UK Research and Innovation
Salary: £29,923 per annum
Hours: Full time
Contract Type: Open Ended.
Location: Polaris House, Swindon, Wiltshire.
Closing date Monday 17th March 2025
Job Purpose
We are looking for an Operations Support Manager to join the UKRI Funding Services Operations team managing a team to support Award management within UK Research and Innovation (UKRI). UKRI is an independent, non-departmental public body, which invests over £8.9bn per annum in research and innovation.
As an Operations Support Manager, you will be responsible for managing one of the UKRI Funding Services Operations teams covering all award management (from award set up to award reconciliation) as well as managing the Global Talent Visa process on behalf of UKRI.
You will work as part of a team, with other Operations Support managers and senior colleagues within Funding Services, to maximise the operations performance delivery, customer satisfaction and ensure provision of the best possible professional service. This will include taking on and/or overseeing complex activities.
A key part of this role is people management; you will be managing a team of approximately 7 administrators. You will be responsible for the daily allocation and monitoring of administrator workloads so that activities are prioritised and actioned as required, as well as weekly capacity management and planning. You will have a responsibility to ensure all activities are delivered within agreed Performance Indicators and associated Service Level Agreements and be a point of escalation in customer management terms. This will be enhanced by stakeholder engagement and acting as a first point of contact for colleagues across UKRI, reporting any issues or trends of non-compliance through agreed reporting methods and working through issues to resolution. This will involve collaboration with the Business & Process Support team as part of our commitment to ‘right first time’ and Continuous Improvement.
Activities will depend upon the area that the job holder occupies as agreed with line management, and the role will be supplemented by several SMART objectives.
Depending upon the volumes and business requirements, staff can be redeployed to ensure business continuity and performance are met.
Role Responsibilities
The Postholder will be responsible for:
* Ensuring the delivery of award management processing activities against delivery targets; acting as a role model to encourage development of high performing individuals and teams.
* Providing support and guidance on end-to-end Awards processing ensuring:
o accurate and timely delivery as aligned with required timelines.
o appropriate resource is available as needed for Operations teams.
o risks/issues which could impact on grant maintenance and administration are highlighted to relevant Managers.
* Build and apply knowledge, skills and expertise to support the Operations team, feeding into the SOPs, COPs, SharePoint and KnowledgeBase as required.
* Enhance stakeholder experiences, specifically by acting as a point of contact for UKRI colleagues in a Business Partner capacity to maintain regular engagement, provide professional guidance and expertise on the grants function and resolve issues.
* Implementation of changes based upon regulatory or policy requirements e.g., a change to the system, updates from business rules, process changes due to continuous improvement initiatives.
* Managing the GTV function, ensuring that applications are administered, reviewed and endorsed within the requirements of the SLA and Home Office legislation.
* Actively contribute to or manage elements of corporate projects and initiatives e.g. TFS, etc.
* Input to and provide guidance on continuous improvement and project activities within their area of expertise, ensuring outcomes are actioned and benefits realised.
* Coach, develop, performance manage and motivate a team of people to achieve personal and corporate objectives, including quality monitoring output, resource and capacity planning, skills development and contributing to the Service Delivery succession, ensuring staff have access to the necessary training for grants, so that there are no single points of failure and skills are maintained to a high standard.
* Ensure a very high level of quality is maintained through appropriate checks as part of the Risk and Quality framework, feedback and reporting.
Note: Other activities and objectives will be set with the line manager to align with role responsibilities and requirements.
Person Specification
Essential:
GCSE level or above/relevant experience (S&I)
Knowledge
* Experience of working in a high volume transactional and supporting organisation or a similar role. (S)
* A good understanding of the requirements of managing the performance and resources of a large team using PIs and SLAs. (S&I)
* Good knowledge of delivering a customer focused service operation. (I)
* Line management experience or equivalent. Demonstrable experience of people management skills, including conflict management, resource management, mentoring and coaching. (S&I)
* Ability to develop teams, setting clear goals and objectives for the team (SMART) in line with business needs. (S&I)
Skills & Experience
* Strong understanding of Research Councils and stakeholders’ requirements. (S)
* Knowledge of the end-to-end Award processes and Global Talent Visa process. (S&I)
* Skills in understanding of reporting and monitoring to identify trends and improve performance. (S&I)
* Demonstrable technical skills across a range of systems including, but not exclusive to (S&I):
o Microsoft products
o Backoffice systems
o SharePoint
o Oracle
o KnowledgeBase
Desirable:
* Understanding of how operational services interact with colleagues across UKRI. (S)
* Understanding of current back office systems. (S&I)
S - Criteria assessed at Shortlisting
I - Criteria assessed at Interview
S&I - Criteria assessed at both Shortlisting and Interview
About UK Research and Innovation (UKRI)
UKRI launched in April 2018, UKRI is a non-departmental public body sponsored by the Department for Science, Innovation and Technology (DSIT).
Our organisation brings together the seven disciplinary research councils, Research England, which is responsible for supporting research and knowledge exchange at higher education institutions in England, and the UK’s innovation agency, Innovate UK. Together we build an independent organisation with a strong voice and vision to ensure the UK maintains its world-leading position in research and innovation. More information can be found at www.ukri.org.
Choosing to come to work at UKRI means that you will have access to a whole host of benefits from a defined benefit pension scheme, excellent holiday entitlement, access to employee shopping/travel discounts and salary sacrifice cycle to work scheme. For more details, visit Benefits of working for UK Research and Innovation (UKRI).
The role holder will be required to have the appropriate level of security screening/vetting required for the role. UKRI reserves the right to run or re-run security clearance as required during the course of employment.
How we support EDI in the workforce
At UKRI, we believe that everyone has a right to be treated with dignity and respect, and to be provided with equal opportunities to thrive and succeed in an environment that enables them to do so. We also value diversity of thought and experience within inclusive groups, organisations and the wider community. For further information, please visit ‘How we support EDI in the workforce’.
Disability Confident Employer
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
How to apply
Online applications only preferred for this role. Please submit a CV and covering letter which clearly outlines how you fulfil the criteria specified along with your motivation for UKRI and the role. Ensure that the job reference number is included in the filename description of each document uploaded. Note that failure to address the above criteria or submit an application without a covering letter may result in the application not being considered. Assessment will only be based upon the content of your submitted covering letter and CV and not the ‘experience’ section of the application.
UKRI seeks to ensure it creates and maintains a system of openness, fairness and inclusion – a collaborative, trusted environment, which is attractive to and accessible to everyone who is interested in developing their career with us.
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