Quality & Process Lead

Job summary

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

Visit our YouTube channel to watch the full series and come and discover your potential.

The Fraud Prevention Centre (FPC) is a strategic capability within HMRC Security, designed to safeguard customers and the organisation against identity-related fraud and emerging threats. Its mission is built on three interconnected pillars: Protection, Detection, and Response, all underpinned by advanced threat intelligence and customer support. The Centre operates across multiple functional areas, including Proactive Protection, Customer Support & Response, and Strategy & Advisory, to deliver a holistic approach to fraud prevention.

Our team is rapidly growing as we invest in new technologies and capabilities, and we are in search of enthusiastic individuals who can help us in achieving our mission.

Job description

The Quality & Process Lead is a senior leadership role within the Fraud Prevention Centre (FPC), responsible for establishing and maintaining a robust quality and process management framework across all services. The role ensures that operational activity is underpinned by clear, consistent, and effective processes, playbooks, and knowledge management practices.

You will lead a multidisciplinary team including Quality Assurance, Knowledge Management, and Process specialists to drive continuous improvement, operational consistency, and compliance with governance standards. Acting as the centre of excellence for quality and process, you will embed best practice across FPC, ensuring that all services are supported by up-to-date, accessible, and auditable documentation.

The role requires strong collaboration with operational, policy, and digital teams to ensure that processes and guidance reflect current delivery models, emerging risks, and strategic priorities. You will play a key role in enabling performance, improving customer outcomes, and ensuring FPC operates as a high-performing, scalable function.

Person specification

Leadership & Management

• Lead, manage and develop the Quality, Knowledge Management, and Process teams to deliver high-quality outcomes and continuous improvement.
• Set direction and priorities for quality assurance, process governance, and knowledge management activity across FPC.
• Build capability within teams through coaching, skills development, and structured performance management.
• Act as a visible and credible leader, promoting a culture of quality, consistency, and continuous improvement.

Quality Assurance & Continuous Improvement

• Establish and oversee a comprehensive quality assurance framework across all FPC services.
• Define and implement quality standards, assurance methodologies, and performance metrics.
• Use insight, data, and feedback to identify trends, risks, and opportunities for improvement.
• Drive continuous improvement initiatives, embedding structured review cycles and learning loops.

Process Management & Governance

• Own and maintain end-to-end process governance, ensuring all processes are clearly defined, documented, and aligned to organisational standards.
• Oversee the creation, maintenance, and optimisation of operational processes and playbooks across all FPC service areas.
• Ensure alignment with HMRC process architecture, standards, and governance frameworks.
• Act as the key interface with process architecture and governance communities to maintain consistency and compliance.

Knowledge Management

• Provide strategic oversight of knowledge management practices, ensuring critical operational knowledge is captured, maintained, and accessible.
• Ensure guidance, playbooks, and documentation are accurate, up-to-date, and user-friendly.
• Work with SMEs to validate and continuously improve operational guidance and learning materials.
• Promote best practice in knowledge sharing, accessibility, and information governance.

Stakeholder Engagement & Collaboration

• Build strong relationships across FPC, CDIO, and wider HMRC to ensure alignment and adoption of quality and process standards.
• Influence senior stakeholders to drive consistent approaches to process design, quality assurance, and knowledge management.
• Represent FPC in governance, assurance, and process communities of practice.

Data, Insight & Reporting

• Establish effective mechanisms for monitoring quality, process adherence, and knowledge utilisation.
• Produce insight-led reporting to inform decision-making and continuous improvement.
• Ensure data accuracy, integrity, and transparency within quality and process reporting.

Essential Criteria

• Proven experience of leading and developing teams within a quality, process, governance, or operational environment.
• Strong expertise in process management, including designing, documenting, and governing end-to-end processes.
• Experience of establishing and delivering quality assurance frameworks and driving continuous improvement initiatives.
• Demonstrable experience of knowledge management, including maintaining operational guidance, playbooks, and documentation.
• Strong stakeholder engagement and influencing skills, with the ability to drive consistency and change across organisational boundaries.
• Ability to operate in complex, evolving environments, prioritising effectively and delivering at pace.

Desirable Criteria

• Experience of embedding continuous improvement methodologies (e.g. Lean, Six Sigma, or equivalent).
• Understanding of fraud prevention, identity verification, or customer support operations.
• Experience working within HMRC or a similarly regulated government or security environment.
• Knowledge of HMRC process architecture, governance frameworks, or operational standards.
• Experience of implementing or working with knowledge management systems or digital learning platforms.
• Familiarity with performance measurement frameworks and use of tools such as Power BI for reporting and insight.

Further Location Information

Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)’ field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.

Office Closures

If your location preference is for one of the following sites, it’s important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.

For more information on where you might be working, review this information on our locations (opens in a new window)

These sites are:

• Telford Plaza, Telford - moving to Parkside Court, Telford
• Trinity Bridge House, Salford - moving to an alternative office in Manchester/ Salford

You will be given more