Operational Performance Quality Lead
Operational Performance Quality Lead
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Job Description
As Operational Performance & Quality Lead youll report to the Head of Operational Performance Quality and Planning in Social Security Scotland. You will support the development and implementation of appropriate operational support mechanisms to enhance performance and quality within the Client Services Delivery division of Social Security Scotland.
The work is crosscutting complex and high profile so you will need to demonstrate an ability to deliver impressive results in a challenging environment.
Through engaging with Operational Leads and other key stakeholders you will help to improve the delivery of our services by providing insight from operational data and presenting and implementing mechanisms to enhance performance and quality across all our benefits.
As a leader in Social Security Scotland youwill embed a culture of fairness dignity and respect for colleagues and clients promoting the benefits of a diverse workforce while making sure that all our people can develop and grow capability across all teams.
Responsibilities
Responsibilities
Operational Performance and Quality:Lead and give direction to the team delivering on workstreamstosupport theimplementation of appropriate performance and quality improvement methods to align with our approach on expected performance.
Leadership:Inspire and influence operational teams to implement improvements to achieve operational excellence and ensure we are delivering on our businessasusual objectives.
People Engagement:Embed a culture that values diversity supports development and promotes fairness. Demonstrate these objectives whilst working with stakeholders across the division at all grades.
Stakeholder Relationships: The work will be important to Agency performance overall and Executive Team will be key stakeholders. You will support the Head of Operational Performance Quality and Planning in developing and maintaining this relationship. You will work in partnership with Fraud and Error Team Operational Improvement Team business change and data analysis teams to identify and drive forward improvements.
Data and Insights:Able to source validate and analyse a range of relevant information and data (using data tools like Excel) presenting it objectively to inform decision making. Uses data to regularly evaluate delivery performance (e.g. dashboards) and to highlight trends or risks which could impact service delivery or stakeholders. Ensures team handles data securely and manages data security in line with all legal and organisational requirements.
Qualifications
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:
1. Data & Insight (Level: Practitioner)
2. Connections & Communication (Level: Practitioner)
You will demonstrate the following skills within the ODP Competency framework SSS Social Security Scotland.
Behaviours
Changing and Improving (Level 4
Leadership (Level 4
Making Effective Decisions (Level 4
Managing a Quality Service (Level 4
You can find out more about Success Profile Behaviours here.
How to apply
Apply online by submitting your CV and Supporting Statement (of no more than 1000 words) demonstrating how you meet the skills experience and behaviours outlined above.
If shortlisted you will be invited for further assessment which will include 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 either Glasgow or 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 .
Find out more about our commitment to diversityand how we offer support and recruitment adjustmentsfor 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 Guidefor 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.
Apply Before: Wednesday 16th April 2025 at 23:55
Contact Name: Resourcing Team
Contact EMail:
Employment Type
Full-Time
