This post benefits from a range of excellent terms and conditions, holidays entitlement, pension and a hybrid working arrangement that offers flexible working and a blend of office and home-based working.

We are recruiting an Operations Manager for a new public body – Redress Scotland. We are looking for a skilled committed people who are committed to living our values of Dignity, Respect and Compassion. We will offer you full induction and training, flexible working and support you to be part of a new an inclusive team.

Background

For decades, children in residential care in Scotland were failed by those entrusted to look after them. Scotland is taking steps to face up to those failing by establishing a financial redress scheme for survivors of historical child abuse in care.

While nothing can ever make up for the suffering survivors have endured, financial redress can provide acknowledgement and recognition of the harm done. A national redress scheme will offer a non-adversarial alternative route to justice and access to support and apology.

To deliver this, the Scottish Government has supported the creation of a new ‘non-departmental public body’ entitled Redress Scotland. This body will assess and make decisions on applications from survivors (and in some cases next of kin) seeking redress. Redress Scotland will be entirely independent of the Scottish Government.

Organisation

Redress Scotland is primarily a decision-making body. It will not process applications, provide support to applicants or arrange payments. In order to make best use of public resources, all administrative aspects of the national scheme will instead be carried out by Scottish Government without impinging on the independence of Redress Scotland’s decision-making.

Role Description

The Operations Manager is responsible for coordinating the daily operation and oversight of the panel activities, enquiries, complaints, freedom of information requests and Subject Access Requests (SAR’s). This will include coordinating the internal work across the operations team and supporting the effective decision-making of panel members in relation to applications for redress. This role supports our largest team so substantial experience of line management, organising people, processes and tasks, and quality assurance and improvement are critical. The operations manager must build the trust and confidence of external stakeholders. The post holder will ensure all work is carried out with a trauma informed approach and the operations team is well supported within the wellbeing framework for Redress Scotland.

Main duties

• Support the Head of Operations to ensure that Redress Scotland deliver an effective and efficient service to applicants for redress in line with the legislation and guidance.
• Develop and implement organisational plans, services, policies, procedures and processes, ensuring that our values of compassion, dignity and respect are embedded in everything we do.
• Identify risks and take action to address and mitigate such risks, working collaboratively with the multi-disciplinary team.
• Implement a total quality management approach and framework to continuous improvement, identify and implement innovative solutions to challenges and design a robust operation service that is evidence based through analysis and interpret data.
• Ensure that Redress Scotland embeds trauma informed approaches and practices into how we work and engage with each other and in how we support the engagement, participation and influencing work of survivors and people with lived experience.
• Lead and develop the operations team and ensure that we maximise our resource to deliver quality services in a way that develops our people in line with our policies, procedures and values. This also includes deputising for the Head of Operations in their absence.
• Ensure members of the operations team have structured support including one to one meetings, appraisal and regular debriefs.
• Foster a culture of wellbeing, self care and safety for all who work for Redress Scotland and ensure that we create opportunities for learning and development to grow and support our talent.
• Design and develop quality assurance and key standards of operational activity that is outcomes focused and enables Redress Scotland to evidence our work in line with our values.
• Ensure confidentiality of data is paramount in our operations activity and held and handled securely, that we have high standards of professionalism in relation to compliance with GDPR and respond to FOI requests, working closely with the senior management team.
• Work collaboratively with all internal and external key stakeholders to build positive, supportive and productive working relationships that demonstrate that we have the applicant at the heart of activity.

Qualifications:

• a minimum of seven years’ experience in an operations role
• five years’ experience in a management or leadership capacity
• a relevant qualification in leadership or work relevant to Redress Scotland

Essential Criteria:

• Proven experience of strong leadership creating a working environment which is values based with respect, dignity and compassion woven through the culture and behaviour of the organisation.
• The ability to lead confidently and persuasively, working collaboratively to design and introduce new or improved services, plans, systems or policies and delivering results through the wider team activities.
• Experience of leading and managing a significant complex and sensitive operational service, with a high public profile, which is ever changing dynamic and diverse with lots of challenges.
• The ability to drive performance in a way that support and develops a culture of engagement and well-being through diverse multi- functional teams
• Excellent written and verbal communication skills with the ability to influence and engage at all levels across internal and external stakeholders establishing and building trust and confidence
• Able to use evidence to diagnose and analyse complex information to problem solve and create innovative solutions
• Experience of developing high standards to monitor operational activity and audit and review to continuously improve the quality of service

Desirable criteria:

• Has a good understanding of how trauma, redress and support spans organisational boundaries and professional groups - with knowledge and an active interest in trauma-informed delivery.
• Expertise in one or more fields of emotional and psychological trauma, law, social work and health.
• Experience in a start-up or developing an organisation and delivering in new and untested ways of working
• Experience of working with lived experience

Please note that the successful candidate will be required to complete Scottish Government security checks including Disclosure checks and provide satisfactory references.

In order to apply, please complete the online application form by Thursday 22 September at 12 noon.

Interviews: On or around the 6th October

Further information

We offer a range of flexible working patterns where possible to assist with a work/life balance and welcome applications from people wishing to work on a part-time or job share basis. We are happy to discuss flexible working from day one.

We want to create an organisation that is accessible and open to people from all walks of life and backgrounds and an inclusive culture where all forms of diversity are seen as real value for our organisation. We are committed to providing a great working environment where people enjoy coming to work and feel valued for their contribution and excel in their chosen careers.

The work of Redress Scotland has been developed through the voice of lived experience since its inception. Applications are being encouraged and welcomed from talented individuals who have lived experience of the care system. If you meet the essential criteria we will guarantee you an interview