B1 Operational Improvement Team Manager

Client Services Delivery is the main operational delivery division within Social Security Scotland. Our teams deliver a wide range of benefits and services to those most in need across Scotland.

As an Operations Improvement Team Manager you will be part of a team that drives and delivers operational change and improvement whilst implementing the design and delivery of benefits in Social Security Scotland. Your work will support live services to clients and applicants through online and telephone enquiries as well as handling applications for the people of Scotland.

Reporting to the Operations Improvement Manager (B2) the post holder willbe responsible fora wide range of continuous improvement and future benefit design activities. This includes but is not restricted toidentifyingand analysing improvement opportunities to enhance efficiency and performance of our current and future operations.

The role also has a strong focus on governance. You will create andmaintaina range of governance documentation including RAID (Risks Assumptions Issues and Dependencies) logs. To succeed you will need a good understanding of the operational environment and the ability to work closely with a range of stakeholders.

You will also manage the delivery and ongoing development of the service offering. This includes influencing change shaping future service design and improvements along with improving the client experience within an operational setting.

In some instances this role will line manage colleagues of A4 grade.

In this role you will be joining the Operational Delivery Profession which is a recognised Civil Service profession and the largest profession within Social Security Scotland. As a client facing organisation delivering benefits to the people of Scotland being part of the profession recognises theimportant roleyou will undertake.

Responsibilities

• Analysing and interrogating information for a range of sourcesidentifyingtrends collating information and presenting findings clearly.
• Supportingdelivery of services to clientsdemonstratingflexibility andabilityto adapt in response to shifting timelines and challenging launch and release schedules.
• Enhancement ofcolleague engagement by supporting and promoting a culture of accountability of deliveryin line with our values. Building on the culture and values of the organisation as enshrined in our Charter.
• Responsibility for delivery of complex messages clearly and effectively both in written and verbally to a range of audiences.
• Creationmanagementandmaintenance ofgovernance documentation for all workstreams-including identifyingcapturingand recording risks and issues.
• Providing line management and support to A Band colleague(s) where applicable.
• Leading a team by supporting motivatingcoachingand developing.
• Managing the performance wellbeing and development of your team and promote their successes.
• Ensuring effective performance and attendance management robust quality assurance and focused wellbeing discussions through monthly conversations mid-year review and end-year reviews.

Success Profiles
Success profiles are specific to eachjoband 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:

• Delivery and decision making at pace (Level: Working).

Further information about these skills can be found hereCore ODP Skills - Operational Delivery Profession

Experience:

• Operational/delivery experience of Social Security Scotland benefits is essential.

Behaviours:

• Managing a Quality Service (Level 2)
• Communicating and Influencing (Level 2)
• Delivering at Pace (Level 2)

Find out more about Success Profiles Behaviours here Introduction - Success profiles: candidate guide - .

How toApply
Applyonlineyou mustprovidea CV andaSupporting Statement(of no more than1000words) which provides evidence of how you meet the skills experience and behaviours outlined above.

Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful factuallyaccurateand taken directly from your own experience. Where plagiarism has beenidentified(presenting the ideas and experiences of others or generated by artificial intelligence and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.

Please seeourcandidate guidancefor more information on acceptable and unacceptable uses of AI in recruitment.

If invited for further assessment this will consist of an interview and an in-tray exercise.

Should a large number of applications be received an initial sift may be conducted using the CV and Supporting Statement on the first Behaviour Managing a Quality Service (Level 2). Candidates who pass the initial sift will have their applications fully assessed.

We aim to provide feedback on request. However if we receivea large number ofapplicationsit 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.

Information Session
We are holding a candidate information session for this role onTuesday10th at12:00 -13:00where we will be talking about:

• The Operational Improvement Team Manager role and team
• About Social Security Scotland
• Our recruitment process
• Q&A with the hiring manager

Join the information session here

Expected Timeline (subject to change)
Sift w/c 23rd February 2026
Interviews w/c 9^th and 16th March 2026

Reserve List
In the event that there are more successful candidates than posts available a reserve list will be kept for up to12months.

AboutUs
Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from allwalks of lifein 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 more about us here.

We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more aboutwhat we offer.

As part of theUK Civil Servicewe uphold theCivil Service Nationality Rules.

Working pattern
Our standard hours are 35 hours perweekand 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. 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 mayrequirethroughout the recruitment process andduring the course ofyour employment should you be successful in securing a post. If you feel you mayrequireassistancewith any part of our recruitment process please contact us at

Find out more about our commitment todiversityand how we offer and supportrecruitment 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 or the broader Scottish Government.

Find out more about our organisation what we offer staff members and how to apply onourCareers Website.

ReadourCandidate 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 18th February 2026at 23:55pm

ContactName-Resourcing Team
Contact Email-