be able to meet all the Key Criteria, but please ensure you provide as much evidence as you can to allow us to assess your skills, knowledge and experience. Share with us what makes you suited to this role. We would like to find out what you can do, the skills you hold and the life experience or passion that you have that could be aligned to the Key Criteria. In the event of a large number of applications we will use a Lead Key Criteria to initially assess your application at the sift stage. Candidates who pass the initial Sift may be progressed to a full Sift or direct to interview. Please Note- If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards. Stage 3 - The Interview Process: This will consist of an interview which will last approximately 30 – 40 minutes. This will be a blended interview assessing a mixture of behaviours and strengths as detailed in Success Profiles, Your interview will either be conducted face to face or by video. You will be notified of the location if you are selected for interview. Blended Interview You will be asked a mixture of Behaviour and Strength questions. A blended interview aims to be more of a conversation at interview, offering a more inclusive approach. The Strength and Behaviour based questioning explores what the candidate can and has done, but also their potential. An Example Of a Behavioural Question Would Be: Tell me about a time you have set about improving customer service, giving a sense of pace and criticality of success? How did you ensure this activity achieved its objectives whilst keeping costs under control? What tools and techniques did you use? It may help to use one or more examples of a piece of work you have completed or a situation you have been in and use the WHO or STAR model to explain. To help you prepare and settle into the interview you will be sent the behaviour questions in advance of the interview. These questions should be treated as confidential and should not be shared. The interview panel may ask you other questions which will not be shared in advance, including follow-up questions It is difficult to prepare for strength type questions. However, you can think through your answers, focus on your achievements and aspects you enjoy and decide how these can be applied in the organisation and role. Sift and interview dates to be confirmed. Further Information Find out more about Working for DWP A reserve list may be held for a period of 3 months from which further appointments can be made. Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website. If successful and transferring from another Government Department a criminal record check may be carried out. In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading. Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government. New entrants are expected to join on the minimum of the pay band. Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing. DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified – as determined by the business. To support this aim you may be required to undertake a work based qualification, which may be in the form of an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work based qualification; a candidate’s failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract. The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action. Important If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them. Reasonable Adjustment At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce. We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia. If you need a change to be made so that you can make your application, you should: Contact Government Recruitment Service via DWPRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional. If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. Feedback Feedback will only be provided if you attend an interview or assessment. This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This Job Is Broadly Open To The Following Groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) 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 (opens in a new window). 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. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. The Civil Service Code (opens in a new window) 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 (opens in a new window). 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. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). 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 : Genna Foster Email : servicedelivery.recruitment@dwp.gov.uk Recruitment team Email : dwprecruitment.grs@cabinetoffice.gov.uk Further information Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: HR.BUSINESSASSURANCE@DWP.GOV.UK. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission.