HM Revenue & Customs
Deputy Director, Resource Planning and Real Time Delivery
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Birmingham, Cardiff, Croydon, Glasgow, Leeds, Liverpool, Manchester, Newcastle-upon-Tyne
Job Summary
Reporting to the Director of Finance, Transformation, Planning and Performance (FTP&P), the Deputy Director Resource Planning & Real Time Delivery is a key leadership role responsible for shaping and delivering large scale workforce planning, resource scheduling and real time utilisation to support service improvement activity across Customer Services Group. The successful candidate will lead a large planning function, ensuring customer service frontline resources are aligned to customer demand and organisational priorities whilst driving continuous improvement, transformation and operational excellence.
Job Description
- Lead the development and delivery of strategic and operational workforce plans that align resources, demand and organisational priorities.
- Drive the planning and service improvement agenda, embedding consistent, efficient and high-quality planning services across Customer Services Group.
- Provide leadership across workforce planning, forecasting, capacity planning, deployment planning and resource management activities.
- Ensure planning decisions are informed by high-quality data, insight and performance information, supporting effective decision making across the organisation.
- Lead the implementation of planning transformation activity and new ways of working to improve organisational effectiveness and customer outcomes.
- Work closely with senior operational leaders to balance customer demand, resource requirements and performance objectives.
- Oversee planning governance, performance reporting, forecasting accuracy and assurance arrangements across the planning portfolio.
- Build strong partnerships across Operations, Finance, HR, Strategy and other corporate functions to support delivery of business priorities.
- Lead and develop a large, geographically dispersed planning function, building capability and fostering an inclusive and high-performing culture.
- Contribute as a member of the senior leadership team, influencing strategic priorities and the future direction of planning services across Customer Services Group.
Person specification
The successful applicant will need to demonstrate relevant experience and effective delivery of the following essential criteria:
- Significant experience of leading workforce planning, scheduling, resource management, service improvement or operational planning activity within a large and complex organisation.
- Experience of developing and delivering strategic and operational plans that align resources, demand and organisational priorities to achieve business outcomes.
- A strong track record of leading large-scale transformation, continuous improvement or organisational change programmes, delivering measurable benefits and improved performance.
- Experience of using data, insight and evidence to inform decision-making, improve organisational performance and support strategic planning.
- Excellent stakeholder management and influencing skills, with the ability to build strong relationships and work effectively across senior leadership teams and complex stakeholder groups.
- Proven leadership experience, including building high-performing teams, developing capability and creating an inclusive, collaborative and performance-focused culture.
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Desirable Criteria
- Experience of workforce planning, forecasting, capacity planning or resource deployment within a large customer-facing organisation.
Pension
Alongside your salary of £86,000, HM Revenue and Customs contributes £24,914 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
Your Civil Service pension is a valuable part of your total reward and is one of your biggest benefits.
When you join the Civil Service, you get access to the alpha pension with a generous employer contribution of 28.97% and some of the lowest member contributions in the public sector.
Please visit Civil Service Pension Scheme for more information.
Annual Leave and Bank Holiday Allowance
25 days annual leave, increasing to 30 days after 5 years’ service (allowance pro-rata for part-time colleagues).
This is complemented by one day's paid privilege leave to mark the King’s Birthday and is in addition to your public holidays.
Selection process details
Selection Panel
- John Vickers, Director of Transformation Planning & Performance and vacancy holder, HMRC
- Steph Jary, Director of CSG Strategy and Change
- Mel Clare, SHRBP
Shortlist
The panel will assess the evidence provided in your CV and statement. Candidates whose applications best meet the essential criteria will be selected for interview.
HMRC is a Disability Confident leader and guarantees to interview candidates applying under the Disability Confident Scheme who successfully meet the minimum selection criteria outlined in the person specification.
Assessment
If shortlisted, you will take part in the following assessments:
- Individual Leadership Assessment – a combination of psychometric assessments
Interview
You will attend a panel interview for a more in-depth discussion of your previous experience and professional competence. This will include a 5-minute verbal presentation (further information will be issued in advance).
Interviews are expected to take place in person at HMRC's Birmingham Regional Centre.
Offer and Feedback
Unfortunately, due to the anticipated number of applicants for this role, we are unable to provide feedback to those not successful at shortlist stage.
Candidates who are shortlisted and attend an interview will be offered feedback from a member of the interview panel. We will also send you a copy of the report for any assessment you have undergone.
Feedback will only be provided if you attend an interview or assessment.
This role has a minimum assignment duration of 3 years. An assignment duration is the period of time a Senior Civil Servant is expected to remain in the same post to enable them to deliver on the agreed key business outcomes. The assignment duration also supports your career through building your depth of expertise.
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As part of accepting this role you will be agreeing to the expected assignment duration set out above. This will not result in a contractual change to your terms and conditions. Please note this is an expectation only, it is not something which is written into your terms and conditions or indeed which the employing organisation or you are bound by. It will depend on your personal circumstances at a particular time and business needs, for example, would not preclude any absence like family friendly leave. It is nonetheless an important expectation, which is why we ask you to confirm you agree to the assignment duration set out above.
Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window). See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
Open to UK nationals only.
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job Contact
Name: Callum Lawn
Email: scs.resourcing@hmrc.gov.uk
Recruitment team
Email: scs.resourcing@hmrc.gov.uk
Further information
Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel a department has breached the requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/
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