OFFICIAL - SENSITIVE

JOB DESCRIPTION

Job Title	SEO - Senior Operations Manager - Specialist case team, Victims/Summaries and Public hearings
Department	Operations	Team	Specialist case team Victims & Summaries team Public hearings
Job Grade	Grade SEO	Number of Posts	1
Reports to	Head of Operational Development
Job Purpose	As Senior Operations Manager of the Specialist cases, Victims, Summaries and Public hearings, 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 will drive the implementation of the operating model and continuous improvement to ensure the effectiveness and compliance of case management processes. The Senior Operations Manager in this area will oversee the case work in the following areas: TACT and TACT connected cases. Noteworthy, high profile offline Public hearings Special advocate cases, Sensitive non-disclosure Revelation meetings and closed proceedings Mental health cases Power to detain Victim Observation applications The post holder will be responsible for improving process to maintain the efficiency and effectiveness of the Parole Board’s handling of TACT and specialist cases, making sure these are managed in line with the developing policies and protocol. They will be responsible for ensuring that systems evolve in line with changing legislation and in-house operational requirements. The post-holder will need to be adaptable to ensure that systems and processes are regularly reviewed to meet the needs of the organisation. They will liaise with senior officials and security partners, including the Attorney General’s office, Special advocates support office and will play a key role in the management of “subject of interest" cases and those of particular concern. They will be the senior point of contact for Parole Board members and will ensure the smooth running of hearings in open and closed settings. The post-holder will be well versed in the relevant policies and procedures and will lead a team to deliver high quality work. They will analyse complex and sensitive data, identifying patterns and trends and make decisions on the findings. They will ensure that the work they do is handled with the sensitivity that is required while building and maintaining good working relationships with stakeholders and partner agencies. This is business critical role which will deliver against the Board’s strategy to manage all Terrorism Act (TACT) cases and other specialist cases in line with pilot/business as usual protocols. The postholder will ensure any new processes are designed and implemented in good time, and guidance produced. The post holder play a role in developing these roles which will be intrinsic to the fundamental review of the Parole Board Operating model. The posted will lead on a business-critical project. You will need to ensure that any cost associated with the development of any team are properly recorded. 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 key 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. Support colleagues that are leading on the 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. Ensure data evidencing input and output is regularly provided across all work areas to inform resource and succession planning. Represent the Operations hub at strategic and operational forums and ensure adherence to policies, guidance, and escalation processes. Oversee Parole Board policies, guidance, and agreements on third-party related information ensuring all internal and external related processes are reviewed and updated accordingly. To maintain relationships with victim-related organisations, venues for public hearing/closed court hearings, key stakeholders in the National Security Division and Security partners. To represent the Parole Board with accurate, up-to-date information to enhance engagement and understanding with key and relevant stakeholders. To ensure that all workstreams are streamlined and evolve in a cost-effective way. The post holder should ensure consistency in case management and operational delivery across the Operations hub.
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 within own area. To ensure cases are progressed to enable the Operations hub to meet the relevant Key Performance Indicators. 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. Overseeing offline cases and in some cases managing high-profile offline cases as required by line manager. Overseeing reputational risk cases and keeping line manager abreast of any risks. Leading Public hearing related meetings. Attending Public Hearing meetings and hearings including case conferences where required. Strengthening processes and capabilities of Specialist case team working in line with the NSD departments. Overseeing the record keeping and auditing spreadsheets, Forward Looks and Pipeline. Attending/Leading Effective Practice Sessions in area of work. Maintaining security clearances under the relevant protocols. Continuous improvement and development of process under the Boards Transparency agenda including Parole Board decision summaries, Victim observations and redacted decision once under business as usual process.
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. Drive support 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 key 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. Implement and develop the use of artificial intelligence in casework to reduce costs, focusing on generic Parole Board decision summaries while maintaining human quality assurance checks in line with guidance.
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. Experience of handling sensitive information and understanding the Government Security classification Post holder holds Developed Vetting clearance/or is willing to undertake the Developed vetting process.

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.
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.
Support 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.
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/colleagues 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.
Lead and manage a specialist team focused on victim transparency and engagement.
Act as the escalation point for complex victim enquiries.
To lead a team on the day-to-day management of parole cases for prisoners who have been involved with terrorism-related activity, and other case types and quality assure their work.
To critically review information provided by the Secretary of State in relation to terrorist prisoners to ensure that sensitive and prohibited material is correctly classified and withheld as appropriate.
To process directions for the appointment of Special Advocates to prisoner hearings if needed, and liaise directly with Attorney General’s office, Parole Board members and other senior officials, including security services.
To ensure that CLOSED hearing proceedings are handled sensitively, and revelation meetings supported by parole board secretariat support.
To keep the Board Legal advisor and Head of Operational development abreast of all cases where a Special advocate has been appointed.

Behaviours

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

Seeing the Bigger Picture
Leadership
Changing and Improving

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.

Clearance

The post holder may need to complete Developed Vetted clearance to ensure they are able to manage material at the highest Government Security Classification where necessary.