Description We are seeking experienced and dynamic C1 Operations Leads to join Social Security Scotland’s Client Services Delivery division, operating across Glasgow and Dundee. As an Operations Lead you will report to a Head of Operations and lead the delivery of impactful services in an organisation built on dignity, fairness, and respect. Your work will directly support Social Security Scotland’s mission of providing essential benefits and services to the people across Scotland. You will lead your teams to recognise the impact they can have on client’s lives and ensure that our people take pride in determining claims fairly and paying money efficiently to those eligible. You will manage and lead large teams, delivering high-quality client facing services, and working collaboratively to implement and enhance operations through continuous improvement. You will need to lead teams through change, responding positively and often working with ambiguity. You will need to demonstrate an ability to deliver impressive results in a challenging environment of Ministerial and stakeholder scrutiny. Responsibilities Responsibilities • Leadership & Line Management: Lead and support Operations Managers (B3 level) through role-modelling leadership behaviours in line with our organisational values and ensuring consistency in approach and, communication across locations, with a key focus on colleague wellbeing and professional development. • People & Performance Management: Promote a culture of fairness, dignity, and respect, ensuring teams are engaged, motivated, and aligned with organisational goals and deliver a quality driven operation. Ensure practice is driven by the best available evidence and expectations are clearly communicated. • Operational Excellence: Work to ensure high quality outputs are central to your focus on delivering benefits and services. Analysing performance to identifying and share opportunities to improve consistency, efficiency and enhance the client's experience. • Stakeholder Engagement: Collaborate with internal and external partners on continuous improvement projects to enhance the operational performance of benefit and services you will be responsible for delivering. • Risk & Governance: Ensure compliance with governance frameworks, identifying and managing both risks and issues to support effective decision-making. 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: You will demonstrate the following skills within the ODP Competency framework | SSS - Social Security Scotland. 1. Connections and Communication - (Level: Practitioner) 2. Data and Insight - (Level: Practitioner) Experience • Previous leadership experience in a large-scale service delivery environment with a focus on strategic performance and quality improvement. Behaviours • Managing a quality service (Level 4) • Changing and improving (Level 4) • Delivering at Pace (Level 4) 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 skills, experience and behaviours listed in 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 April 2025 Interview – w/c 5th May 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 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 Recruitmentsocialsecurity.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, the broader Scottish Government or Other Government Departments. 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 recruitmentsocialsecurity.gov.scot Apply before Wednesday 16th April 2025 at 23:55 Contact Name: Resourcing Team Contact Email: recruitmentsocialsecurity.gov.scot