Head of Process Improvement 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.

The Head of Process Improvement is a key leadership role within the Operational Delivery team driving process improvements that enhance efficiency consistency and user experience across operational processes including all tasks involved in end-to-end processing.

Leading operational colleagues in improving the delivery of services. Engaging with service users and providing insight through effective data collection. These roles are often fast paced challenging and varied.

They will be responsible for developing and implementing aContinuous Improvement (CI) Plan including tying in with governance structures ensuring benefits are tracked and recorded and ensuring compliance with data protection obligations. Specifically theRecord of Processing Activities (ROPA)as outlined by the Information Commissioners Office.

A core part of the role involves overseeing and developing the training team to ensure it is well-positioned to support operational delivery across the organisation while fostering a culture of continuous learning and capability building. The postholder will also be responsible for driving improvements that align with Disclosure Scotlands strategic priorities including the public service reform and the Five-Year Scheme.

Key Responsibilities

The postholder reports directly to the Director of Operations they will directly manage 1x B3 (Change Manager) and 1x B2 (Training Team Manager) overseeing a team of 3.

Collaboration is central to this role. The postholder will work closely with the Head of Operations and Compliance the Head of Customer Service and the Head of the National Barring Service to ensure strategic and operational alignment. They will also partner with Digital and Operations teams to identify and implement digital solutions and automation opportunities ensuring operational processes are future-ready efficient and customer-focused.

Operational Improvement

• Lead process reviews to improve efficiency consistency and user experience across operational delivery.

• Resolve issues affecting service performance and customer satisfaction.

• Support strategic initiatives including the 5-Year Scheme Service Improvement and Data Strategy

• Collaborate with Digital and Operations teams to implement improved processes automation and digital solutions.

• Partner with Digital and Operations teams to explore automation and digital enhancements

Continuous Improvement (CI) and Governance

• Develop and lead a Continuous Improvement (CI) Plan

• Providing operational data to facilitate internal discussions to identify recommendations for future improvement priorities.

• Set up governance to manage CI Champions activities and ensure accountability.

• Monitor and report on benefits from improvement initiatives.

• Ensure compliance with data protection including ROPA requirements.

• Prepare analysis of the outcomes from reviews drawing out themes messages and conclusions.

• Work towards moving to process reviews across the organisation

• Support effective engagement with a range of stakeholders developing agendas and notes analysing evidence to support discussion and presenting findings from continuous improvement work.

Training and Capability Development

• Manage and develop the training team to support operational delivery.

• Promote continuous learning and skills development.

• Align training with operational and strategic needs.

People Leadership and Collaboration

• Collaborate closely with other Heads of Departments to ensure alignment across improvement strategies and delivery.

• Champion a culture of improvement and innovation.

• Build team resilience and support succession planning.

• Contribute to the delivery of organisational strategy as part of the Heads of Department team.

Working Pattern