30315 - Operational Risk and Assurance Manager

HMCTS is responsible for the administration of the criminal, civil and family courts and tribunals in England and Wales and non-devolved tribunals in Scotland and Northern Ireland. We believe justice is the foundation of a safe, fair and prosperous society and we are creating a justice system that works for everyone.

We are in our second year of an ambitious six-year programme to reform the courts and tribunals system. Together, we are changing how we work to ensure that our justice system continues to lead and inspire the world, with a service that works better for everyone. Our newly refurbished Courts and Tribunals Service centres (CTSC) are the administrative offices of the future. Providing hubs for telephony, assisted digital, case progression and hearing support, these centres will provide a consistent national service that enables cases to move through to conclusion smoothly and that provide the right support to the local judiciary.

This is a 12 month fixed term position overseeing the quality monitoring and complaints functions across our CTSC to drive improvement in service delivery and user satisfaction. The post holder will also support in managing risk and ensuring consistency in operational activity by holding Operations teams across all CTSC sites. The post holder will be expected to travel between CTSC sites. The base locations are either Birmingham, Stoke-On-Trent or Loughborough.

Key Responsibilities:

-Manage the CTSC responses to internal and external audits, establishing action plans

-Develop systems for monitoring and reporting on quality of service across operational activity

-Provide assurance on quality and complaints against performance standards/KPIs and comment on variances and recommend actions

-identify learning opportunities and service delivery improvement and work with Corporate centre and Head of Service Improvement on design and implementation.

-Develop proactive risk management strategies and work with Heads of operations and Service Improvement on the effective implementation of these across CTSC sites and functions.

-Provide expert technical advice and recommendations to CTSC SMT on risk management and mitigation, identifying issues and proposing recommendations and solutions to inform their decision making.

Knowledge, Skills and Experience:

-Knowledge and experience of appropriate systems for implementing and managing quality frameworks (Essential)

-Experience of managing risk and assurance frameworks on a business-wide scale (Essential)

-Ability to translate and present complex data with authority and make it accessible for a wider audience. (Essential)

-People management skills with staff spread across different sites

-Continuous improvement knowledge and experience to evaluate teams training materials

-Ability to analyse risk and benefit in a fast paced environment.

The starting salary for this post is £30989

Existing civil servants salary will be in accordance with current pay policy rules