Director of Transformation, Planning & Performance

It is an exciting time to join HMRC's Customer Services Group (CSG) in this key role as it undertakes large scale transformation. Responsible and accountable for leading the planning and performance of CSG, overseeing a number of functions, including Finance, Operational Delivery and Transformation, Workforce Planning and Quality Assurance, ensuring they all work collaboratively together to deliver the business’ key objectives. With great connections and relationships with both internal and external senior stakeholders, you will develop and implement strategies to maximise performance and drive transformation, whilst ensuring operational excellence and customer satisfaction.
Reporting to the Director General of CSG with a dotted line to HMRC’s Chief Finance Officer, the Director of TP&P will lead a workforce of circa. 400 people, directly managing four Deputy Directors and will be equally comfortable working in transformation, workforce planning, performance or financial management., Strategic Leadership & Execution
+ Setting the conditions for making CSG change for the better, linking into the wider HMRC strategy, finance and transformation work.
+ Fully accountable for all elements of business performance, achieving required expectations by effectively driving strategic key actions, continually reviewing performance against targets and measures of success, and efficiently deploying all the resources needed.
+ Collaboratively maps-out a comprehensive business plans that meets and/ or exceeds the strategic direction & objectives of the organisation.
+ Leads the strategic planning process, identifying opportunities to maximise performance, trends and reducing operational threats.
+ Uses data analytics to continually identify new areas of focus and monitors progress against key objectives and success measures, taking swift corrective action where needed to keep on course.
+ Identifies and drives the adoption of new digital technologies to improve efficiencies and economies throughout operational delivery and across the organisation, including providing the right framework, KPIs and metrics to challenge and hold Operations Management to account.
+ Ensures that the overall organisational goals and plans are aligned to the current and future operational needs of the business at Group level, while collaborating closely with senior executives.
+ Directs the development of operational policies, procedures, and quality standards that support the sound delivery & implementation across all operational business areas and programmes.
+ Represents the Director General in various boards and meetings with Ministers, building & maintaining strong and mutually beneficial partnerships with various stakeholders.
Business Delivery, Finance & Compliance
+ Drives financial performance by managing budgets, and optimising resource allocation to achieve the business’ revenue and business plans.
+ Monitors financial measures and implements corrective measures as needed to ensure targets are met or exceeded.
+ Reviews the overall progress of the business plans and exhausts all efforts to provide well-thought-of solutions to manage any risks or opportunities.
+ Proactively identifies and drives opportunities to maximise efficiency of resources, tackling areas of underperformance swiftly with definitive and effective actions.
+ Identifies and mitigates business risks, regulatory changes, and operational challenges.
+ Works collaboratively with Risk teams to develop and implement robust, effective risk management strategies to safeguard CSG’ reputation.
Stakeholder Engagement
+ Cultivates strong relationships with key stakeholders, including customers, Ministers, other government departments and across HMRC.
+ Supporting and challenging change propositions, working closely with Directors to ensure CSG and HMRC are able to invest with confidence and secure benefits and efficiencies, working in line with HMT guidance.
+ Leverages network to create opportunities for growth and development across the business, as well as helping to solve challenges.
+ Owning liaison with National Audit Office, Internal Audit and other external scrutiny bodies on behalf of the Director General, ensuring any recommendations are acted upon.
Engaged & Enabled People
+ Serves as a strong figure-head who inspires the organisation to maintain a positive and well-functioning work-environment that highly motivates teams to achieve and maintain outstanding customer experiences.
+ Builds and leads a high-performing team, fostering a culture of collaboration, innovation and accountability.
+ Ensures coaching, mentorship and professional development opportunities are available to employees to enhance team members’ skills and capabilities.
+ Leads by example and consistently demonstrates the HMRC values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction throughout the organisation, to be an excellent leader who makes a positive difference in people’s working lives.
+ Empowers the operational and support teams with the leadership and resources they need to successfully achieve their departmental objectives., This is a pivotal leadership role within HMRC’s Customer Services Group, unique in size and scale employing around 22,000 people, handling over 50 million customer calls and answering around 15 million items of customer correspondence every year. Demanding a strategic thinker with exceptional financial acumen, the successful candidate will oversee a diverse portfolio of functions, driving operational excellence and ensuring the organisation’s financial health and strategic direction. They will work closely with senior stakeholders, both internally and externally, to deliver impactful results and shape the future of HMRC.
The successful applicant will need to demonstrate relevant experience and effective delivery of the following Essential Criteria, + An application pre-sift will be conducted by Green Park, followed by an in-depth review by the Selection Panel.
+ The panel will assess all applicants against the criteria set out in the Person Specification and will shortlist those candidates who best meet the criteria for assessment and interview.
+ Shortlisted candidates will also have the opportunity of an informal conversation with Myrtle Lloyd. This isn’t a formal part of the process but an opportunity to gain greater insight into the role. This is optional but highly recommended.
+ Appointments are conditional upon candidates undertaking a Financial Probity check if shortlisted for final interview. Please refer to FAQs for further information.
Selection Panel
This is a Civil Service Commission led appointment, and the review and shortlist will be chaired by Elizabeth Hambley, Commissioner.
Panel members will include:
+ Myrtle Lloyd, Director General, Customer Services Group, HMRC (Vacancy Holder)
+ Justin Holliday, Chief Finance Officer, HMRC
+ Jo Mitchell, HR Director, Customer Service Group, HMRC
Assessments
If shortlisted for interview, you will be asked to take part in a Staff Engagement Exercise (SEE) and an Individual Leadership Assessment (ILA).
Assessments don’t result in a pass or fail decision. Rather, they are designed to support the panel’s decision making and highlight areas for further exploration at interview.
Full details of the assessment process will be made available to candidates if shortlisted for interview.
We will send you a copy of any report for any assessment that you may have undergone as part of the recruitment process (where applicable).
Interview
You will be asked to attend an interview for a more in-depth discussion of your previous experience and professional competence.
We will also ask you to prepare a 5-minute verbal presentation. Details will be issued in advance of your interview.
Interviews are expected to take place on week commencing 10 March 2025 and will be held in person at 100 Parliament Street, London (full instructions will be issued prior to interview).
Regardless of the outcome, we will notify all candidates as soon as possible once all interviews have concluded.
Feedback will only be provided if you attend an interview or assessment.
This role has a minimum assignment duration of 3 years. An assignment duration is the period of time a Senior Civil Servant is expected to remain in the same post to enable them to deliver on the agreed key business outcomes. The assignment duration also supports your career through building your depth of expertise.
As part of accepting this role you will be agreeing to the expected assignment duration set out above. This will not result in a contractual change to your terms and conditions. Please note this is an expectation only, it is not something which is written into your terms and conditions or indeed which the employing organisation or you are bound by. It will depend on your personal circumstances at a particular time and business needs, for example, would not preclude any absence like family friendly leave. It is nonetheless an important expectation, which is why we ask you to confirm you agree to the assignment duration set out above.

Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
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.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

+ Proven track record at senior or executive leadership level in operational planning, resourcing, delivering effective outcomes and enhancing organisational performance. This should be in a large (both scale and scope) and complex organisation (i.e. in a high-volume transaction business, contact centre, customer services or an environment with a strong customer focus) and have included financial management.
+ Demonstrable experience of transforming and driving change in service operations, both in terms of system adoption and behavioural change.
+ Strong business delivery acumen, numeracy and financial literacy (including financial management at a senior level) and data-driven decision making. Proven ability to lead and implement strategic business solutions, analyse complex data, and make informed decisions to achieve organisational goals.
+ Excellent leadership and interpersonal skills, with the ability to inspire and motivate cross-functional teams.
+ Exceptional communication and negotiation abilities, with a demonstrated aptitude for building and maintaining relationships with stakeholders at all levels.
+ Strategic thinker with a results-oriented mindset and a passion for driving continuous improvement and innovation.
+ Professional qualification in finance, statistics or operational research, or equivalent experience.

Alongside your salary of £98,000, HM Revenue and Customs contributes £28,390 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
+ 25 days annual leave on entry, increasing on a sliding scale to 30 days after 5 years’ service. This is in addition to your public holidays.
+ This will be complemented by one further day paid privilege entitlement to mark the King’s Birthday.
+ Interest-free loans allowing you to spread the cost of an annual travel season ticket or a new bicycle.
+ An environment with flexible working options.
+ A culture encouraging inclusion and diversity.
+ A Civil Service pension with an employer contribution of 28.97%.
+ Generous paid maternity and paternity leave which is notably more than the statutory minimum offered by many other employers.
+ Use of onsite facilities (where applicable).
+ Occupational sick pay.