Description We are looking to fill a key operational delivery leadership role. This role is part of the Operational Delivery Profession, a recognised Civil Service profession and the largest profession within Social Security Scotland. As C2 Head of Operational Performance, Quality and Planning in Social Security Scotland, you’ll report to a Head of Client Services and be responsible for driving the development, application and use of appropriate operational support mechanisms to enhance performance and quality within the Client Services Delivery division of Social Security Scotland. Your work will directly support Social Security Scotland’s mission of providing essential benefits to people across Scotland. You will lead your teams to recognise the impact your work can have on client’s lives; ensuring that our people take pride in assessing claims fairly and paying money efficiently to those eligible. You will work closely with Client Services Delivery senior leaders to understand and quantify the key levers of change that drive performance and quality improvement within our operations. The work is cross-cutting, complex and high profile so you will need to demonstrate an ability to deliver impressive results in a challenging environment of Ministerial and stakeholder scrutiny. You will need to lead teams through change, responding positively and often working with ambiguity. As a leader within Social Security Scotland, you will work closely with the wider Social Security Directorate, including Policy and Programme teams, to meet our delivery commitments and vision. Social Security Scotland’s end to end operational processes will be designed and implemented across Glasgow and Dundee. You will work collaboratively with a wide range of people to deliver results which will be essential to this role. Responsibilities Responsibilities • Operational Performance and Quality: Oversee the design and implementation of appropriate improvement methods and approaches in conjunction with Client Service Delivery senior leaders to drive improvements to operational performance and quality, reporting on and assessing end to end deliverables. • Operational Planning: Lead the operational planning functions to ensure we have the required resources in the right place at the right time and that we are able to meet operational resource needs over the next 5 years. • Leadership: Inspire and guide operational teams to achieve excellence ensuring we get the basics right. • People Engagement: Embed a culture that values diversity, supports development, and promotes fairness. • Stakeholder Relationships: Work in partnership with fraud and error, business change, and data analysis teams to identify and drive forward improvements. • Governance: Ensure compliance with the Social Security (Scotland) Act and organisational priorities. 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: • Data and insight management. Further information about these skills can be found ODP Competency framework | SSS - Social Security Scotland. Experience: To be successful in this role, you will bring demonstrable experience and a proven track record in the following areas: • Application and use of appropriate mechanisms to enhance performance and quality, leading teams to deliver impressive results in a challenging environment of Ministerial and stakeholder scrutiny • Influencing and challenging key stakeholders in order to drive performance improvement. Behaviours: • Managing a Quality Service (Level 4) • Changing and Improving (Level 4) • Communicating and Influencing (Level 4) • Leadership (Level 4) • Making Effective Decisions (Level 4) Find out more about Success Profiles Behaviours here Introduction - Success profiles: candidate guide - gov.scot. Success Profiles - Hiring Manager Training | SSS - Social Security Scotland How to Apply Apply online, you must provide a CV and a Supporting Statement (of no more than 1500 words) which provides evidence of how you meet the skills, experience and behaviours listed in the Success Profiles above. Your CV should consist of your career history including any key achievements in each role. Your CV will be used to provide further context on your Supporting Statement and scored against the success profile elements listed. For guidance and information on how to construct your application (CV, Personal Statement and Behaviours), you are encouraged to visit Civil Service Careers website. If invited for further assessment, this will consist of an interview and a presentation based on the success profile elements stated in the advert. Interviews are scheduled for w/c 17 th March, subject to change. Reserve List: In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 9 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 per week, with hybrid working arrangements. This role requires a minimum of two days per week in the Dundee or Glasgow office. Fairly frequent travel between the two sites will be required and other travel may be required as per business requirements. 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, 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 recruitmentsocialsecurity.gov.scot Apply Before: Thursday 27 th February 2025 at 23:55 Contact Name: Kirsty Craig Contact Email: Ki rsty.craigsocialsecurity.gov.scot