Public Sector

Deputy Director, Operations Delivery – Campaigns and Projects, ISBC

Full Time Permanent

South Wales Jobs

We are delighted you are considering the role of Deputy Director Operations Delivery to lead our Campaigns & Projects (C&P) team within Individuals and Small Business Compliance (ISBC).

This is a large, high profile, operational leadership role requiring someone with proven operational delivery, senior leadership and planning experience.

It’s a hugely exciting time to be a leader in HM Revenue & Customs (HMRC). Over the next few years, we will see some big change programmes roll out across HMRC, including in our own business. Ensuring we have the right people with the right skills in our business, delivering a difficult job in a professional manner, will have a significant positive impact on our customers. Along with other parts of HMRC, we have responded with imagination and determination to the challenges presented in recent months by the COVID-19 pandemic and I have no doubt that we will respond in the same way to future challenges. I am confident that this role offers a great opportunity to make a difference for our customers, colleagues and the UK.

If you are up for your next challenge and are interested in joining our team, then we look forward to hearing from you.

Job description
Reporting to the Director ISBC, this is an operational delivery role with responsibility for delivering CCG’s high-volume compliance work. 

Campaigns and Projects (C&P) are an integral part of HMRC’s compliance work, facilitating high volume, streamlined compliance interventions designed to enhance customer experience and minimise costs. 

By using creativity and innovation in our project/campaign approach we reach a high number of customers, broadening HMRC’s compliance coverage and brings customers into a position of compliance at the earliest opportunity. 

Our annual work programme includes circa 600,000 desk-based interventions covering the full range of taxes and duties. The thing that makes us different is the scale, speed and task based streamlined nature of our response to the highest priority compliance risks. 

Key Accountabilities:

– All aspects of Campaigns & Projects operations.

– Development of HMRC culture within C&P, encouraging and facilitating high levels of employee engagement.

– Successful delivery of team targets through effective management, coaching and development of C&P senior leadership.

– Proper, effective and efficient use of team resources.

– Effective risk management and corporate governance of the team.

– Working with senior colleagues in Customer Compliance Group to develop and implement the vision and strategy for Campaigns & Projects in HMRC compliance.

– The jobholder is also a member of the ISBC senior leadership team with collective accountability for the overall performance of ISBC.

– Lead a national team of around 4,000 FTE in a high volume operational delivery setting including high volume one-to-many compliance activity across various areas of compliance risk.

– Providing large-scale task-based interventions as required by HMRC.

– Disclosures and alternative interventions. 

– Planning of large scale desk-based risk and assurance work.

– Enhancing customer experience while minimising departmental overheads in delivering work.

– Responsibility for CCG Recruitment Team which coordinates all major recruitment campaigns across CCG.

– Helping to scope and shape future work in this area as part of ISBC/CCG transformation.

Person Specification

Given the size and scale of this operational delivery role, the successful candidate will have an effective track record of leading large national teams, with comparable levels of process complexity and risk.
The ideal candidate will be able to demonstrate how they have led strategic services and with significant risk and public/senior scrutiny.

Essential Criteria:

– Significant previous knowledge / expertise and practical experience in operational management, preferably including high volume delivery of changing priorities.

– Experience of delivering service transformation / innovation across a large national organisation.

– Experience of developing and implementing operational strategies, in order to develop, deliver and performance manage a large scale, operational service.

– Experience of leading operational implementation projects and strong evidence of managing senior stakeholders (specific PPM qualifications are not essential).

– Credible experience of improving the diversity, inclusion and culture of a large organisation and improving employee engagement overall.

Desirable Criteria:

– Knowledge / experience of the UK tax system.

– Practical experience / knowledge of strategic risk management and of setting up risk assurance structures / governance


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