Senior Operations Manager

Revenue Scotland is Scotland's devolved tax authority, contributing to Scotland's public services through the taxes we collect. Tax Operations consists of 6 teams with responsibility for service delivery to taxpayers and agents. The 3 operational teams have a wide range of responsibilities including: penalties; debt collection; repayments; reviews; responding to enquiries via multi channels including the telephony Support Desk; dispute resolution and managing cases to litigation standard. The Continuous Improvement, Operational Excellence, and Policy & Readiness teams support and equip the operational teams to deliver efficient, scalable and user -focused services.

We are seeking an experienced senior operations leader to play a pivotal role in shaping the performance, capability and future readiness of Tax Operations as we implement new taxes, legislative change, and procure new systems and services. This role requires an experienced and influential senior leader who can build strong relationships across and outside of the organisation, lead strategic initiatives, champion transformational change and build a high-performing, efficient operation that achieves business objectives.

• Leading multidisciplinary teams, setting vision, purpose and operational leadership, fostering a high-performing, innovative and inclusive culture.
• Accountable for teams’ performance and achievement of operational results. Ensure decisions are accurate, consistent, timely, evidence-based, and aligned with legislative, policy, and governance requirements.
• Providing strategic oversight of tax decision-making and review processes. Taking a lead technical role in decision making on complex cases and litigation, representing or instructing on behalf of Revenue Scotland at tax tribunals.

• Chairing and representing Tax Operations at leadership forums, presenting performance, tax, and change initiatives to senior leaders, Board members, and external stakeholders to inform decision-making and influence outcomes.

• You will provide strategic leadership of the Service Delivery Target Operating Model and adopt recognised project management techniques to ensure Tax Operations readiness for legislative, regulatory, system and organisational change through effective planning, risk and demand management.
• In collaboration with the Performance and Service Manager, you will approve the role based training, quality assurance, knowledge management and reporting frameworks. Processes, guidance, communications and operational insights are to be accessible, accurate and support effective decision-making and colleague performance.
• Oversee the identification, prioritisation and implementation of improvements, ensuring seamless transition and usage in the operation.
• As a member of Revenue Scotland’s wider leadership team, you will champion diversity and inclusion and make a significant contribution to the leadership and performance of the organisation as a whole.

Success Profiles

Success profiles are specific to each job and they include the mix of behaviours, experience and technical criteria (if applicable) that candidates will be assessed on.

Technical / Professional Skills- see ODP Competency Framework

• Operational leadership and management – Expert
• Data & Insight – Expert

Experience

• Extensive experience of identifying, shaping and implementing change (such as new taxes, services, systems or improvement initiatives) in a regulatory environment that delivers timely measurable benefits to service quality, productivity, systems and controls.
• Significant experience of interpreting and implementing policy and legislative requirements within an operational environment, translating complex information into effective service delivery, operational policy, or business outcomes while ensuring compliance and governance requirements are met.

Behaviours

• Seeing the bigger picture - Level 4
• Communicating and influencing – level 4

You can find out more about Success Profiles Behaviours, here: Behaviour levels - Success profiles: candidate guide - gov.scot

How to Apply

Apply online, providing a CV (of no more than 3 pages) and Supporting Statement (of no more than 1,500 words) which provides evidence of how you meet the skills, experience and behaviours listed in the Success Profile above.

Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.

Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment

If invited for further assessment, this will consist of an interview and assessment

Assessments are scheduled for w/c 7 December however, this may be subject to change.

About Us

Revenue Scotland is Scotland's devolved tax authority and contributes to Scotland's public services through the taxes we collect.

Revenue Scotland is a diverse, high performing organisation that has a reputation for delivering excellence and a commitment to continually improving the way we work while supporting the health, wellbeing, and development of our employees. Revenue Scotland is a great place to develop new skills, and you will be supported in your role with learning and development to enable you to perform at your best.

Look at our video to find out more about working for Revenue Scotland.

If you would like to learn more about Revenue Scotland, please visit our website. Our Corporate Plan sets out our strategic objectives for the period 2024 to 2027.

Working Pattern

Our standard hours are 35 hours per week, we offer a range of flexible and hybrid working options. Our hybrid working principles require you to attend your assigned office, Victoria Quay, Edinburgh at least 2/3 days each month. Our hybrid approach supports a blend of home and workplace working, this should be agreed with the line manager to achieve the right balance between collaboration, in-person engagement and flexibility. You can also work from our Glasgow hub office if required.

Security Checks

Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions).

You can find out more about BPSS on the UK Government website, or read about the different levels of security checks in our Candidate Guide.

Skilled Worker Sponsorship not being offered

Skilled Worker sponsorship is not available for this role. As a result, we are unable to appoint candidates who require Skilled Worker sponsorship now or in the future. Applicants must have an existing and ongoing right to work in the UK.

Equality Statement

We are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation.

Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them in our Revenue Scotland Candidate Guide

Revenue Scotland is a diverse and inclusive workplace, and we want to help you demonstrate your full potential whatever type of assessment is used. The interview and assessment process are primarily conducted in person unless you require a reasonable adjustment. Interview questions will be issued 24 hours in advance. If you require any adjustments during our recruitment process, please let us know via rsrecruitment@revenue.scot.

Our Revenue Scotland Candidate Guide provides further information on our recruitment and application processes.

Further information

Revenue Scotland is a Non-Ministerial Office which is a part of Scottish Government Main Bargaining unit and have adopted Scottish Government main terms and conditions and pay arrangements.

Our staff are part of the UK Civil Service, working to deliver vital public services which improve the lives of the people of Scotland. As part of the UK Civil Service, we uphold the Civil Service Nationality Rules

As part of any recruitment process, Scottish Government and associated public bodies collects and processes personal data relating to job applicants and applicants for public appointments.

Personal information you provide in the recruitment process will be made available to Scottish Government and our additional data processors.

We will hold a reserve list for 12 months.

Recruitment Principles

As a government organisation, we adhere to the Civil Service Commission Recruitment Principles and we investigate any complaints received in relation to recruitment cases.

Minimum Time in Post

The successful candidate will be expected to remain in post for a minimum of three years unless successful at gaining promotion to a higher Band or Grade.

For further information on this role prospective candidates are encouraged to contact the vacancy holder, Louise Alonzi on Microsoft Teams or by email Louise.Alonzi@revenue.scot or Michael.Paterson@revenue.scot

This role is open to internal candidates, OGD and Common Citizenship organisations only.