Description Client Services Delivery is the main operational delivery division within Social Security Scotland. Our teams deliver a wide range of benefits and services to those most in need across Scotland. As an Operations Improvement Team Manager, you will be part of a team that drives and delivers operational change and improvement, whilst implementing the design and delivery of benefits in Social Security Scotland. Your work will support live services to clients and applicants, through online and telephone enquiries, as well as handling applications for the people of Scotland. Reporting to the Operations Improvement Manager (B2), the post holder will be responsible for a wide range of continuous improvement and future benefit design activities. This includes but is not restricted to, identifying and analysing improvement opportunities to enhance efficiency and performance of our current and future operations. The role also has a strong focus on governance. You will create and maintain a range of governance documentation including RAID (Risks, Assumptions, Issues and Dependencies) logs. To succeed you will need a good understanding of the operational environment and the ability to work closely with a range of stakeholders. You will also manage the delivery and ongoing development of the service offering. This includes influencing change, shaping future service design and improvements, along with improving the client experience within an operational setting. In some instances, this role will line manage colleagues of A4 grade. Responsibilities Responsibilities Analysing and interrogating information for a range of sources, identifying trends, collating information and presenting findings clearly. Supporting delivery of services to clients, demonstrating flexibility and ability to adapt in response to shifting timelines and challenging launch and release schedules. Enhancement of colleague engagement by supporting and promoting a culture of accountability of delivery, in line with our values. Building on the culture and values of the organisation, as enshrined in our Charter. Responsibility for delivery of complex messages clearly and effectively, both in written and verbally to a range of audiences. Creation, management and maintenance of governance documentation for all workstreams - including identifying, capturing and recording risks and issues. Providing line management and support to A Band colleague(s) where applicable. Leading a team by supporting, motivating, coaching and developing. Managing the performance, wellbeing and development of your team and promote their successes. Ensuring effective performance and attendance management, robust quality assurance and focussed wellbeing discussions through monthly conversations, mid-year review and end-year reviews. 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 Experience Operational/delivery experience of Social Security Scotland benefits is essential Behaviours Managing a quality Service (Level 2) Communicating and influencing (Level 2) Delivering at pace (Level 2) You can find out more about Success Profile Behaviours here. Technical / Professional Skills: You will demonstrate the following skills within the Core ODP Skills - Operational Delivery Profession : Data and insight – Level Working How to Apply Apply online, you must provide a CV and a Supporting Statement (of no more than 1000 words), demonstrating how you meet the skills, experience, and behaviours outlined above. Should a large number of applications be received, an initial sift may be conducted using the CV and Supporting Statement on Behaviour 1 - Managing a quality Service (Level 2). If invited for further assessment, this will consist of an interview and assessment. 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) S ift – w/c 28th July 2025 Interviews – 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 either 220 High Street, Glasgow or Agnes Husband House, Dundee. 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 24th July at 23:55 Contact Name: Resourcing Team Contact e-Mail: recruitment@socialsecurity.gov.scot