Deputy Director Strategic Debt Design & Delivery, Debt Management

Job summary

As Deputy Director Strategic Debt Design & Delivery, you will play a key leadership role in shaping and delivering HMRC's strategic approach to debt management. You will lead the design and delivery of future-proofed customer and campaign journeys, bringing together existing teams into a single, cohesive function that improves both customer experience and operational effectiveness.

Job description

Key responsibilities include:

• Leading the development and delivery of Debt Management's strategic priorities to help reduce the tax gap and improve debt outcomes.
• Optimising prioritisation and performance, including the development of enhanced data analytics capability to drive better decision-making and performance insight.
• Accelerating delivery of Future Operating Model initiatives and supporting the transformation of debt management services.
• Identifying opportunities to improve performance, productivity and customer outcomes through innovation and continuous improvement.
• Developing governance structures and working with senior stakeholders across HMRC and government to deliver strategic objectives.
• Leading diverse teams across Campaigns & Remissions, Future Operating Model, Debt Analysis & Prioritisation, Operational Support and Model Office Operations, with responsibility for approximately 220 colleagues.

Person specification

Essential Criteria:

The successful candidate will demonstrate:

• Improving performance within a complex organisation using data, insight and performance information to support decision making and improve business outcomes.
• Experience of leading large-scale operational delivery
• A strong track record of designing and delivering strategic change, transformation or business improvement programmes.
• Strong stakeholder engagement and influencing skills, with the ability to build credibility and secure commitment from senior leaders across organisational boundaries.
• Experience of leading and developing large, geographically dispersed teams and creating an inclusive, high-performing culture.
• The ability to operate effectively within complex and ambiguous environments, balancing competing priorities whilst maintaining a strong focus on delivery.

Desirable Criteria:

It would be beneficial for candidates to demonstrate:

• Experience of debt management, collections, financial recovery or a similarly complex customer-facing operational environment.
• Experience of working with government stakeholders or within a politically sensitive environment.
• Experience of delivering organisational change through future operating model design, service transformation or digital modernisation programmes.
• Experience of working in tax administration

Benefits

Alongside your salary of £86,000, HM Revenue and Customs contributes £24,914 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).

Pension

Your Civil Service pension is a valuable part of your total reward and is one of your biggest benefits.

When you join the Civil Service, you get access to the alpha pension with a generous employer contribution of 28.97% and some of the lowest member contributions in the public sector.

Please visit Civil Service Pension Scheme for more information.

Annual Leave and Bank Holiday Allowance​

25 days annual leave, increasing to 30 days after 5 years’ service (allowance pro-rata for part-time colleagues).

This is complemented by one days paid privilege leave to mark the King’s Birthday and is in addition to your public holidays.

Equality, Diversity & Inclusion ​

The Civil Service values and supports all its employees. At HMRC we want to create great places to work that are welcoming to all – where there is a strong sense of belonging and community.​

We embed inclusion in everything we do. Senior Civil Servants play a crucial role in promoting and maintaining inclusive behaviours, addressing disparities and reporting progress.

Our HMRC equality objectives 2024-2028 describe how we are working to become a more inclusive and representative organisation reflective of our values.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Selection Panel

James Miller, Director, Debt Management, HMRC

Steve Long, Executive Director, Customer Services Group, HMRC

Kirsty McArthur, Deputy Director FP&P, HMRC

Shortlist

The panel will assess the evidence provided in your CV and statement. Candidates whose applications best meet the essential criteria will be selected for interview.

HMRC is a Disability Confident leader and guarantees to interview candidates applying under the Disability Confident Scheme who successfully meet the minimum selection criteria outlined in the person specification.

Due Diligence

Candidates should declare any perceived conflicts of interest at application, and this may be discussed with you at interview.

Informal Conversation

Shortlisted candidates will have the opportunity to speak to James Miller prior to interview. This is an informal discussion to allow you to learn more about the role and is not part of the assessment process.

Assessment

If shortlisted, you will take part in the following assessments:

• Individual Leadership Assessment – a combination of psychometric assessments
• Staff Engagement Exercise – a presentation and Q&A with a representative staff group from across HMRC.

Assessments are designed to support the panel’s decision making and highlight areas for further exploration at interview and do not result in a pass or fail decision.

Interview

You will attend a panel interview for a more in-depth discussion of your previous experience and professional competence. This will include a 5-minute verbal presentation (further information will be issued in advance).

Interviews are expected to take place via Microsoft Teams.

Offer and Feedback

Unfortunately, due to the anticipated number of applicants for this role, we are unable to provide feedback to those not successful at shortlist stage.

Candidates