Operational Delivery Manager (Data & Insight)

You will be part of the Data and Insight team within the Operational Delivery Directorate at the IMA. The team ensures that data and information are used effectively to support the IMA's work in upholding citizens' rights. This includes producing reports and recommendations that shape how the IMA protects these rights and drives improvement where needed.

The team is also responsible for reviewing complaints about how the UK Government and public authorities deliver their commitments on citizens' rights. This includes areas such as residency, social security, healthcare, and recognition of professional qualifications.

In this role, you will:

Gather timely, relevant, and reliable information from a range of sources.

Work with colleagues across the IMA to identify key evidence and build a clear picture of emerging issues.

Develop insights and reports using analytical approaches, and make recommendations to support decision-making on complex and wide-ranging issues.

Contribute to the development of systems and tools, including the case management system.

You will carry out research and analysis to inform assessments, produce reports, and make recommendations on complex issues affecting citizens' rights.

You will work with colleagues across the IMA and with external partners to support consistent processes and high-quality outcomes for citizens. You will work closely with the Compliance and Inquiry team and other teams across the organisation.

Working collaboratively is central to this role. You will build strong relationships, work through differing views, and support clear and timely decision-making.

Operational Delivery Managers are involved in all aspects of the Data and Insight team's activities and report to an SEO within the team.

Main Duties and Responsibilities

Assess complaints, data and information to determine whether it suggests a breach of citizens' rights, and make recommendations on whether the IMA should consider an inquiry.

Gather, analyse and provide evidence to identify systemic issues and make recommendations in support of decision making.

Manage progression of intelligence work to support successful outcomes for citizens.

Produce written and/or verbal briefings and presentations to stakeholders to provide a clear and concise evidence-based understanding of the subject matter, including providing advice and guidance.

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

Identify and assess key data and information relevant to operational delivery work such as published reports and guidance.

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.

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

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 data and information to support successful outcomes.

Skilled in using IT packages, systems and/or databases involved in storing, analysing, interpreting and presenting data.

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.

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.

Willing to undertake intelligence analysis training.

Behaviours

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

Making Effective Decisions (Lead Behaviour)

Seeing the Bigger Picture

Delivering at Pace