Head of Commercial Process Transformation in Telford

Locations: Leeds, Liverpool, Salford-Trinity Bridge House, Telford.

HMRC are going through a massive transformation programme, embracing new technology and placing the customer at the heart of everything we do. As part of that wider transformation, all core services are being challenged to improve better service at a lower cost.

This is an exciting time for HMRC Commercial. We have just completed the discovery element of our Core Services Review Transformation Programme, which led to a series of recommendations to improve the service Commercial provides to its customers, strengthen risk control, enhance service delivery, and increase value.

HMRC has around 400 FTE working within the end-to-end Commercial function, although not all are within the Commercial Directorate, which can lead to fragmented delivery with inconsistent cross-functional issues in ownership, risk, capability, and data, limiting efficiency and effectiveness. This role will be looking at the overall Commercial function, and so experience of end-to-end Commercial outcomes is essential.

The discovery work led to 7 specific areas of improvement:

• Commercial Process Standardisation & Simplification (IRQ)
• Central Commercial Enablement Team
• Simplification & Targeted Automations
• Third-Party Risk Maturity Team
• Prime & Subcontractor Assurance Framework
• Business Continuity & Operational Resilience
• Capability & Training Pathways

This new role combines both subject matter expertise and delivery and will be fundamental to the implementation of the recommendations, delivering and maintaining an enhanced Commercial service. The role will sit within Commercial Operations and is an exciting opportunity to be “hands on” and really drive service transformation.

Your expertise and experience will be needed to engage with all parts of HMRC, and a key element will be building relationships with non-commercial colleagues and bringing them along on the journey. You will be a subject matter expert within the Commercial profession but also have a track record of delivering transformation programmes within the Commercial environment.

This is a senior leadership role with full ownership of a multi-faceted Third Party Risk Management/Integrated Risk Questionnaire (TPRM/IRQ) implementation across HMRC. There is no direct line management responsibility; however, you will be responsible for the delivery of the transformation in partnership with our chosen delivery partners, so credibility and experience in having delivered transformation within Commercial functions is a necessity to establish the credibility and gravitas needed.

The role has significant influence across multiple directorates, platforms, and senior stakeholders with HMRC who currently receive the Commercial services.

As part of the Commercial transformation, the 7 recommendations focus around 3 key areas:

• You will lead the implementation of an Inherent Risk Questionnaire [IRQ] to establish a consistent baseline of third-party risk.
• You will also be accountable for the implementation and maturity of TPRM processes, ensuring alignment to HMRC policy and regulatory requirements.
• A core part of the role is orchestrating multiple platforms and tools to deliver a joined-up TPRM operating model.
• You will drive the simplification of complex, fragmented processes and reduce end-to-end cycle times to improve assurance, efficiency, and the experience for our business areas.
• Delivering a more joined-up commercial service with simplified front door entry, easier artifacts to follow and eliminate duplication/hand off across the end-to-end customer journey.
• You will operate at pace, using data and evidence to make decisions and demonstrate impact to stakeholders, and critically have the skills and gravitas to take non-commercial colleagues with us on this service transformation.

Experience required:

• Experience of Commercial Third Party Risk Management/IRQ transformation leading to better business outcomes.
• Experience of building new gateways/front doors into the Commercial function across large scale organisations.
• Experience of commercial transformation within a large organisation from design through to implementation including strong experience of improving Commercial operating models, processes or services to deliver better outcomes for customers and stakeholders.
• Experience on how AI can be used in a Commercial environment to improve efficiency and outcomes.
• The ability to build credibility via strong leadership with and influence senior stakeholders across multiple business areas.