This is a pivotal leadership role within HMRC’s Customer Services Group, unique in size and scale employing around 22,000 people, handling over 50 million customer calls and answering around 15 million items of customer correspondence every year. Demanding a strategic thinker with exceptional financial acumen, the successful candidate will oversee a diverse portfolio of functions, driving operational excellence and ensuring the organisation’s financial health and strategic direction. They will work closely with senior stakeholders, both internally and externally, to deliver impactful results and shape the future of HMRC.
The successful applicant will need to demonstrate relevant experience and effective delivery of the following Essential Criteria:
- Proven track record at senior or executive leadership level in operational planning, resourcing, delivering effective outcomes and enhancing organisational performance. This should be in a large (both scale and scope) and complex organisation (i.e. in a high-volume transaction business, contact centre, customer services or an environment with a strong customer focus) and have included financial management.
- Demonstrable experience of transforming and driving change in service operations, both in terms of system adoption and behavioural change.
- Strong business delivery acumen, numeracy and financial literacy (including financial management at a senior level) and data-driven decision making. Proven ability to lead and implement strategic business solutions, analyse complex data, and make informed decisions to achieve organisational goals.
- Excellent leadership and interpersonal skills, with the ability to inspire and motivate cross-functional teams.
- Exceptional communication and negotiation abilities, with a demonstrated aptitude for building and maintaining relationships with stakeholders at all levels.
- Strategic thinker with a results-oriented mindset and a passion for driving continuous improvement and innovation.
- Professional qualification in finance, statistics or operational research, or equivalent experience.