Head of Operations

The Head of Operations will undertake the strategic leadership and performance of across multiple locations, ensuring a highly effective and consistent service delivery. The role has considerable influence and responsibility across this service as well as significant people leadership responsibility. The postholder will have direct line management of the Deputy Head of Operations and indirect leadership of several hundred staff across the region. As the jurisdictional lead for Crime, the Head of Operations will work with colleagues, leadership teams, Judges, stakeholders and senior stakeholders to focus on developing the end-to-end service to maintain and improve performance., The Head of Operational Compliance and Performance Improvement plays a critical role in supporting the Operations Directorate's recovery planning and delivery, with a strong emphasis on ensuring operational compliance across all Courts and Tribunals jurisdictions. Reporting to the Deputy Director for Operational Performance and Compliance, you will be responsible for leading national coordination of recovery efforts, particularly those requiring cross regional collaboration or central intervention. Your role will encompass several key aspects (but not limited to):

• Provide strong, clear senior leadership within Courts & Tribunals in respect of operational performance and recovery on behalf of, and in support of, the Courts & Tribunals Director and Operations Director and in senior management meetings, with Courts and Tribunals Joint Unit (CTJU) and other cross cutting MoJ groups as well as in various Judicial forums.
• Provide strong, clear senior leadership within Courts & Tribunals in respect of operational compliance and assurance on behalf of, and in support of, the Courts & Tribunals Director and Operations Director. The role-holder will be responsible for managing and driving forward the 4 pillars of risk assurance: identification, rectification, embedding and assurance.
• Support the SRO Deputy Director in driving the strategy around risk and assurance and supporting work of Operational Compliance Steering Group (OCSG)
  Excellent leadership and relationship management skills with proven ability of delivering through others and leading large operational teams.
• Experience of operational/service management and supporting stakeholders/partners. The Head of Operations will engage effectively with internal stakeholders, the legal profession and external stakeholders in managing interactions with the wider community and the media.
• The ability to anticipate and identify strategic organisational issues and analyse and interpret statistical information to assess performance. The Head of Operations will be expected to take responsibility for the resolution of a range of complex problems, escalating only those which are outside of current policy area or level of authority.
• Excellent communication and customer service skills, understanding the needs of our end users reflecting the diverse needs of our customer base from professional justice partners to vulnerable victims and witnesses.
• Strong influencing, collaborating and negotiating skills to deliver excellent levels of service within the jurisdiction.
• A demonstrable track record of strategic planning and delivering significant change.

Head of Operational Compliance and Performance Improvement - Your role

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales and non-devolved tribunals in Scotland and Northern Ireland. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice. We're looking for individuals who are committed to public service and making a difference in people's lives to deliver justice.

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