25175 - Operations Manager

Background

The National Compliance and Enforcement Service (NCES) forms part of HMCTS where this role is based. NCES responsibilities include the collection and enforcement of the proceeds of crime (confiscation orders).

Confiscation is a specialised and technical area of work and this role includes the operational management of six units based across England and Wales, as well as advising HQ and SMT on policy and legislative change relating this area of business. The role entails working closely with a variety of agency partners including the Home Office, the Crown Prosecution Service, the National Crime Agency and specialised police units.

The Regional Confiscation Units (RCUs) work very closely with both the Magistrates and Crown Courts and their associated legal teams, and the post holder will be required to develop strong working relationships with legal teams and the Judiciary in those areas. The RCUs are based in six locations (London, Folkestone, Birmingham, Port Talbot, Liverpool and Leeds) and the post holder can be based at any of these locations. Regular travel to London and to the individual RCUs will be required.  

Due to significant Ministerial interest in this area of work this is a high profile and varied role which will require the candidate to be dynamic, innovative and flexible.

There will be high expectations of all staff regardless of the job they do and the need for more robust performance management.

Band B staff will need to display a commitment to four key principles: Continuous Improvement, Change, Managing Uncertainty, and Improving Performance. All those appointed to these roles in HMCTS must be wholeheartedly committed to these principles.

Overview

HMCTS is a continually changing organisation. Strong leadership is a critical element in this being successful. As a manager within HMCTS you must provide clear direction and focus, visibly championing the changes which deliver greater efficiencies. The Heads of Operations in Enforcement expect all managers in the NCES to operate in a culture of openness and honesty, demonstrating a commitment to change through involvement and empowerment, and by delivering results.

The key purpose of the role is to

• Be accountable for day to day operations within your designated area
• Constructive contribution to Area, Regional and National Enforcement initiatives, taking delegated lead responsibility where required to support National Enforcement and Compliance Service

Key responsibilities

• Develop and implement strategies which deliver organisational change
• Establish a consistent and customer focussed service
• Ensure effective deployment of resources to live within allocated budget.
• Design, build and maintain effective liaison with judiciary, stakeholders, user groups and representative organisations and clusters, representing the Head of Enforcement Operations where necessary.
• Work with other Managers across NCES to ensure cohesive National delivery
• Act as Responsible Officer as required.

Operations

• Establish and enhance effective working relationships with the judiciary, clusters, supporting agencies, voluntary and user groups. Working with agencies to improve the level of service offered to users.
• Provide direction and close support to Delivery Managers, setting local priorities which are consistent with Regional and National priorities.
• Use Staff Survey Action Plans / local TU liaison / Staff Forums to effect good working relationships with staff and to improve service delivery and staff morale / motivation.
• Work collaboratively with all areas of the business to fully utilise MI, ensuring performance targets are monitored, reviewed and achieved.
• Manage conflicting demands through reprioritisation and negotiation, using the strengths of individuals and teams to achieve results.
• Be proactive in reviewing processes to identify improvements, understanding and managing associated risks; building on team strengths to deliver business outcomes and involve the team in developing plans and consistent messages.
• Accountable for ensuring Governance, risk management registers and contingency plans are in place and updated annually/monthly or as necessary/required.
• Ensuring compliance with HMCTS values, policies and procedures (including diversity, attendance and discipline, and contribute to ongoing development.
• Perform Responsible Officer duties. This may include any of the following activities:Apply LEAN principles, tools and techniques to working practices to ensure continuous improvement.
• Identify and implement solutions to local problems
• identify risks
• Ensuring IT/Workstation compliance at all times
• Ensure compliance with health and safety requirements
• Ensuring Risk Assessments take place at appropriate times
• Maintenance of an up to date Asset Register
• Ensure any issues regarding level of service for Estates Facilities Management are escalated to MoJ Estates
• Constructively manage complaints within set timescales, and ensure corrective action taken where necessary

Team leadership

• Provide visible leadership to managers and staff and role model engaging behaviours and challenge non-engaging behaviours in managers.
• Leading by example, coaching, supporting and developing staff and guiding them through substantial and significant change.
• Ensure managers within your team support the ongoing use of TIB’s and SOP’s and empower and develop staff to achieve the highest performance standards.
• Ensure the application of MoJ HR policies and procedures.

