Chief Operating Officer

Description:

The Service Complaint system is going through a period of transition, and as such this high-profile post requires strong negotiating and influencing skills in order to drive change and improvements forward. The post holder will be required to work collaboratively, whilst taking individual responsibility for their areas of work, producing high quality outputs which are delivered on time. An engaging and confident individual, they will need to be able to handle robust challenge, whilst leading with authority and gaining staff buy in.

This role drives delivery of SCOAF’s Business Plan against the Strategic Objectives, and is responsible for maintaining the effective, efficient and fair operation of the business. The role requires strategic planning and horizon scanning, with a focus on driving change, continuous improvement and quality.

The post offers exposure to senior MOD personnel, particularly the Services, serving in a role independent of MOD in the delivery of its function. The role reports to the Ombudsman and acts as their Deputy on operational matters. The COO line manages the Head of Investigations and the Head of Office, and is part of the Ombudsman’s senior management team.

Responsibilities

Key responsibilities include:
 

• Understand and apply the Ombudsman’s vision and values in driving change and improvement in the Service Complaint process;
• Drive delivery of SCOAF’s Business Plan, ensuring outputs align to Strategic Objectives;
• Establish strong relationships with appropriate MOD and Service Complaints personnel in order to share insight, learning and provide challenge;
• Identify and take ownership of high profile/risk investigations which require special/discrete handling or might have significant ramifications or reputational risk for SCOAF;
• Lead SCOAF’s response to Judicial Reviews, working in close collaboration with the Ombudsman and the senior management team;
• Take ownership of SCOAF’s risk management processes, identifying and tackling resilience, delivery and reputational issues, and ensuring all areas of SCOAF are managing and mitigating risk appropriately;
• Provide oversight of the operations and office functions of SCOAF; supporting the Head of Investigations and Head of Office to ensure the smooth running of the organisation;
• Act as a role model for developing capabilities and continuous improvement, emphasising the importance of equality and diversity;
• Engage in cross-sector collaboration with other ombudsman organisations;
• Deputise for the Ombudsman as required on operational matters, within agreed delegations and provide scrutiny/approval of investigations;
• Design and deliver workshops and outreach events in collaboration with Communications and Policy officers, with a focus on shared learning and improvement;
• Support the Ombudsman to build and maintain staff engagement levels, and
• Line management/counter-signing officer responsibility for staff across the business.