Senior Level Recruitment

Head of Operational Transformation

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Money and Pensions Service
c. £90k
Closing date:
16th August
Job Ref:

Recruitment timetable

Closing date
Midnight Monday 16th August 2021
Long listing
w/c 30th August 2021
Preliminary interviews
w/c 6th September 2021
Short listing
w/c 13th September 2021
Psychometric Assessments/References
w/c 20th and 27th September 2021
Final panel
w/c 4th October 2021

Associated documents


Big Job – Bigger Opportunity – Lasting Legacy

Here at the Money and Pensions Service (MaPS), we believe a financially healthy nation is good for individuals, communities, businesses and the economy. As the largest single funder of free debt advice in England we helped well over a million people with debt advice, money guidance and pension guidance over the last year. We’re looking for people who have the right skills, knowledge and behaviours for the job, but equally as important is a strong commitment to our objectives, values and vision.

As our Head of Operational Transformation you will develop the blueprint for a target operating model that moves the customer journey of four legacy operations to one coherent and unified solution. You will take stock of the current operations, create a clear vision and recommendations in line with our strategic priorities, and then coordinate the implementation activity with the buy-in of key stakeholders across the organisation. Your role will ensure that we harness available technology solutions to  support exceptional customer experience.  You will ultimately lead us to a place where every service user who contacts us receives the support and guidance they need in the most effective and efficient way possible.

You will be a customer-focused leader who brings a passion for, and demonstrable experience of, leading complex operational transformation to achieve improved customer outcomes. Your experience may come from a range of different sectors, but at the heart of it all will be a track record of driving improvement to the customer journey within a complex, multi-site and multi-channel environment. You will be able to operate comfortably at the most senior levels of an organisation, building effective partnerships with key stakeholders and  gaining buy-in for the strategies that you develop, and at the sharp-end, working in partnership with the operational delivery teams. You will bring not just capability, but a strong value-set in line with an organisation that champions inclusion, diversity, collaboration and successful delivery.

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How to apply

To apply for this post you will need to submit the following documentation by Midnight on Monday 16th August 2021.

  • A CV (no longer than two pages) setting out your career history, with key responsibilities and achievements;
  • statement of suitability (no longer than two pages) explaining how your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the essential criteria set out in the person specification;
  • A completed Equal Opportunities Monitoring form, this form will appear online during the application process. All monitoring data will be treated in the strictest confidence and will not affect your application in any way.

If relevant, please also submit:

  • A completed Guaranteed Interview Scheme Form for disabled persons if applying under this scheme.

Please note the above highlighted documents are mandatory.

To find out more about this great opportunity and discover the type of legacy you can leave, please contact Matt Malone on 07471 037070 at GatenbySanderson for a confidential discussion.

Given the ongoing pressures created by national restrictions brought about by the Covid-19 pandemic, we are keen to accommodate the needs of all candidates who may be experiencing additional caring and work responsibilities at the current time. We are particularly aware of the fact that some candidates may struggle to complete a full CV and supporting statement prior to the advertised deadline. With this in mind, we have designed this process with additional flexibility built into the timescales. If you are in a position where you wish to apply but feel unable to complete all the required documents prior to the deadline, please send us an expression of interest (to the email address below) highlighting your intention to apply prior to the advertised closing date. Once this is complete, please contact Matt Malone on, and he will be happy to discuss any additional time you need to finalise the full application needed. Your application will not be assessed for suitability until this extension has passed or all documents have been submitted.

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