Head of Service Excellence, Planning & Performance

In recognition of the hurt caused by the infected blood scandal and highlighted by the Infected Blood Inquiry (IBI),
the government has accepted the moral case for a compensation scheme to pay compensation to those infected and affected. This is a unique opportunity to shape, design and implement the organisation for a new Arm’s Length Body (ALB) – the Infected Blood Compensation Authority and build high performing teams.
Are you driven and ready for a short-term opportunity to make a real impact? This is a challenging and fulfilling role that requires pace, impact, sensitivity, and compassion.
Opportunities to move to the new Infected Blood Compensation Authority (IBCA).
At the moment all IBCA roles are hosted by Cabinet Office within the Civil Service. However, once IBCA becomes operational, it is anticipated that most of these roles will transfer to IBCA, which is a new Arms Length Body (ALB) separate from the Cabinet Office. Roles that transfer to IBCA from Cabinet Office will maintain the same or substantially the same terms and conditions of employment that are overall no less favourable. It is anticipated that employees who move from Cabinet Office to IBCA will be able to continue to participate in the Civil Service Pension arrangements with no break in their pensionable service. Roles commencing after IBCA has become operational will be with IBCA itself on similar terms and conditions. All successful candidates will receive full details of the terms and conditions of employment for their role with their formal job offer.
Please note that the mission of IBCA means that it is likely to be operational for a period of approximately 5 to 7 years, after which time IBCA will become a smaller residual service. When IBCA’s work begins to wind down, IBCA employees will receive support and practical guidance to find a new role, whether in the Civil Service, another Arms Length Body (ALB), or an external employer., This Head of Service Excellence, Planning & Performance role is a demanding but incredibly rewarding role which carries a high level of responsibility but also brings with it great variety and the opportunity to make a difference to the service we provide to people whose lives have been impacted by infected blood across the UK.
The Head of Service Excellence, Planning & Performance will work directly to the Director of Operations and is an influential senior leader in IBCA, expected to grow and maintain a high leadership profile, inspiring our people to keep them motivated and engaged to deliver the best possible customer service in a challenging environment.
They will lead a small, discrete team to provide operations centric counsel to the business, informed by data-led intelligence to help better understand current and future risks to service, inform effective decisions, enable effective forecasting and resource planning and identify high value continuous improvement opportunities, in addition to providing high quality evidence-based performance insight.
Strong people leadership skills and operational delivery background are key to the role, as are the ability to lead and embed cultural change and build strong stakeholder working relationships.
You will be required to support the detailed design and delivery of the roles and functions required to support operational delivery., To support the requirement to rapidly establish theoperational function, this role will be expected to operate flexibly to assist with the readiness activities required to set-up the operational delivery function alongside its day-to-day operational leadership once it is established.
The IBCA’s primary objective is to pay and support people who are eligible for compensation accurately, accessibly, securely, and speedily and you will be responsible for supporting and tracking key performance which both measure and report against these elements.
• They will operate with speed and agility to mine granular business intelligence in real-time, supporting Senior Leaders to make better informed decisions about live service issues and also inform future planning.
• Work at pace to establish new operational functions
• Implement systems and processes to enable accurate forecasting of demand and compile deployment plans which ensures our resources match demand.
• Proactive and inquisitive, they will draw on a wide range of intelligence to identify opportunities for improvement within the customer journey.
• Using well developed analytical skills, they will make use of best available quantitative and qualitative data to test hypotheses and derive credible insights.
• A confident and effective communicator, they will present findings and recommendations. They will create effective charts, graphs, and visuals.
• Develop key relationships
• Be confident in challenging and developing innovative and new ways.
• Develop the capabilities across the Planning, Performance and Assurance team, and effectively support them during periods of uncertainty, heightened pressure, and scrutiny.
• Develop the capabilities across the Planning, Performance and Assurance team, and effectively support them during periods of uncertainty, heightened pressure, and scrutiny
• Create an operational excellence environment to emphasise continuous improvement and optimisation to deliver value to our customers
• Analyse customer insights to enhance products and services to meet customer needs.
• Effectively supply to demand and deploy resources optimally to ensure efficient operations management., A reserve list may be held for a period of 12 months from which further appointments can be made.
Any move to IBCA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via recruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
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:
o UK nationals
o nationals of the Republic of Ireland
o nationals of Commonwealth countries who have the right to work in the UK
o 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)
o 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)
o individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
o 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).

Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
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You will have the following skills, knowledge, and experience:
• Expertise in the planning of supply & demand in a service delivery environment
• Understanding of effective performance management
• Understanding of effective workflow practices in a service delivery environment
• Ability to analyse and summarise operational data to support effective reporting
• Experience of delivering plans in a multi-channel organisation.
• Proven ability to understand, interpret and present complex performance information verbally and in writing.
• Experience of developing insight derived from analysis of data and understanding of the key factors driving performance.
• Experience of using evidenced based insights to drive performance improvements in fast paced environment

Alongside your salary of £55,403, Cabinet Office contributes £16,050 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
+ Learning and development tailored to your role.
+ An environment with flexible working options.
+ A culture encouraging inclusion and diversity.
+ A Civil Service Pension which provides an attractive pension, benefits for dependants and employer contributions of 28.97%.
+ A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.
As we build the operations team you will be expected to be based on site full time. Following this you will be expected to work from the office at least 80% of the time.