Deputy Director Resource Planning and Real Time Delivery - Birmingham

Reporting to the Director of Finance, Transformation, Planning and Performance (FTP P), the Deputy Director Resource Planning Real Time Delivery is a key leadership role responsible for shaping and delivering large scale workforce planning, resource scheduling and real time utilisation to support service improvement activity across Customer Services Group. The successful candidate will lead a large planning function, ensuring customer service frontline resources are aligned to customer demand and organisational priorities whilst driving continuous improvement, transformation and operational excellence.

Job description

• Lead the development and delivery of strategic and operational workforce plans that align resources, demand and organisational priorities.
• Drive the planning and service improvement agenda, embedding consistent, efficient and high-quality planning services across Customer Services Group.
• Provide leadership across workforce planning, forecasting, capacity planning, deployment planning and resource management activities.
• Ensure planning decisions are informed by high-quality data, insight and performance information, supporting effective decision making across the organisation.
• Lead the implementation of planning transformation activity and new ways of working to improve organisational effectiveness and customer outcomes.
• Work closely with senior operational leaders to balance customer demand, resource requirements and performance objectives.
• Oversee planning governance, performance reporting, forecasting accuracy and assurance arrangements across the planning portfolio.
• Build strong partnerships across Operations, Finance, HR, Strategy and other corporate functions to support delivery of business priorities.
• Lead and develop a large, geographically dispersed planning function, building capability and fostering an inclusive and high-performing culture.
• Contribute as a member of the senior leadership team, influencing strategic priorities and the future direction of planning services across Customer Services Group.

Person specification

The successful applicant will need to demonstrate relevant experience and effective delivery of the following essential criteria:

• Significant experience of leading workforce planning, scheduling, resource management, service improvement or operational planning activity within a large and complex organisation.
• Experience of developing and delivering strategic and operational plans that align resources, demand and organisational priorities to achieve business outcomes.
• A strong track record of leading large-scale transformation, continuous improvement or organisational change programmes, delivering measurable benefits and improved performance.
• Experience of using data, insight and evidence to inform decision-making, improve organisational performance and support strategic planning.
• Excellent stakeholder management and influencing skills, with the ability to build strong relationships and work effectively across senior leadership teams and complex stakeholder groups.
• Proven leadership experience, including building high-performing teams, developing capability and creating an inclusive, collaborative and performance-focused culture.

Desirable Criteria

• Experience of workforce planning, forecasting, capacity planning or resource deployment within a large customer-facing organisation.

Benefits

Alongside your salary of 86,000, HM Revenue and Customs contributes 24,914 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Pension

Your Civil Service pension is a valuable part of your total reward and is one of your biggest benefits. When you join the Civil Service, you get access to the alpha pension with a generous employer contribution of 28.97% and some of the lowest member contributions in the public sector.

Annual Leave and Bank Holiday Allowance

25 days annual leave, increasing to 30 days after 5 years service (allowance pro-rata for part-time colleagues). This is complemented by one days paid privilege leave to mark the Kings Birthday and is in addition to your public holidays.

Equality, Diversity Inclusion

The Civil Service values and supports all its employees. At HMRC we want to create great places to work that are welcoming to all - where there is a strong sense of belonging and community. We embed inclusion in everything we do. Senior Civil Servants play a crucial role in promoting and maintaining inclusive behaviours, addressing disparities and reporting progress.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.

Selection process details

Selection Panel

John Vickers, Director of Transformation Planning Performance and vacancy holder, HMRC
Steph Jary, Director of CSG Strategy and Change
Mel Clare, SHRBP

Shortlist

The panel will assess the evidence provided in your CV and statement. Candidates whose applications best meet the essential criteria will be selected for interview. HMRC is a Disability Confident leader and guarantees to interview candidates applying under the Disability Confident Scheme who successfully meet the minimum selection criteria outlined in the person specification.

Due Diligence

Candidates should declare any perceived conflicts of interest at application, and this may be discussed with you at interview.

Informal Conversation

Shortlisted candidates will have the opportunity to speak to John Vickers prior to interview. This is an informal discussion to allow you to learn more about the role and is not part of the assessment process.

Assessment

If shortlisted, you will take part in the following assessments:

• Individual Leadership Assessment - a combination of psychometric assessments

Assessments are designed to support the panels decision making and highlight areas for further exploration at interview and do not result in a pass or fail decision.

Interview

You will attend a panel interview for a more in-depth discussion of your previous experience and professional competence. This will include a 5-minute verbal presentation (further information will be issued in advance). Interviews are expected to take place in person at HMRC Bristol, 3 Glass Wharf, Temple Quay, Bristol, BS2 0EL.

Offer and Feedback

Unfortunately, due to the anticipated number of applicants for this role, we are unable to provide feedback to those not successful at shortlist stage. Candidates who are shortlisted and attend an interview will be offered feedback from a member of the interview panel. We will also send you a copy of the report for any assessment you have undergone. Feedback will only be provided if you attend an interview or assessment.

This role has a minimum assignment duration of 3 years. An assignment duration is the period of time a Senior Civil Servant is expected to remain in the same post to enable them to deliver on the agreed key business outcomes.

Security

Successful candidates must undergo a standard (or equivalent) criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.

Nationality requirements

Open to UK nationals only.

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 Commissions recruitment principles. The Civil Service embraces diversity and promotes equal opportunities.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found.