Job Title: Operations Manager

Pay Span or equivalent: SEO

About us

Are you interested in developing a career with a real purpose? We are looking for individuals who are committed to public service and to make a difference in people’s lives to deliver justice.  If this sounds like you, please apply.

HM Courts and Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Joining us is a chance to play a pivotal role in the smooth running of our courts, which give people and businesses access to potentially life-changing justice. Not only will your work be of crucial importance for those who use our services, you’ll be able to build a varied, challenging and rewarding career.

The key purpose of the role is to

• Be accountable for day-to-day operations across a number of functions within the cluster

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, 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.

Operations

• 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.

• Continuous Improvement principles, tools and techniques to working practices to improve efficiency of operations.

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 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 new policies / processes, etc

• Developing innovative proposals for introducing policy change, drawing on best practice for managing change.

• Working with Cluster Delivery managers to develop business plans for the 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.

Specialisms

• 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.

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 the Cluster 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.

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.