Chief Operating Officer

This is an Executive Committee level position that contributes to the corporate leadership, strategic direction and management of the VOA. The role reports to the agency's Chief Executive Officer and is a key member of the VOA's Executive Committee. The post holder has direct responsibility for a large part of the VOA's operational budget, totalling some £79m, and for delivering strong business performance across the Agency's operational business streams, while modernising the way services are delivered in line with the Agency's strategic objectives. The post holder currently has line management responsibility for two SCS Pay Band 1s, who between them are responsible for over 2400 people across the various business areas in 35 locations in England, Wales and Scotland. The Chief Operating Officer fulfils a vital role at the heart of the VOA and is responsible for the successful delivery of the mainstream operations across the Agency. The post holder will play a key role in ensuring that the Agency plans and manages strong business performance across the Agency's operational business streams, while modernising the way services are delivered in line with the Agency's strategic objectives., Within the wide span of responsibilities this role involves, key activities and accountabilities include:

• Ensuring effective delivery of VOA operational objectives and service delivery for customers and clients against key service measures, achieving operational targets within the financial budget, and managing operational risks.
• Accountability for performance across all operational services, driving productivity and timeliness while embedding quality and service excellence. Working with Operational Senior Leadership Team to increase productivity and encourage innovation and continuous improvement.
• Ensuring that new ways of working are effectively implemented across operations and that benefits from transformation programs are realised through improved productivity and performance, supporting the Agency in achieving value for money.
• Driving continuous improvement of our operational services by working with colleagues across the Agency to deliver improved ways of working and provide operational excellence to our customers.
• Overseeing strategic operational planning, including decisions around work and resource deployment, to ensure efficient and consistent service delivery to customers while managing competing and changing priorities across the entire operational portfolio.
• Leading and developing teams across various professions, from highly technical property specialists to skilled Customer Service Centre colleagues, in a geographically dispersed environment.
• Leading people through change and improving the engagement of operational colleagues during a significant transformation by ensuring collaboration on the development and successful implementation of change.
The role requires strong leadership skills to gain credibility and engagement from colleagues and stakeholders. Working for the Civil Service The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. The Civil Service is committed to attract, retain and invest in talent wherever it is found. This vacancy is part of the Great Place to Work for Veterans initiative.

Please note, the role will involve travel. There is an expectation that SCS will spend over 60% of their working week in the office.