Operations Transformation Director (FTC)
Birmingham, West Midlands (with hybrid working)

Would you like to be a part of our journey to transform our operational function to a customer centric approach? If so, we have an exciting opportunity for an Operations Transformation Director to join us and lead on the successful delivery of the transformation programme. You will help to ‘join the dots’ working across teams and the programme to add value and insight, whilst also understanding the need to streamline and drive delivery.

The Benefits

- Salary of c£85,000 per annum
- Civil service pension, with an employer contribution rate of 27%
- Flexible working
- Hybrid working, specific guidelines are to be agreed with line manager
- 26 days holiday and option to buy up to five days extra annual leave

Joining us means joining an organisation that is inclusive, that respects work-life balance and is completely dedicated to helping you achieve your full potential. Whether that’s through flexible working, really understanding how you work best or exposing you to real opportunities to challenge yourself, if you’re passionate about making your mark on the industry and on society, then we will help you do that.

Your Role

As an Operations Transformation Director, you will be responsible for managing the programme and tracking progress. You will create, establish, and lead a customer centric mindset within the organisation at all levels and functions. You will also assess future structures and new ways of working in cross-functional teams to deliver our long-term strategy in a way that fits customer expectations and business requirements.

Your role will also involve:

- Developing the change management plan to drive ongoing transparency and understanding of our change.
- Establishing the capability needed to initiate and deliver a change programme to transform the way we deliver core regulatory duties/operate. You will define the programme roadmap and translate the strategic vision for regulatory operations, turning this into action and results.
- Ensuring operational priorities are delivered effectively. You will directly and/or matrix lead colleagues responsible for transformation delivery. You will support the Operations Leadership team to manage performance and projects, through effective planning, monitoring and management on key actions to deploy of priority initiatives.

About You

- Appropriate qualification in project management, programme management or change management.
- Significant recent transformational change leadership experience in the initiation and delivery of programmes and high-profile projects, ideally within a regulatory environment.
- Proven track record of success in leading the design and implementation of end-to-end customer journey or customer experience transformation.
- Strong stakeholder management experience and the ability to influence and engage at all levels, including Board and Executive colleagues.
- Ability to use insight and feedback to inform your decisions and demonstrate impact and benefits.
- Ability to analyse data, draw accurate conclusions and communicate key messages succinctly
- A solution orientated mindset with the ability to work accurately at pace and cope with ambiguity, whilst being risk aware and building contingency into plans.

About Us

Set up under the Gambling Act 2005, the Gambling Commission is committed to safeguarding the public against any detrimental impact brought about by gambling. We do this by keeping crime out, protecting children and vulnerable people and ensuring the commercial gambling industry is run fairly and openly. We work with the legal system, the public health system, community groups and the industry itself to understand how we can protect the interests of as many people as possible, as effectively as possible.

The closing date for this role is 19th February 2023.

Please note, we will be speaking to and interviewing candidates throughout the advertised period; to avoid disappointment, we advise you to submit your application as soon as possible as we reserve the right to close posts at any time.

As the regulator of the National Lottery, there are some roles within the Commission that are prohibited from playing the National Lottery. This does not affect your family playing. We will let you know at interview if the role you have applied for is on the Prohibited List.

Other organisations might call this role Operations Director, Director of Operations Transformation, Head of Operation Transformation, or Head of Operations (Transformations).

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