We are seeking a Head of Operational Improvement to ensure that our customer directorate is optimally set up to implement and enhance both new and existing services. This pivotal role involves integrating cutting-edge technologies and best practices to keep our services relevant and effective, driving accessibility, and leading significant improvement initiatives across the business.
Key Responsibilities:
• Ensuring our services remain relevant by incorporating new technologies, solutions, AI, and best practices, while being mindful of practical considerations. • Driving high levels of accessibility across all customer journeys. • Collaborating across the business to gather evidence for informed decision-making • Updating the current mapping of our operational areas. • Developing a future blueprint based on current operations, presenting options and recommendations for prioritisation. • Creating and maintaining an implementation plan to transition front line customer operations at MaPS from the current operational model to the target model. • Leading and coordinating implementation activities. • Ensuring cohesion and collaboration across the customer directorate and the wider business.
You will need to demonstrate the following skills and experience:
• Leadership: Visible and inspirational leadership skills, with a proven track record of leading and developing organisations to achieve high performance. Must demonstrate commitment to promoting a supportive work environment and championing diversity & inclusion. • Stakeholder Management: Strong ability to collaborate with and influence a diverse group of stakeholders, keeping consumer needs, especially those most vulnerable, at the forefront of discussions. • Culture Change: Experience in creating or transforming business and people culture, co-creating effective ways of working and behaviours across multidisciplinary teams. • Strategic Mindset: Ability to think strategically and tactically in a fast-paced environment, taking measured risks and quickly learning from outcomes. A customer-centric approach is essential. • Essential Criteria: Must understand omni-channel customer journey and service design, have experience engaging and coordinating internal stakeholders, managing multi-site and multi-service line operations, developing strong commercial justifications, and building and maintaining senior relationships.
At the heart of the Money and Pensions Service are our values – caring, connecting and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people in and around Bedford to come and work for us, but we need people who align themselves to our values: - • Caring We care about our colleagues and people whose lives we are here to transform. • Connecting We will transform lives through our ability to make positive connections. • Transforming We are committed to transforming lives and make a positive societal impact.
About MaPS
At MaPS, we help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it. About our people We are keen to encourage applications from individuals across the whole community with the skills, knowledge, and behaviours for the job, and who show a strong commitment to MaPS’ objectives, values, and vision. It is important to us that we continue our ambition to be a genuinely diverse and inclusive organisation, so that we reflect the people we are here to help. Our inclusive working environment By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity and belonging. We really do want our colleagues to “bring their whole selves to work.” By way of brief example, we have an enviable ethnic diversity mix, equal gender balance with a zero mean gender pay gap and thriving colleague and ally networks, including LGBTQ+, neurodiversity, women’s health, men's health, ethnicity, and diversity.
About MaPS
At MaPS, we help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it. About our people We are keen to encourage applications from individuals across the whole community with the skills, knowledge, and behaviours for the job, and who show a strong commitment to MaPS’ objectives, values, and vision. It is important to us that we continue our ambition to be a genuinely diverse and inclusive organisation, so that we reflect the people we are here to help. Our inclusive working environment By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity and belonging. We really do want our colleagues to “bring their whole selves to work.” By way of brief example, we have an enviable ethnic diversity mix, equal gender balance with a zero mean gender pay gap and thriving colleague and ally networks, including LGBTQ+, neurodiversity, women’s health, men's health, ethnicity, and diversity.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .