Head of Operations C1

This opportunity is only open to applicants who are currently Priority Movers. Applications from individuals not currently on the Priority Mover list will be rejected and not considered.

Job Description:

The Head of Operations sits within the Operations Directorate and leads the areas responsible for delivering SAASs daytoday services including the contact centre application processing centre and supporting operational functions. These teams manage significant annual volumes with seasonal peaks and a high level of scrutiny from students Ministers and stakeholders.

You will set the direction for operational performance customer experience and continuous improvement leading multidisciplinary teams to deliver a resilient digitally enabled and customer centred service. As part of the senior leadership team the role translates organisational strategy into clear operational plans and drives the culture systems and processes that underpin delivery excellence within the Scottish Government framework.

Working closely with colleagues across Digital Policy Finance Risk and Communications you will ensure that operational insight informs organisational decisionmaking and that service delivery is aligned to corporate priorities and wider SG expectations. The role carries substantial leadership responsibility both in terms of people and operational risk management and requires a balance of strategic oversight and handson decision making during periods of increased demand.

Key Responsibilities

You will play a key role in strengthening operational capability driving process efficiency supporting digital transformation and ensuring that SAAS maintains a highperforming customerfocused service. There would be an expectation to foster a culture of continuous improvement proactive planning and dataled performance management ensuring that operational teams are equipped supported and empowered to deliver for students.

• Provide visible strategic leadership across SAASs operational functions including the contact centre processing centre and associated service teams.
• Set a clear operational vision aligned to organisational priorities and translate strategy into robust delivery plans standards and expectations.
• Lead highvolume service delivery to ensure students receive timely accurate and highquality support across all channels.
• Oversee operational performance using data forecasting and customer insight to make realtime decisions allocate resources and maintain service stability.
• Lead operational planning for peak periods ensuring capacity workforce and resilience plans are in place and wellmanaged.
• Drive continuous improvement redesigning processes reducing failure demand and ensuring operational efficiency and consistency.
• Develop operational leaders and managers ensuring they have the capability confidence and systems to support their teams effectively.
• Oversee quality assurance frameworks and customerexperience insight using trends and feedback to inform service improvements and address emerging risks.
• Ensure compliance with legislation regulatory requirements information governance standards and SG-wide operational policies.
• Build strong partnerships with Digital Policy Finance Risk and Comms colleagues to support integrated planning and organisational decisionmaking.
• Provide senior oversight of escalated or complex operational issues ensuring proportionate customercentred resolution and systemic improvement.
• Lead recruitment workforce planning and onboarding strategies to ensure operational teams are wellresourced skilled and futureready.