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Head of Performance and Operational Control

HM Land Registry -
Swansea

Apply Now

Job details

Permanent | Part-time | Full-time
£61,923 a year
4 days ago

Benefits

Annual leave
Company pension

Qualifications

Software deployment
Quality assurance
Presentation skills
Continuous improvement
Root cause analysis
Leadership
Welsh

Full job description

Details

Reference number

473273

Salary

£61,923

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Grade 7

Gradd 7

Contract type

Permanent

Business area

HMLR - Service Delivery - Pennaeth Perfformiad a Rheolaeth Gweithrediadau

Type of role

Operational Delivery
Other

Working pattern

Full-time, Job share, Part-time

Number of jobs available

Location
About the job
Benefits
Things you need to know
Apply and further information

Location

Abertawe

About the job

Job summary

We have a great opportunity to join our Service Delivery Directorate as Head of Performance & Operational Control. Through inspirational leadership, operational expertise and strong strategic grip, lead the Performance & Operational Control Team (POC) as CSGs (Customer Services Group) central performance, insight and control function. The postholder will establish and embed a high-performing national function that brings together workforce planning and resource modelling, business intelligence and analytics, benchmarking, quality and complaints insight, risk integration, project coordination and continuous improvement to support a more unified, consistent and customer-focused service.

The role is pivotal to the successful operation of CSG and forms part of the wider senior leadership community, supporting delivery of organisational objectives through stronger performance discipline, better governance, earlier risk visibility, more effective use of customer and operational insight, and the successful implementation of transformational change. The postholder will provide strategic and tactical advice to the Head of Service Delivery for CSG, ensuring leaders can manage using live data rather than hindsight and that decisions are informed by evidence, customer insight and clear operational standards.

Job description

This role will play a central part in enabling the One CSG model by creating a single source of truth for performance, embedding daily, weekly and monthly leadership routines, reducing variation between teams, improving productivity and supporting visible, inclusive leadership across the service.

Main duties include;

Providing confident leadership across the CSG performance landscape, motivating and influencing managers and senior leaders to achieve shared goals, improve operational grip and strengthen accountability for service performance, quality and customer outcomes.
Develop and embed POC as the single source of truth for CSG performance by bringing together demand, first contact resolution, complaints, quality, customer sentiment, workforce planning, risk and delivery tracking into a coherent performance framework.
Establish and maintain live visual performance reporting and dashboards that support real-time operational management, executive oversight and early intervention.
Lead workforce planning and resource modelling across CSG, using data, forecasting and scenario planning to support decisions on deployment, productivity, resilience, skills and future service demand.

Building and maintaining strong relationships across CSG, Service Delivery and the wider business, collaborating with key stakeholders to influence priorities, improve data quality, align service standards and support delivery of HMLRs customer, people and operational strategies.

Engaging with external networks, professional bodies and relevant comparators to identify good practice, strengthen benchmarking and inform the development of a modern, efficient and customer-focused service.

Please see attached job description for full role specification.

Person specification

To be successful in this role you will have;

Demonstrated leadership in delivering high-performing operational and strategic outcomes through data-led performance management, workforce planning, forecasting and resource modelling, using business intelligence and performance insights to drive service improvement, optimise productivity, manage risk and inform evidence-based decision-making in complex operational environments.
Demonstrated leadership in delivering results through others by engaging and influencing senior stakeholders, building capability and securing buy-in for improvement priorities, while fostering a culture of collaboration, continuous improvement and operational excellence that drives high performance, quality outcomes and customer-focused delivery.
Experience of working across dispersed, multi-site or matrix environments and influencing performance.
Strong understanding of governance, benefits tracking and improvement monitoring, including the ability to support business planning, reporting and investment assurance.
Knowledge of quality assurance, complaints insight, root cause analysis and operational risk management, and the ability to integrate these into a coherent performance and assurance framework.
Experience of designing and delivering performance, reporting and governance frameworks for senior leaders and governance boards, providing a clear, trusted source of insight to support decision-making, accountability and continuous improvement
Experience of working with and influencing a wide range of stakeholders, including senior leaders, operational colleagues, subject matter experts and corporate partners, to develop and deliver strategically aligned performance and control arrangements.
Demonstrated strong judgement and evidence-based decision-making in complex operational environments, using performance, service and customer insights to identify risks, prioritise improvement opportunities, strengthen performance controls and enhance the effectiveness and impact of service delivery.
Experience of translating strategy, performance data, customer insight and operational priorities into practical plans, actions and measurable outcomes that can be understood and owned across a service.