Developing new policies / processes, etc

• Developing innovative proposals for introducing policy change, drawing on best practice for managing change.
• Working with Heads of Enforcement Operations to develop business plans for the NCES.
• Take the lead in setting local priorities and objectives within the context of national/regional/area strategies and plans.
• Identifying and implementing solutions to complex local problems.
• Task or commission work to review and improve local processes.
• Assess the impact of new policies or processes on current performance.

Specialisms

• To have a comprehensive knowledge of functions undertaken within the NCES, to support the development and review of policies and procedures.
• To be able to lead teams based at different locations across a wide geographical area.

Financial Authority

• To monitor and control expenditure (as delegated), ensuring profiles are met and efficiencies made.
• Ensure effective deployment of resources to live within the allocated budget.

Accountability

• Reporting to NCES Confiscation and Enforcement Service Manager

Other duties

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

The post holder will be expected to work flexibly across the NCES to meet operational needs

Key Civil Service Competencies      

You will be required to provide evidence of the following key competencies at Level 3.

Seeing the Big Picture

• Be alert to emerging issues and trends which might impact or benefit own and team’s work
• Develop an understanding of own area’s strategy and how this contributed to departmental priorities
• Ensure own/team activities are aligned to Departmental priorities
• Actively seek out and share experience to develop understanding and knowledge of own work and team’s business area
• Seek to understand how the services, activities and strategies in the area work together to create value for the customer/end user

Making Effective Decisions

• Make decisions when they are needed, even if they prove difficult or unpopular.
• Identify a range of relevant and credible information sources and recognise the need to collect new data when necessary from internal and external sources.
• Recognise patterns and trends in a wide range of evidence/data and draw key conclusions.
• Explore different options outlining costs, benefits, risks and potential responses to each.
• Recognise scope of own authority for decision making and empower team members to make decisions.
• Invite challenge and where appropriate involve others in decision making to help build engagement and present robust recommendations.

Collaborating and Partnering

• Establish relationships with a range of stakeholders to support delivery of business outcomes
• Invest time to generate a common focus and genuine team spirit
• Actively seek input from a diverse range of people
• Readily share resources to support higher priority work, showing pragmatism and support for the shared goals of the organisation
• Deal with conflict in a prompt, calm and constructive manner
• Encourage collaborative team working within own team and across the Department.

Delivering Value for Money

• Recommend actions to achieve value for money and efficiency
• Cultivate and encourage an awareness of cost, using clear simple examples of benefits and how to measure outcomes
• Work confidently with performance management and financial data to prepare forecasts and manage and monitor budget against agreed plans
• Follow appropriate financial procedures to monitor contracts to ensure deliverables are achieved
• Monitor the use of resources in line with organisational procedures and plans and hold team to account

Leading and communicating

• Take opportunities to regularly communicate and interact with staff, helping to clarify goals and activities and the links between these and Departmental strategy.
• Recognise, respect and reward the contribution and achievements of others.
• Communicate in a succinct, engaging manner and stand ground when needed.
• Communicate using appropriate styles, methods and timing, including digital channels, to maximise understanding and impact.
• Promote the work of the Department and play an active part in supporting the Civil Service values and culture.
• Convey enthusiasm and energy about their work and encourage others to do the same.

Delivering at Pace

• Successfully manage, support and stretch self and team to deliver agreed goals and objectives.
• Show a positive approach in keeping their own and the team’s efforts focused on the goals that really matter.
• Take responsibility for delivering expected outcomes on time and to standard, giving credit to teams and individuals as appropriate.
• Plan ahead but reassess workloads and priorities if situations change or people are facing conflicting demands.
• Regularly monitor own and team’s work against milestones or targets and act promptly to keep work on track and maintain performance.
• Coach and support others to set and achieve challenging goals for themselves.

Operational Delivery in HMCTS

This role is part of the Operational Delivery Profession. Operational delivery professionals are the outward face of government, providing essential services to the public in a variety of roles. They work in many different departments and agencies across the breadth of the UK, delivering service to customers in

• Face-to-face roles in HMCTS for example a court usher
• Contact Centre roles in HMCTS for example call centre advisers
• Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and Courts and Tribunal Administration

Being part of the operational delivery profession means belonging to a cross-government community of people. This will offer you access to information on professional standards, skills development and qualifications to help you continue to improve your development and performance and expand your career options.