Operational Risk and Assurance Manager

Capita Resourcing IT
30000.00 - 40000.00 GBP Annual + Plus benefits
08 Nov 2019
06 Dec 2019
Contract Type
Full Time

Operational Risk and Assurance Manager

The role

The vision is to have an efficient and effective courts and tribunals system which enables the rule of law to be upheld, and provides access to justice for all. Our Courts and Tribunal Service Centres (CTSCs) will provide the first point of access for all users of courts and tribunals, ensuring that all cases are dealt with efficiently and effectively, providing a quality service and an outstanding user experience.

  • Reporting to the Head of Service Improvement
  • Oversee the quality monitoring and complaints functions across all CTSC services and drive improvement in service delivery
  • Ensure that security incidents are reported as legally required
  • reporting data security incidents and data losses across the CTSC
  • providing assurance on the CTSC quality, complaints and risk functions
  • Manage the CTSC responses to internal and external audits
  • Ensure systems are in place for monitoring and reporting on quality of service and delivery
  • Provide assurance on quality and complaints against performance standards/KPIs
  • Investigate, understand, clarify and analyse operational quality, risk and complaints data for all CTSC, sites
  • Provide expert technical advice and recommendations to CTSC SMT on risk management and mitigation
  • Collaborate with Continuous Improvement, People Development and Operations teams to ensure CTSC focus is always on users' needs and service improvement.
  • maintain the CTSC risk log and support other operational teams in reporting on key control measures.

Essential experience

  • Leadership skills- the ability to demonstrate new and improved ways of working across the entire CTSC function
  • People management, predominantly for teams within quality and complaints which may be spread across the UK
  • Encourage and empower individuals to take pride in their work and complete their work to the highest standards
  • Knowledge and experience of appropriate systems for implementing and managing quality frameworks across service centers.
  • Experience of managing risk and assurance frameworks on a business-wide scale
  • Ability to analyse risk and benefit in a fast-paced environment
  • Ability to translate and present complex data

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.