OFFICIAL - SENSITIVE

JOB DESCRIPTION

Job Title	Senior Operations Manager - End to End case management (E2E) - IPP Taskforce, Panel chair support (PCS) and operational change
Department	Operations	Team	Panel Chair support, IPP taskforce
Job Grade	Grade SEO	Number of Posts	1
Reports to	Head of Operational development
Job Purpose	As Senior Operations Manager - PCS and IPP taskforce (Imprisonment for Public Protection) End-to-End Case Management, the post holder is accountable for the timely and efficient progression of parole reviews in line with business KPIs. Working closely with other Senior Operations Managers, the post holder leads the implementation of the operating model and drives continuous improvement to ensure the effectiveness and compliance of case management processes. The post holder oversees the Panel Chair Support and End-to-End Case Management teams, which are central to the delivery and ongoing development of the Parole Board operating model. As a senior operational manager, the role carries shared responsibility for operational leadership and performance, including the preparation and planning of paper and oral hearings, oversight of case management teams, and delivery of auxiliary operational functions. This includes exercising delegated authority under Rule 4 - supporting members to improve case oversight, and overseeing staff onboarding and training. The post holder applies strong knowledge of relevant policies and procedures to lead high-quality delivery, using data and insight to inform decision-making. They build effective relationships with Parole Board members, staff, and stakeholders, manage risks and change proactively, and work closely with the Head of Operational Development and partners to drive continuous improvement in operational performance.
Scope of Responsibilities:	The post holder is responsible for leading the Operations Hub to deliver efficient, high-quality case management in line with the Parole Board’s strategic objectives. Ensure the Operations Hub provides effective secretariat support for paper and oral hearings, progressing cases to meet KPIs and taking consideration of budget. Lead operational teams, exploring scalable support models for Panel Chairs and aligning support to member workload. Drive integration of Member Case Assessment and Oral Hearing processes to strengthen end-to-end delivery and operational efficiency. Monitor performance, analyse data, and implement improvements to maintain consistency, compliance, and cost-effectiveness. Build and maintain strong relationships with Parole Board members, staff, and stakeholders, ensuring effective governance and risk management. Oversee staff onboarding, training, and development, and lead teams through operational change. Represent the Operations hub at strategic and operational forums and ensure adherence to policies, guidance, and escalation processes.
Primary Deliverables	To ensure Operations Hub delivers: An effective secretariat to support the Parole Board membership for the purposes of paper reviews and oral hearings. To ensure cases are progressed to enable the Operations hub to meet the relevant Key Performance Indicators. To ensure changes to the operating model are properly implemented, tested and benefits realised. Ensure all operational activity aligns with the organisation’s business objectives. Ensure that operational outputs are delivered within the allocated budgets of the Operations Directorate.
Person Specification	A key member of the Senior Operations Management Team, contributing to strategic and operational leadership across the Parole Board. Drive the strategic integration of Member Case Assessment and Oral Hearing processes to strengthen end-to-end case delivery and operational efficiency. Implement a balanced and scalable support model for Panel Chairs, underpinned by enhanced case management through delegated authority, ensuring equitable alignment of support to member workload. Lead and manage operational teams to deliver business activities in line with the Parole Board Business Plan and agreed operational objectives. Build and maintain positive relationships with Parole Board members, ensuring they are effectively supported to undertake rigorous, fair, and timely risk assessments. Ensure Panel Chairs receive appropriate and consistent support from the secretariat to enable effective hearing delivery. Oversee panel sitting activity to ensure alignment with operational forecasts, working closely with the Head of Operational Development to ensure sitting plans and operational budgets are accurate and sustainable. Monitor and review performance indicators relating to the timeliness and effectiveness of Parole Board reviews, leading teams to meet and sustain performance expectations. Work collaboratively with other operational hubs to deliver business change initiatives that improve operational performance and efficiency. Engage with internal and external stakeholders to support improved performance and effective partnership working. Ensure all workstreams are streamlined, consistent, and evolve in a cost-effective manner across the Operations hub. Represent operational team interests as required at both operational and strategic forums. Attend and actively contribute to internal and external stakeholder meetings as required by the Senior Leadership Team.
Essential	Experience managing high caseloads and evolving teams in operational settings. Proven leadership in providing clear direction and delivering change aligned with business priorities. Skilled in using data to drive continuous improvement and evidence-based decision-making. Strong communication and influencing skills with internal and external stakeholders at all levels. Resilient, able to remain focused and positive under complexity and uncertainty. Confident in using IT systems (Excel, Teams, Word, PowerPoint) to analyse and report data and trends. Ability to interpret and apply policies and guidance, ensuring compliance and operational consistency. Competent in conducting challenging conversations professionally, following protocols and escalation processes.
Desirable	Proven understanding of the Parole Process Proficient knowledge of PPUD (Public Protection Unit Database) Experience of managing several diverse teams within a large operational department Experienced in business change management or continuous improvement methodologies.

Main Duties:

Lead Operational teams to deliver efficient, high-quality case management in line with the Parole Board’s strategic objectives.
Provide effective secretariat support for paper and oral hearings, ensuring case progression to meet KPIs and budget requirements.
Drive the integration of Member Case Assessment and Oral Hearing processes to strengthen end-to-end delivery and operational efficiency.
Ensure that all matters escalated to the Senior Operations Manager are dealt with promptly using a solution-focused approach.
Oversee the extended-duration cases (Aged cases) to be monitored and proactively progressed to conclusion with the Senior Operations manager acting as a key report and escalation point where needed.
Lead, manage, and develop operational teams, including onboarding, training, and performance management.
Lead, manage and develop teams to coach, and mentor staff, ensuring consistent capability development and effective succession planning across Operations teams and the wider organisation.
A key member of the Senior Operations Management Team, contributing to strategic and operational leadership across the Operations directorate.
Support a scalable model for Panel Chairs by aligning resources with member workload and drive the exercise of case management decisions using delegated authority under Rule 4.
Monitor and analyse performance data to drive continuous improvement, ensuring operational consistency, compliance, and cost-effectiveness.
Oversee the development of member activity to ensure alignment with the Workload Allocations Team.
Work collaboratively with all Senior Operations Managers across the Operations directorate to ensure an aligned approach and other hub to promote and increase knowledge and understanding.
Ensure best practice and learning initiatives for all staff in your area of Operational delivery.
To provide MI data in relation to active caseload, MCA throughput, decisions / outcomes, deferrals and adjournments, listings information, member utilisation and others, as necessary.
To ensure high standards of information and quality assurance are provided around all levels of casework and deliver agreed controls as indicated in the organisational risk register.
Build and maintain strong relationships with Parole Board members, staff, and stakeholders; ensure effective governance, risk management, and stakeholder engagement.
Ensure all operational activity aligns with organisational business objectives and realises the benefits of changes to the operating model.
Apply expertise in policies, procedures, and IT systems (including Excel, Teams, Word, PowerPoint) to support decision-making and operational oversight.
Lead teams through change and business improvement initiatives, using data and evidence-based insight to inform decisions.
Conduct challenging conversations professionally with staff and members, ensuring adherence to operational protocols consulting line manager where necessary.
Ensure that the excellence and achievements of staff are recognised and accurately reflected at timely performance monitoring reviews.
To confidently manage any attendance and performance issues in a timely manner, in line with Parole Board policies and procedures.
Represent and lead teams in external stakeholder engagement sessions and forums, as well as facilitate internal team-building sessions (away days) for team leaders.
Collaborate with other operational hubs and internal/external stakeholders to improve operational performance and deliver business change initiatives.
To assist with cross-hub analysis and / or ongoing organisation projects

working in relation but not limited to: quality assurance, member development, recruitment and onboarding, policy updates and implications on operational processes / procedures, litigation chronologies, complaints, victims related work, communications and engagement, CEO Business Manager queries, assisting with Parole Board student placements, and overseeing and arranging all oral hearing observations.

Represent the Operations Hub at operational and strategic forums and proactively prepare and contribute to stakeholder meetings.
To oversee the management of relevant Parole Board guides/guidance documents.
Produce review reports on operational projects and activities to update Senior Leadership Team on ongoing progress.
To provide cover for the line manager, including attending senior meetings on their behalf and working with the COO and CEO as appropriate in the absence of the line manager. Ensure line management is appropriately informed and escalates key risks, updates, and developments to the Senior Leadership Team. Respond to all emails and telephone enquiries promptly and professionally, providing knowledge and advice where required.
To complete all Mandatory Civil Service-Learning courses and look to develop yourself utilising other learning resources available.
Ensure line management is regularly kept abreast of key updates and developments in business area.
Respond to all emails and telephone enquiries promptly and professionally, providing knowledge and advice where required.
Ad hoc duties as directed by line manager or senior leaders, where necessary.

Behaviours

We will assess you against these behaviours during the selection process:

Seeing the Bigger Picture
Leadership
Communicating and influencing

Accessibility

The Parole Board is a disability confident recruiter. Accessibility requests will be carefully considered and, where reasonable, actioned.

Whilst the Parole Board office is principally located in London, and, for the purposes of organisational management and administration, it is not required to conduct business in Welsh. However, the Parole Board welcomes applications from candidates who speak Welsh and English as part of its commitment to treat both languages on a basis of equality in the conduct of public business and administration of justice in Wales, as far as is both appropriate and reasonable, and to reflect the community it serves.

Office requirements

This role is hybrid. You will be required to spend 20% of your time in person contact. For some SLT meetings as well as Operations team away days, you will be required to attend in person in London.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Experience and Strengths. At the interview stage you will be assessed against Behaviours and Experience.