Senior Operations Leader

Job summary

Do you have an inquisitive mind? Do you enjoy engaging with customers? If so, we need you!

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy, and is responsible for helping people move into employment, supporting pensioners and protecting some of the most vulnerable people in our society. Counter Fraud Compliance and Debt (CFCD) aims to reduce fraud, error and debt within the benefit system, to protect the public purse.

As part of CFCD, you will be at the heart of DWP’s efforts to reduce fraud and error in the benefit system. This is a hugely important public service, and our challenge is greater than ever.

If you want to join an organisation that recognises the importance of work-life balance, where you can develop new skills and progress your career, then CFCD is the place for you.

Job description

• Lead a large, potentially geographically diverse team of Higher Executive Officers (HEOs), setting strategic business priorities and driving performance.

• Make sound, complex decisions at pace and instil technical knowledge in your team.

• Use initiative to seek solutions to problems; making interpretative judgements where circumstances fall outside of available guidance.

• Oversee business change, lead performance reviews, and drive continuous improvement.

• Build strong, collaborative relationships with senior representatives from other government departments and external bodies.

• Provide visible, effective leadership through regular site visits and clear communication.

• Motivate teams to operate flexibly, seek feedback, and personalise services for customers.

• Encourage creative thinking and collaborative working to drive innovation and service improvements.

• Ensure compliance with DWP policies and procedures, managing risk exposure.

• Be aware of HR policy and procedures carrying out the decision maker role on sensitive staff related issues.

Due to the geographically dispersed nature of this role, there will be occasional travel and overnight stays.

Person specification

• Strong leadership experience with the ability to lead through others and make sound business decisions at pace.

• Can communicate with clarity, conviction and enthusiasm with colleagues, partners and stakeholders to drive positive outcomes.

• Many of our teams are spread over a wide geography and you will therefore need to be skilled in leading, motivating and remaining visible to those teams.

• Experience in leading diverse teams through coaching and mentoring to improve service delivery.

• Ability to drive performance improvement and ensure compliance with performance management policies.

• Make quality outcomes a priority in everything we do.

• Have a flexible, agile outlook, able to innovate and display creative thinking.

• Proactive, resilient, and able to overcome difficulties.

• Ability to inspire and obtain buy-in from colleagues by encouraging discussion and initiative.

• Strong analytical skills and the ability to use management information to deliver against performance objectives.

• Empower and encourage a diverse workforce, providing opportunities for development and innovation.

• Have strong interpersonal skills, with a high level of emotional intelligence.

• Are honest, with integrity and probity, and have a personal demeanour that inspires confidence and loyalty.

• Hold a solid understanding of equality and diversity, and how it impacts upon service delivery.

• Have excellent, planning, delegation, and organisational skills, as well as strong negotiating and influencing skills.

• Demonstrate strong leadership by communicating clearly and enthusiastically with colleagues, partners and stakeholders to drive positive outcomes.

• Lead diverse teams through effective coaching and mentoring to improve service delivery.

• Monitor performance effectively, use sound analytical skills, and interpret management information to deliver against performance objectives while maintaining quality.

• Understand and engage with change, inspire colleagues, and obtain buy-in by encouraging discussion, initiative, and ideas in support of the long-term DWP vision.

• Have knowledge of risk assessment processes, business continuity planning, and diversity impact assessments.

• Empower and encourage your diverse workforce, providing real opportunities for people to develop their strengths and innovate.

Webinar event

We will be holding a webinar event to let you know more about this role. This will take place on 25/09/2026 between 12 noon and 1pm. Please follow the link to register for the session. 479482 Senior Operations Leader Candidate Session

** If the webinar page does not open, please check that pop-ups are enabled on your browser**.

Those who attend may be contacted following the event for evaluation purposes to improve our service.

Civil Service Careers

The attached link will take you to the Counter Fraud, Compliance and Debt website which gives you further information about these roles CFCD , Civil Service Careers.

Government Counter Fraud Profession (GCFP)

The DWP is committed to investing in people and ensuring their teams are a professional workforce. It is a requirement of counter fraud post holders within DWP to attain, and retain, membership of the Government Counter Fraud Profession (GCFP) at Practitioner level. This means if you are successful in applying for this role you will need to undertake an annual self-assessment to evidence your knowledge, skills, and experience within your role to attain and retain practitioner level membership. We provide post holders with a learning routeway to support them in achieving as well as any workplace adjustments they may require. Failure to attain membership of the GCFP at practitioner level may result in DWP seeking an alternative role for you.

In applying you will have indicated that you have read and fully understood the professional requirements for this Counter Fraud role.

Behaviours

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

• Leadership
• Communicating and Influencing
• Working Together
• Delivering at Pace

Benefits

Alongside your salary of £50,044, Department for Work and Pensions contributes £14,497 towards you being a member of the Civil Service Defined Benefit Pension scheme.