Director of Operations

The Director of Operations will provide inspirational leadership to a range of teams, responsible for building their capability to ensure they are highly skilled, leading them through significant change, ambiguity and in an agile \”test and learn\” environment growing from nothing into an Organisation which delivers in a high quality, trauma informed and user focussed service delivery organisation.
The Operations Directorate is accountable to the public and to Parliament for the successful and timely delivery of the scheme.
This role will be responsible for managing the tensions between providing sensitive treatment to victims, processing payment at speed, delivering a quality user-centred service with assurance and minimising opportunities for fraud.
This will include overseeing the translation of complex legislation into detailed guidance, process steps and scripts, and the systems and structure to ensure that all claims for compensation are assessed fairly, accurately, securely and as speedily as practicably possible.
This will include recruiting and training staff with the right skills and capabilities to deliver the scheme. This will not only be aimed at claim managers but establishing and implementing all required operational roles and functions; planning, counter fraud, internal review, complaints, resolution, etc
A key part of the role will be shaping the operational culture and values of the Infected Blood Compensation Authority, with a focus on respect, empathy and transparency whilst delivering a service with the user at the heart.
Job description
About Infected Blood Compensation Authority
In recognition of the hurt caused by the infected blood scandal and highlighted by the Infected Blood Inquiry (IBI), the government has accepted the moral case for a compensation scheme to pay compensation to those infected and affected.
The Infected Blood Compensation Authority will ensure payment is made in recognition of the wrongs experienced by those who have been infected by HIV, Hepatitis B or C, as well as those who love and care for them. They have been frustrated and distressed by the delays in achieving proper recognition, and we must help put this right.
Opportunities to move to the new Infected Blood Compensation Authority (IBCA). At the moment all IBCA roles are hosted by Cabinet Office within the Civil Service. However, once IBCA becomes operational, it is anticipated that most of these roles will transfer to IBCA, which is a new Arms Length Body (ALB) separate from the Cabinet Office. Roles that transfer to IBCA from Cabinet Office will maintain the same or substantially the same terms and conditions of employment that are overall no less favourable. It is anticipated that employees who move from Cabinet Office to IBCA will be able to continue to participate in the Civil Service Pension arrangements with no break in their pensionable service. Roles commencing after IBCA has become operational will be with IBCA itself on similar terms and conditions. All successful candidates will receive full details of the terms and conditions of employment for their role with their formal job offer.
Please note that the mission of IBCA means that it is likely to be fully operational for a period of approximately 5-7 years, after which IBCA will become a smaller residual service. When IBCA\’s work begins to wind down, IBCA employees will receive support and practical guidance to find a new role, whether in the Civil Service, another Arms Length Body (ALB), or an external employer.
Key Responsibilities

• Operational Leadership : Spearhead the design, development, and management of operational functions to deliver timely, accurate compensation to those affected. Lead a team of up to 800 operational staff whilst fostering a culture of collaboration and continuous improvement.
• Service Excellence : Develop and implement operational policies and procedures that enhance efficiency and ensure a trauma-informed environment for service delivery. Create a user-centred organisation dedicated to high-quality service.
• Fraud Prevention : Establish and oversee a robust counter-fraud strategy to safeguard the integrity of the compensation scheme. Collaborate with key stakeholders to identify fraud risks and implement effective mitigation strategies.
• Stakeholder Engagement : Build trust and confidence within the affected communities and engage with various stakeholder groups to ensure their needs are represented. Effectively communicate IBCA\’s mission and progress to external parties.
• Performance Management : Specify, monitor, and report against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to measure operational effectiveness. Lead the operational performance strategy to ensure targets are met.
• Capacity Building : Recruit, train, and develop a skilled workforce capable of navigating complex and sensitive cases. Ensure staff are equipped with the necessary skills and knowledge required to deliver effective compensation.
• Organisational Development : Play a key role in shaping the culture and values of the IBCA, ensuring that respect and empathy are at the forefront of operations. Oversee the operational directorate\’s transition from start-up to steady-state and eventual closure.

Person specification
It is important that, through your CV and supporting statement, that you provide evidence of the professional skills, breadth of experience and personal qualities for this post.
Essential Criteria:

• Proven experience in leading high-performing teams in large-scale complex operational environments.
• Strong background in operational management, with a demonstrated ability to balance competing demands such as compassion, empathy and efficiency.
• Experience in fraud prevention strategies and risk management.
• Excellent communication and stakeholder management skills with a track record of building trust within vulnerable communities.
• Exceptional leadership and people management skills, with the ability to inspire and motivate teams. Committed to building inclusive teams that reflect the diversity of the communities served.
• High level of political sensitivity and understanding of public scrutiny in service delivery.
• Resilience and adaptability in a fast-paced, evolving environment.

Benefits
Alongside your salary of £98,000, Cabinet Office contributes £28,390 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Benefits
Whatever your role, we take your career and development seriously, and want to enable you to build a really successful career within the Department and wider Civil Service. It is crucial that our employees have the right skills to develop their careers and meet the challenges ahead, and you\’ll benefit from regular performance and development reviews to ensure this development is ongoing. As a Civil Service employee, you\’ll be entitled to a large range of benefits.
This includes:

• 25 days annual leave on entry, increasing on a sliding scale to 30 days after 5 years\’ service. This is in addition to 8 public holidays.
• This will be complimented by one further day paid privilege entitlement to mark the King\’s Birthday;
• A competitive contributory pension scheme that you can enter as soon as you join where we will make a significant contribution to the cost of your pension; where your contributions come out of your salary before any tax is taken; and where your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire;
• Generous paid maternity and paternity leave which is notably more than the statutory minimum offered by many other employers;
• Childcare benefits (policy for new employees as of 5 April 2018): The government has introduced the Tax- Free Childcare (TFC) scheme. Working parents can open an online childcare account and for every £8 they pay in, the government adds £2, up to a maximum of £2000 a year for each child or £4000 for a disabled child. Parents then use the funds to pay for registered childcare. Existing employees may be able to continue to claim childcare vouchers, so please check how the policy would work for you here;
• Interest-free loans allowing you to spread the cost of an annual travel season ticket or a new bicycle;
• The opportunity to use onsite facilities including fitness centres and staff canteens (where applicable); and occupational sick pay.

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