Behaviours

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

Seeing the Big Picture
Making Effective Decisions
Leadership
Communicating and Influencing
Changing and Improving

Benefits

Alongside your salary of £61,923, HM Land Registry contributes £17,939 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

https://www.gov.uk/government/organisations/land-registry/about/recruitment#what-hm-land-registry-can-offer-you

#WeAreHMLR
At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.

We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.

We have integrity we value honesty, trust and doing the right thing in the right way.
We drive innovation we are forward-thinking, embrace change and are continually improving our processes.
We are professional we value and grow our knowledge and professional expertise.
We give assurance we guarantee our services and provide confidence to the property market.

You can find more information on our rewards package on our website.
https://www.gov.uk/government/organisations/land-registry/about/recruitment#what-hm-land-registry-can-offer-you

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours and Experience.

As a part of your application you should upload your cv, please demonstrate within your CV that you have;

Demonstrated leadership in delivering high-performing operational and strategic outcomes through data-led performance management, workforce planning, forecasting and resource modelling, using business intelligence and performance insights to drive service improvement, optimise productivity, manage risk and inform evidence-based decision-making in complex operational environments.
Demonstrated leadership in delivering results through others by engaging and influencing senior stakeholders, building capability and securing buy-in for improvement priorities, while fostering a culture of collaboration, continuous improvement and operational excellence that drives high performance, quality outcomes and customer-focused delivery.
Experience of working across dispersed, multi-site or matrix environments and influencing performance.

Complete the Personal Statement section (in no more than 750 words), please demonstrate how you meet the key essential criteria below:

Strong understanding of governance, benefits tracking and improvement monitoring, including the ability to support business planning, reporting and investment assurance.
Knowledge of quality assurance, complaints insight, root cause analysis and operational risk management, and the ability to integrate these into a coherent performance and assurance framework.
Experience of designing and delivering performance, reporting and governance frameworks for senior leaders and governance boards, providing a clear, trusted source of insight to support decision-making, accountability and continuous improvement

In case of a high volume of applications, we will complete a pre-sift on your CV.

Please review your application form before clicking submit once you have submitted, you will not be able to amend your application.

Ensure your application form is received by the closing date for receipt of applications this is 23:55 on the advertised date.

Sift

The sift will take place shortly after the closing date.

Interview

If successful at shortlisting stage, you will be invited to attend an in person interview, at our HMLR Swansea Office. The blended interview will test the essential experience and behaviours listed in the Job Description. And will include a pre-prepared presentation from a brief given in advance.

We expect interviews to take place during the week commencing the 14th September 2026. All dates are subject to change.

HMLR is accredited to the Disability Confident Scheme, which denotes organisations which have a positive attitude towards disabled people.

If you require the panel to consider a reasonable adjustment or there is anything else you would like the panel to take into consideration, you are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.

Candidates may refer to notes within their interview, but they should be used as a prompt only.

Flexible Working

HMLR believe that a blended approach to where you work that enables some time working from home, as well as in the office may give you an improved experience and has clear business benefits. We expect everyone to spend at least 60% of their working time in the office. Beyond this expectation, there is no one size fits all approach (and we can spend up to 100% working in the office if we prefer).

Visa Sponsorship

Please note that we will only offer sponsorship for a skilled worker visa where a role is in a certain business critical category. This role does not meet that category, and we will not sponsor a skilled worker visa.

You must ensure you have the appropriate right to work in the UK before applying.

You can find more information on how we use your personal data on our website

The ability to speak Welsh is desirable

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

UK nationals
nationals of the Republic of Ireland
nationals of Commonwealth countries who have the right to work in the UK
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code 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 .

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 and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

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 : Gary Elsey
Email : [email protected]

Recruitment team

Email : [email protected]

Further information

If you feel your application has not been treated in accordance to the Recruitment Principles and you wish to make a complaint, please email [email protected] in the first instance. If you are not satisfied with the response you receive from HM Land Registry then you may take your complaint to the Civil Service Commission: http://civilservicecommission.independent.gov.uk/making-complaint/

Apply Now

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Details

Reference number

Salary

Job grade

Contract type

Business area

Type of role

Working pattern

Number of jobs available

Contents

Location

About the job

Job summary

Job description

Person specification

Behaviours

Benefits

Things you need to know

Artificial intelligence

Selection process details

Security

Nationality requirements

Working for the Civil Service

Diversity and Inclusion

Apply and further information

Contact point for applicants

Job contact :

Recruitment team

Further information