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Operational Delivery

Senior Operations Manager – 72150
£51,767 – £59,590


We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:


JOB TITLE:          Senior Operations Manager
PAY BAND:         Grade 7
REPORTING TO:     Director of Operations 

The Criminal Injuries Compensation Authority (CICA) is an Executive Agency of the Ministry of Justice (MoJ). Our role is to provide compensation for victims of violent crime according to rules set out by Parliament in the Criminal Injuries Compensation and Victims of Overseas Terrorism Schemes. We administer these Schemes in Great Britain on behalf of the UK Ministry of Justice and the Scottish Government. 

We have a great opportunity for a leader with strong analytical ability and a passion for achieving effective outcomes at pace for customers, who will play an important role in delivering justice to those injured or bereaved through violence. For the right candidate, it is a role which offers breadth to demonstrate your skills, an opportunity to develop your operational delivery profession capability and will be highly rewarding. 

This role requires strong leadership and well-developed interpersonal skills as it involves working with a number of high level internal and external stakeholders. 

Does this sound like you? If so, we want to hear from you.

It is an exciting time to be part of the senior leadership team at CICA as we drive forward our commitment to providing a sensitive, fair and efficient service, delivered in a modern hybrid working environment. The Senior Operations Manager has an important contribution to make to our transformation, supporting the Director of Operations in fostering a culture of continuous improvement and creating an environment where our people work in a trauma informed way. 

This role is a senior role within CICA and is responsible for managing the delivery of a full range of performance and planning actions, productivity analysis and quality assurance to support the Director of Operations and the effective working of all operational delivery colleagues. As delegated by the Director, you will lead identified workstreams for operational business planning, performance forecasting, workforce management, oversight of operational commercial contracts and key liaison with governance and corporate services teams to ensure operational delivery resources are deployed effectively. You will lead an operational support team to ensure our Operations Teams are able to operate efficiently and effectively to deliver CICA strategic objectives and provide a sensitive, fair and efficient service to victims of violent crime.  

Through your role within CICA, you will be a member of the Ministry of Justice leadership community giving you access to a wide range of joint-working and development opportunities. 

We are based in Alexander Bain House, Glasgow with a hybrid working offer where a typical employee works 2-3 days a week in the office.



•    To be a visible, positive and competent leader and role model ensuring high professional standards and behaviours across operational teams.
•    Lead the day-to-day operational delivery of the Operational Support responsibilities and resources, planning and managing the physical resources that ensure the team is fully equipped and fit for purpose.
•    Collaborate across teams to ensure operational targets are met and skills are balanced to enable optimal outcomes.
•    Maintain and develop personal and team professional knowledge through membership of Operational Delivery Profession.

Business planning and delivery

•    Lead the operational planning process and production of team workplans plans for the Director in conjunction with the Operations Senior Management Team.
•    Oversee the monitoring process of the operational workplans to ensure delivery against the plan, highlighting any risks to delivery. 
•    Produce robust business cases and option appraisals to support decision making, incorporating appropriate information, costings, analysis and risks.
•    Maintain a workforce capacity planning model to drive effective use of the operational teams.
•    Routinely monitor and report to the Director on workforce capacity against service demand and provide practical advice and support to managers on resourcing options, liaising with Finance and Corporate Services colleagues as appropriate.
•    Ensure that procedures and ways of working are customer focused and that casework and operational processes and systems across the service are regularly reviewed and developed to drive a culture of continuous improvement.
•    Build business intelligence reporting frameworks and use performance data and customer insight to drive performance and engage with the programme of continuous improvement to optimise operational processes and improve applicant experience.
•    Lead the quality assurance function to ensure accuracy and consistency in decision making.

Corporate Responsibilities

•    Support the design and development of the CICA business transformation programme and with the Director of Operations manage their implementation into live operations.
•    Implement and monitor progress of identified savings proposals in agreement with the Senior Management Team, to meet required levels of savings.
•    Build strong engagement with key stakeholders including Scottish Government and His Majesty’s Court and Tribunal Service.
•    Work with government and external auditors as required.
•    Lead as Senior Business Owner for all external contracts within Operations Team, working closely with Commercial and Contract management Directorate to manage contract pipeline and evaluate contract performance to ensure quality and value for money.
•    Lead contact for business continuity, liaising with colleagues in Corporate Services to ensure appropriate plans are in place and tested regularly.

The post-holder will also deputise for the Director of Operations.

Person Specification

Essential criteria

You must be able to demonstrate:

•    Successful leadership in a customer facing service where you have delivered an enhanced customer experience and inspired your people to achieve improved customer outcomes.
•    Experience in building business intelligence reporting frameworks and operate a system of controls and priorities using complex performance and budget data.
•    Confidence in analysing performance information to generate opportunities to boost productivity while maintaining quality and accuracy.
•    An ability to build positive working relationships with colleagues and with a range of internal and external stakeholders.
•    A commitment to your own and your team’s development which has delivered positive, value for money and benefits.
•    Robust personal resilience, flexibility and appetite to drive change.

Desirable criteria

•    Experience in developing contract specifications and evaluating contract performance. 

How to Apply

For stage 1 of the process, you must provide a personal statement (max 1250 words) providing evidence of the person specification.  Your personal statement should make clear your personal skills, qualities, experience and suitability for the role as described in the person specification. Please also attach your Curriculum Vitae (CV).

If successful at stage 1, you will be invited to interview (Stage 2). At this stage you will be tested on the following behaviours as set out in the Civil Service Success Profiles.  Please ensure you understand the behaviours required for Grade 7 roles.


We will assess you against the following behaviours during the interview process:


Changing and Improving

Communicating and Influencing

Delivering at Pace

Seeing the Big Picture

Making Effective Decisions

As part of Stage 2, you will be asked to deliver a short presentation on one or more of these behaviours.  Further information and the presentation topic will be shared in the interview invite. 

Interviews will take place in our office at Alexander Bain House, 15 York Street, Glasgow, G2 8JQ.

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Subject to suitability, a reserve list may be established and reserve candidates may be considered for appointment if a further similar vacancy arises within 12 months. 

For more information about the role, please contact CICA Director of Operations


£51,767 - £59,590

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on ‘modernised’ terms in their current post or onto ‘unmodernised’ MoJ terms if they are on ‘unmodernised’ terms at their current post. Details will be available if an offer is made.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.


The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.


The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.


The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.


The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.


  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on GOV.UK or Childcare Choices. You can determine your eligibility at
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

The Civil Service embraces diversity and promotes equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: