Background
HMCTS is a continually changing organisation. Strong leadership is a critical element in this being successful. As a leader within HMCTS the jobholder must provide clear directions and focus, visibly championing the changes which deliver greater efficiencies. HMCTS Directors expect all managers to operate in a culture of openness and honesty, demonstrating a commitment to change through involvement and empowerment, and by delivering results.
As an Operations Manager within HMCTS the jobholder must provide clear direction and focus, visibly championing the changes which deliver greater efficiencies. This is to be achieved through a commitment to four key principles: continuous change, LEAN principles, managing uncertainty and improving performance. All those appointed to new roles in HMCTS must be wholeheartedly committed to this and evidence this in their application.
Be accountable for day-to-day operations across a number of functions within the cluster.
Develop and implement strategies which deliver organisational changes.
Establish a consistent and customer-focused service.
Ensure effective deployment of resources to live within allocated budget.
Design, build and maintain effective liaison with judiciary, user groups and representative
organisations, representing the cluster manager where necessary.
Work with managers across the cluster / region to ensure cohesive cross-Cluster delivery.
Act as Responsible Officer as required.
Establish and enhance effective working relationships with the judiciary, 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.
Ensuring compliance with HMCTS values, policies and procedures (including diversity, attendance and
discipline, HMCTS Assurance Programme) and contribute to ongoing development.
Perform Responsible Officer duties. This may include any of the following activities:
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.
Provide visible leadership to managers and staff and role model engaging behaviours and challenge non-engaging behaviour in managers.
Leading by example, coaching, supporting and developing staff and guiding them through a substantial and significant change.
Ensure managers across the cluster 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 innovative proposals for introducing policy change, drawing on best practice for managing change.
Working with Cluster Delivery managers to develop business plans for Cluster
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.
To have a comprehensive knowledge of functions undertaken within the Cluster, to support the development and review of policies and procedures.
To provide specific functions as directed by line management in line with the SOP for providing that service.
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.
Reporting directly to the Cluster Manager.
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.
Locational Appointment
Appointments and reserve list for this campaign will be managed in accordance with location preference/s, as indicated in your application. We will appoint in merit list order for each location outlined in the vacancy and hold a separate locational reserve list for each of these locations. After appointments have been made using this locational appointment process, any remaining candidates who met the benchmark for the role will remain on a locational reserve list in accordance with their preferences for 12 months. Please only indicate preferences where you are prepared to work. If you are subsequently offered a role from the reserve list for a location preference indicated in your application and decline it, you will be removed from the reserve list for the vacancy, across all locational preferences.
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 services to customers in:
Face-to-face roles in HMCTS, for example a court usher.
Contact Centre roles in HMCTS for example call center 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.