As Operations Manager for Performance and Planning at Social Security Scotland, you will report to the Operational Performance & Quality Lead and play a key role in developing and implementing operational support mechanisms that drive performance and quality across the Client Services Delivery division.
This is a high-profile, cross-cutting role requiring the ability to deliver meaningful results in a fast-paced and complex environment. You will engage with Operational Managers and key stakeholders to analyse operational data, provide actionable insights, and implement improvements that enhance service delivery across all benefits.
You will provide day-to-day operational support, fostering a culture that reflects our core values of fairness, dignity, and respect. Promoting diversity and inclusion, you will ensure all staff are supported to grow and develop their capabilities.
We are looking for someone who is energetic, adaptable, and able to build trust and lead by example. The ability to respond flexibly to changing priorities is essential to succeed in this dynamic and evolving role.
- Leadership and Line Management:
Lead and foster a performance culture, setting a clear sense of direction for Client Services Delivery teams. This includes oversight of quality assurance, performance and attendance management, and fostering a culture aligned with our values of diversity, fairness, and inclusion. - Operational Delivery:
Ensure adaptability to evolving launch schedules and new benefit rollouts. Support the implementation of performance and quality improvement methods that align with organisational objectives and expectations. - Performance and Quality Management:
Monitor and manage the performance of operational teams to ensure the consistent delivery of accurate advice and high-quality service. Use data tools (e.g. Excel) to source, validate and analyse performance data, evaluating delivery trends, identifying risks, and informing decision-making through dashboards and reports. - Culture and People Engagement:
Embed a culture of engagement and inclusivity that values continuous development and demonstrates fairness at all levels. Act as a role model in upholding our Charter and values, ensuring that staff feel supported and respected in their work environment. - Stakeholder and Relationship Management:
Work in partnership with internal and external stakeholders, including the Executive Team, Fraud and Error Team, Operational Improvement Team, and Data and Business Change teams. Collaborate to identify service improvements, manage change impacts, and ensure minimal disruption from systems issues and service releases. - Governance and Data Security:
Ensure all teams manage data securely and in compliance with legal and organisational standards. Promote a culture of data accountability, ensuring insights are used ethically and effectively to support service delivery improvements.
Success Profiles
Success profiles are specific to each job, and they include the mix of skills, experience and behaviours candidates will be assessed on. Find out more about how we assess the Success Profile elements
Technical:
- Data and insight - Practitioner
- Connections & Communications - Practitioner
Further information about these skills can be found here Core ODP Skills - Operational Delivery Profession
Behaviours:
- Seeing the big picture - (Level 3)
- Making effective decisions - (Level 3)
- Changing & Improving- (Level 3)
Find out more about Success Profiles Behaviours here
How to Apply
Apply online, you must provide a CV and a Supporting Statement (of no more than 1000 words) which provides evidence of how you meet the skills, experience and behaviours listed in the Success Profiles above.
If shortlisted, you will be invited for further assessment, which will include an interview and presentation.
We aim to provide feedback on request. However, if we receive a large number of applications it may not be possible for us to provide specific feedback on your application. We will provide feedback on request to candidates who attend an interview/assessment.
Expected Timeline (subject to change)
Sift – w/c 23rd June 2025
Interview – w/c 14th July 2025
Reserve List
In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 12 months.
About Us
Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from all walks of life in Scotland. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we serve. Find more about us here.
We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.
As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.
Working Pattern
Our standard hours are 35 hours per week, and we offer a range of flexible working options, depending on the needs of the role. We embrace a hybrid working style where all colleagues will spend time in either our Glasgow or Dundee offices. We will consider requests for part-time and term-time working patterns, subject to business requirements.
If you have specific questions about the role you are applying for, please contact us.
Equality Statement
Social Security Scotland are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.
Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at [email protected]
Find out more about our commitment to diversity and how we offer support and recruitment adjustments for anyone who needs them.
Further Information
This role is only available to existing permanent civil servants who have successfully completed their probation period within Social Security Scotland, or the broader Scottish Government.
Find out more about our organisation, what we offer staff members and how to apply on our Careers Website.
Read our Candidate Guide for further information on our recruitment and application processes.
The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade.
If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via [email protected]
Apply before: Thursday 19th June at 23:55
Contact Name: Resourcing Team
Contact E-Mail: [email protected]
