HMRC Deputy Director, Scotland Personal Tax Operations
Personal Tax Operations (PT Ops) is the customer-facing area of HMRC; every year we handle over 60 million calls, 17 million post items and, in keeping PAYE up to date, work management items. Over the past 18 months we have seen significant investment to modernise the way we manage our customers’ demand and we have implemented a range of new digital platforms to transform the way we operate. But there is still more to do. Our customers expect us to manage the traditional means of contacting us – phones and post - but in an increasingly digital world we have to deliver services through new channels at times demanded by the customer. Your role will be key to delivering this new capability and leading the cultural and technological transformation in the business. With responsibility for leading over 3000 people across a large geographical area, you will be part of the PT Ops Leadership team, working directly to the Director of PT Operations. You will be instrumental in delivering the way we build our future and drive forward the services we provide to more than 45 million customers. Key responsibilities will include: leading, inspiring and motivating people to deliver change and optimise delivery, embedding continuous improvement in all that we do; delivering optimum results across all media channels, deploying resources flexibly to enhance the customer experience; managing effective performance in real time ensuring that all leaders in turn manage their people to deliver results; shaping and designing the new PT Ops operating model linking into HMRC Building Our Future; working collaboratively with colleagues from across HMRC to innovate, improve and influence decisions that affect our customers and our people; supporting and championing the Department’s vision of the future (Building our Future), increasing staff engagement and ensuring conversations happen through the line; engaging strategically to influence the way we implement change, ensuring that resources are deployed in the right way and at the right time; managing and taking informed risks to improve productivity, through listening to our customers and front line staff; inspiring all staff to deliver their best, recognising and rewarding, building a culture of inclusion and learning; role modelling expected behaviours, promoting leadership and ensuring that personal development is enshrined in how we do things in Personal Tax; anticipating future digital developments, learning from wider industry best practice and ensuring consistent delivery and customer experience across all channels; leading for a number of large, multi-channel sites, working flexibly to meet changing customer demand, across a wide geographical area; working to the Director of PT Operations to deliver operational performance across your area; leading the Regional Leadership Team and being part of the wider PT Ops Leadership Team alongside the PT Ops Director and other Deputy Directors; responsible in real time for delivering performance across all channels in line with expected targets and look at our new digital channels to drive up production; and being the decision maker in real time on performance working with Operational Delivery Team.