Defence Business Services (DBS) - Senior Operations Manager

Job summary

Are you a dedicated person who is passionate about making a difference?

Would you like to work for the Ministry of Defence?

Defence Business Services (DBS) is one of the largest shared service organisations in Europe that provides a wide range of corporate services, to over 1.2 million end users, including serving and past military and families, as well as MoD civil servants and industry. DBS delivers large scale administration and smaller specialist services to enable the wider MOD to focus on its core aims, maintaining the UK’s Defence and Security. Services include Human Resources, Pay, Veterans, Finance and Procurement.

• Our Vision - To support UK defence customers with outstanding service every time.
• Our Mission - Together we will proudly support Defence, continuously improving and delivering flexible, timely, sustainable and value for money services that underpin the whole force and enhance operational capability.

DBS is committed to creating a great place to work for all our colleagues. We are building an inclusive culture and respectful environment that reflects the diversity of the society.

We want to maximise the potential of everyone who chooses to work for us through opportunities to develop your skills and experience. We also offer a range of flexible working patterns and support to make a fulfilling career accessible to you and offer a Civil Service pension with an average employer contribution of 27%. Where your role permits, we support a blended working approach alternatively known as hybrid working.

Come and join the DBS community today!

This position is advertised at 37 hours per week.

Job description

What do Armed Forces & Veterans Services (AFVS) do?

Work with delivery partners to provide a range of trusted and efficient services to both service personnel and Veteran’s communities. For current serving members of the Armed Forces this includes:

• Personnel support processes;
• Pay, Pensions and Allowances;
• The Joint Casualty and Compassionate Centre;
• The MoD Medals Office.

For service Veterans and their dependants we provide support by administering the Armed Forces Pensions Schemes, compensation payments for those injured or bereaved though service, and providing a package of welfare for Veterans. We also provide information and support to service leavers and their families as they leave the Armed Forces and transition to civilian life. We also manage the Ilford Park nursing home for Polish Veterans and their families.

We are an organisation which strives to deliver exceptional customer experience, robust Operational Delivery, Leadership and Management skills, which underpin our ways of working. This role is for a Senior Executive Officer, in Compensation Operations in Armed Forces and Veterans Services leading and managing operational end to end delivery of the War Pensions Scheme (WPS) against agreed KPIs. You will lead c.100 Civil Servants (grades AA-HEO).

Knowledge of the War Pension Scheme (WPS) or Armed Forces Compensation Scheme (AFCS) is desirable.

Responsibilities:

• Proactively lead and manage the operational delivery of all War Pensions or Compensation Scheme based work, ensuring resources are motivated, trained and focused on the best customer experience;
• Provide accurate, timely advice and information to make critical business decisions to ensure competing deadlines are met;
  Support DBS business governance protocols, including interpreting MI to optimise performance against KPIs, as determined within the DBS Operating Model and adherence to agreed process models;
• Build and maintain effective relationships with internal business stakeholders, OGDs, Third Sector partners and wider DBS and MoD to enable AFVS objectives to be delivered;
• Co-ordinate Continuous Improvement Programmes to ensure an effective contribution to drive better joined-up working, realising more efficient and improved customer experiences.
• Lead and inspire people through a significant change portfolio e.g. WPS Transformation and Recovery of acceptable holding levels ‘back to green’. Champion CI and wider change initiatives with energy and pace to assure positive customer experience.
• Support Senior Leaders in AFVS Operations, being flexible to changing demands.
• Adherence to DBS Policy and Procedure, timely and where appropriate effectively managed e.g., Supporting Attendance, Reward and Recognition, Performance Management, and Development to build capability.

Person specification

Applicants must be able to demonstrate:

• Experience of managing a large team and significant change in a complex organisational environment.
• Excellent Leadership Skills.
• Have highly effective written and oral communications and develop effective rapport with colleagues and representatives at all levels, including presenting to all levels.
• Excellent problem solving and analytical skills.
• Experience of strategic level Operational Delivery.
• Experience working in a customer facing organisation.
• We are looking for OpDel professionals who are confident and capable of leading, at the strategic level, to deliver through others, who can build and maintain effective working relationships, who enable an environment to motivate and empower and who are aware of wider business goals

Behaviours

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

• Leadership
• Changing and Improving
• Communicating and Influencing
• Managing a Quality Service
• Making Effective Decisions

We only ask for evidence of these behaviours on your application form:

• Leadership
• Changing and Improving

Benefits

Alongside your salary of £46,040, Ministry of Defence contributes £13,337 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).

• An environment with flexible working options Monday-Friday
• 25 days paid annual leave rising (1 day per year) to 30 days upon completion of 5 years’ service (pro rata). In addition to 8 public holidays per year, you will also receive leave for His Majesty The King’s birthday
• Hybrid working where role permits
• An opportunity to be considered for Reward and Recognition
• Family-friendly policies including - parental leave and adoption leave
• Learning and development tailored to your role
• Professional and personal development of skills
• A culture encouraging inclusion and diversity
• Minimum of 15 days special leave in a rolling 12 month period for volunteer reserve commitments
• Special paid leave to volunteer up to 6 days per year
• A Civil Service pension with an average employer contribution of 27%

The post does not offer relocation expenses.

External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period.

Where business needs allow, some roles may be suitable for a combination of office and working from home as part of a non-contractual hybrid working arrangement. All office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to site capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD workplace, will also count towards this level of office a