Head of Performance and Operational Control

Job summary

We have a great opportunity to join our Service Delivery Directorate as Head of Performance & Operational Control. Through inspirational leadership, operational expertise and strong strategic grip, lead the Performance & Operational Control Team (POC) as CSG’s (Customer Services Group) central performance, insight and control function. The postholder will establish and embed a high-performing national function that brings together workforce planning and resource modelling, business intelligence and analytics, benchmarking, quality and complaints insight, risk integration, project coordination and continuous improvement to support a more unified, consistent and customer-focused service.

The role is pivotal to the successful operation of CSG and forms part of the wider senior leadership community, supporting delivery of organisational objectives through stronger performance discipline, better governance, earlier risk visibility, more effective use of customer and operational insight, and the successful implementation of transformational change. The postholder will provide strategic and tactical advice to the Head of Service Delivery for CSG, ensuring leaders can manage using live data rather than hindsight and that decisions are informed by evidence, customer insight and clear operational standards.

Job description

This role will play a central part in enabling the One CSG model by creating a single source of truth for performance, embedding daily, weekly and monthly leadership routines, reducing variation between teams, improving productivity and supporting visible, inclusive leadership across the service.

Main duties include;

• Providing confident leadership across the CSG performance landscape, motivating and influencing managers and senior leaders to achieve shared goals, improve operational grip and strengthen accountability for service performance, quality and customer outcomes.
• Develop and embed POC as the single source of truth for CSG performance by bringing together demand, first contact resolution, complaints, quality, customer sentiment, workforce planning, risk and delivery tracking into a coherent performance framework.
• Establish and maintain live visual performance reporting and dashboards that support real-time operational management, executive oversight and early intervention.
• Lead workforce planning and resource modelling across CSG, using data, forecasting and scenario planning to support decisions on deployment, productivity, resilience, skills and future service demand.

Building and maintaining strong relationships across CSG, Service Delivery and the wider business, collaborating with key stakeholders to influence priorities, improve data quality, align service standards and support delivery of HMLR’s customer, people and operational strategies.

Engaging with external networks, professional bodies and relevant comparators to identify good practice, strengthen benchmarking and inform the development of a modern, efficient and customer-focused service.

Please see attached job description for full role specification.

Person specification

To be successful in this role you will have;

• Demonstrated leadership in delivering high-performing operational and strategic outcomes through data-led performance management, workforce planning, forecasting and resource modelling, using business intelligence and performance insights to drive service improvement, optimise productivity, manage risk and inform evidence-based decision-making in complex operational environments.
• Demonstrated leadership in delivering results through others by engaging and influencing senior stakeholders, building capability and securing buy-in for improvement priorities, while fostering a culture of collaboration, continuous improvement and operational excellence that drives high performance, quality outcomes and customer-focused delivery.
• Experience of working across dispersed, multi-site or matrix environments and influencing performance.
• Strong understanding of governance, benefits tracking and improvement monitoring, including the ability to support business planning, reporting and investment assurance.
• Knowledge of quality assurance, complaints insight, root cause analysis and operational risk management, and the ability to integrate these into a coherent performance and assurance framework.
• Experience of designing and delivering performance, reporting and governance frameworks for senior leaders and governance boards, providing a clear, trusted source of insight to support decision-making, accountability and continuous improvement
• Experience of working with and influencing a wide range of stakeholders, including senior leaders, operational colleagues, subject matter experts and corporate partners, to develop and deliver strategically aligned performance and control arrangements.
• Demonstrated strong judgement and evidence-based decision-making in complex operational environments, using performance, service and customer insights to identify risks, prioritise improvement opportunities, strengthen performance controls and enhance the effectiveness and impact of service delivery.
• Experience of translating strategy, performance data, customer insight and operational priorities into practical plans, actions and measurable outcomes that can be understood and owned across a service.

Behaviours

We'll assess you against these behaviours during the selection process:

• Seeing the Big Picture
• Making Effective Decisions
• Leadership
• Communicating and Influencing
• Changing and Improving

Benefits

Alongside your salary of £61,923, HM Land Registry contributes £17,939 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

https://www.gov.uk/government/organisations/land-registry/about/recruitment#what-hm-land-registry-can-offer-you

#WeAreHMLR
At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.

We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.

• We have integrity – we value honesty, trust and doing the right thing in the right way.
• We drive innovation – we are forward-thinking, embrace change and are continually improving our processes.
• We are professional – we value and grow our knowledge and professional expertise.
• We give assurance – we guarantee our services and provide confidence to the property market.

You can find more information on our rewards package on our website.
https://www.gov.uk/government/organisations/land-registry/about/recruit…

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