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Operational Risk and Assurance Manager

On-site Full-time

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Experience Level

Mid to Senior

Qualifications

Qualifications:- Strong analytical skills with a focus on data interpretation and presentation.- Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders.- Demonstrated experience in risk management and assurance practices.

About the job

Operational Risk and Assurance Manager

HM Courts & Tribunals Service (HMCTS) is dedicated to managing the administration of criminal, civil, and family courts and tribunals across England and Wales, as well as non-devolved tribunals in Scotland and Northern Ireland. We are committed to upholding justice as the cornerstone of a safe, fair, and thriving society, and are focused on creating a justice system that is inclusive and effective for all.

Currently, we are in the second year of an ambitious six-year initiative aimed at reforming the courts and tribunals system. Our collective efforts are transforming our operational practices, ensuring our justice system remains a global leader by providing a service that enhances accessibility and efficiency for everyone. Our newly modernized Courts and Tribunals Service Centres (CTSC) represent the future of administrative operations, offering centralized hubs for telephony, digital assistance, case progression, and hearing support. These centers guarantee a uniform national service that facilitates the seamless progression of cases and offers essential support to local judiciary members.

This is a fixed-term position for 12 months, focusing on overseeing quality monitoring and complaints management across our CTSC to foster service improvement and enhance user satisfaction. The successful candidate will play a crucial role in managing risk while ensuring consistent operational practices across all CTSC locations. Travel between CTSC sites is expected, with base locations including Birmingham, Stoke-On-Trent, or Loughborough.

Key Responsibilities:

- Manage the CTSC's response to internal and external audits, formulating actionable plans.

- Create systems for monitoring and reporting service quality across operational activities.

- Ensure assurance on quality and complaints in relation to performance standards/KPIs, addressing variances with actionable recommendations.

- Identify opportunities for learning and service enhancement, collaborating with the Corporate Centre and Head of Service Improvement on design and implementation.

- Develop proactive risk management strategies, collaborating with Heads of Operations and Service Improvement for effective implementation across CTSC sites.

- Provide expert technical advice and recommendations to the CTSC Senior Management Team on risk management and mitigation, identifying issues, proposing solutions, and guiding decision-making processes.

Knowledge, Skills and Experience:

- Proven knowledge and experience in implementing and managing quality frameworks (Essential).

- Demonstrated experience in managing risk and assurance frameworks at an organizational level (Essential).

- Strong ability to analyze and present complex data with authority and clarity.

About HM Courts & Tribunals Service

HM Courts & Tribunals Service (HMCTS) is committed to reforming the justice system in England and Wales, ensuring access to justice for all. We aim to lead global standards in court administration, making justice accessible and efficient for every individual.

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