Operational Delivery Manager (Compliance & Inquiry)

The Independent Monitoring Authority (IMA) is responsible for monitoring how the UK Government and Public Authorities uphold commitments made to protect EU, EEA and EFTA citizens' rights, and their family members, living in the UK under the EU-UK Withdrawal Agreement and relevant treaties. The IMA's role is to ensure these rights are upheld by gathering and analysing reliable data, identifying potential systemic issues, and providing insight to inform decision-making. Through the monitoring function, the IMA works to ensure accountability and promote consistent delivery of citizens' rights across the UK and Gibraltar.

The Compliance and Inquiry team delivers the IMA's statutory functions by conducting investigations, compliance cases, assurance reviews, and inquiries into how public authorities uphold and implement citizens' rights. Sitting within the Operational Delivery Directorate, the team engages with UK Government, Devolved Administrations, and other public bodies to identify issues, drive improvements, and promote best practice. Using evidence gathering and constructive engagement, the team ensures rights are upheld, influences change where needed and leads formal inquiries where a breach of citizen's rights has been identified.

The Operational Delivery Directorate is responsible for delivering the IMA's monitoring function by

Gathering timely, relevant and credible data and information from a wide range of sources.

Adopting analytical techniques in order to identify potential systemic issues.

Using insights gained to inform key decision makers across the IMA.

The Compliance and Inquiry team is responsible for analysing and reviewing data related to how the UK Government and Public Authorities deliver on these commitments to citizens' rights, including areas such as residency, social security, reciprocal healthcare, the mutual recognition of professional qualifications, and other economic rights.

The Operational Delivery Manager will be part of the Compliance and Inquiry team responsible for conducting analysis and investigations to identify potential breaches of citizens' rights, and for informing decisions on actions the IMA may take.

Main Duties and Responsibilities

Manage and conduct engagement with Government Departments and Public Authorities into potential issues affecting the delivery of citizen's rights, informed by complaints and/or intelligence received by the IMA, as potentially identifying breaches of citizen's rights.

Assessing complaints, data and information to determine whether it suggests a breach of citizens' rights and making recommendations on next steps for the IMA.

Manage Compliance Cases and Assurance Reviews which support successful outcomes for citizens.

Have a strong understanding of citizens' rights and who falls within scope of the agreements, to support IMA decision making.

Produce evidence-based reports which clearly document findings and your rationale to make recommendation in relation to the UK Government and Public Authorities' delivery of citizens' rights.

Identifying and assessing key data and information relevant to operational delivery work such as published reports and guidance.

Engage and network with a wide range of internal and external stakeholders including public authorities, complainants, NGOs and lobby groups.

Build and maintain strong partnerships and working relationships.

Influencing stakeholders, even when there are differing and/or conflicting views, to achieve a successful outcome for citizens.

Gathering, analysing and providing evidence to identify systemic issues and make recommendations to support decision making.

A high performing, collaborative and supportive member of a team.

Strong judgement and decision making.

Excellent written and verbal communication skills, effectively liaising with both internal and external stakeholders.

Evidence gathering skills and strong experience of interpreting complex information to support successful outcomes.

Excellent drafting skills.

Problem solving skills and ability to make sound recommendations, with experience of quality assuring information and data.

Planning and organising to deliver work to tight deadlines while managing competing priorities.

Ability to build effective working relationships with a range of stakeholders and work as part of the team.

Numerical skills and attention to detail.

Proven ability to identify efficiencies for the organisation, convert ideas into action

Commitment to continuous improvement of ways of working.

Experience of working flexibly as a member of a team to achieve performance targets.

Proven skills in operational background and/or dynamic and complex environment under pressure.

Behaviours

We'll assess you against these behaviours during the selection process:

Making Effective Decisions (Lead Behaviour)

Working Together

Delivering at Pace