Job detail for Operations Lead

We are currently seeking an experienced and dynamic C1 Operations Lead to temporarily join the Client Services Delivery division at Social Security Scotland. The role will be based across both Glasgow and Dundee.

As an Operations Lead you will report to a Head of Operations and lead the delivery of impactful services in an organisation built on dignity, fairness, and respect.

Your work will directly support Social Security Scotland’s mission of providing essential benefits and services to the people across Scotland. You will lead your teams to recognise the impact they can have on client’s lives and ensure that our people take pride in determining claims fairly and paying money efficiently to those eligible.

This cross-cutting role requires close collaboration with the Scottish Government Legal Directorate, Scottish Courts and Tribunals Service, and policy, digital and operational improvement colleagues to ensure operational priorities are embedded in service design and that change and continuous improvement initiatives are effectively implemented and sustained within live service delivery. You will manage and lead large teams delivering high-quality client-facing services, fostering a culture of continuous improvement, supporting colleagues through change and maintaining high performance in a complex and evolving environment.

You will need to demonstrate an ability to deliver impressive results in a challenging environment of Ministerial and stakeholder scrutiny.

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• Leadership & Line Management: Lead and support Operations Managers (B3 level) through role-modelling leadership behaviours in line with our organisational values and ensuring consistency in approach and, communication across locations, with a key focus on colleague well-being and professional development.
• People & Performance Management: Promote a culture of fairness, dignity, and respect, ensuring teams are engaged, motivated, and aligned with organisational goals and deliver a quality driven operation. Ensure practice is driven by the best available evidence and expectations are clearly communicated.
• Operational Excellence: Work to ensure high-quality outputs are central to your focus on delivering benefits and services. Analysing performance to identifying and share opportunities to improve consistency, efficiency and enhance the client's experience.
• Stakeholder Engagement:  Build and sustain strong stakeholder relationships across Social Security Scotland, the wider Scottish Government and the Scottish Courts and Tribunals Service to support effective decision-making and service delivery. Collaborate with internal and external partners on continuous improvement projects to enhance the operational performance of benefit and services you will be responsible for delivering.

Success Profiles

We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each. Find out more about the framework here.

For this opportunity, the following Success Profile elements will be assessed:

Technical/Professional Skills:

You will demonstrate the following skills within the ODP Competency framework | SSS - Social Security Scotland.

• Data and Insight - (Level: Practitioner)

Experience

• Previous leadership experience in a large-scale service delivery environment with a focus on strategic performance and quality improvement.

Behaviours

• Changing and improving (Level 4)
• Communicating and influencing (Level 4)

You can find out more about Success Profile Behaviours here.

How To Apply

Please apply online, providing a Supporting Statement (of no more than 750 words) detailing why you’re interested in the role, and evidence of how you demonstrate the Success Profiles noted above.

Please note that a CV is not required for this temporary opportunity.

Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples 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, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.

Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.

If you are interested in this opportunity, you should seek permission from your C-band manager or relevant unit head before applying on a level transfer (TLT) basis. If applying on Temporary Promotion you should inform your C-band manager or relevant unit head from the outset of your intention to apply. If successful in your application, your release must be agreed by your C-band manager or relevant unit head.

Please note that the post is only open to individuals who have satisfactorily completed their probationary period.

Please check here for full eligibility rules.

Dates to Remember

Statement submitted by: 23:55 on Thursday 1st October 2026.

Informal chats: week commencing 19th October 2026. (This may be subject to change)

Duration

This temporary opportunity will be for up to 3 months.

Hybrid Working

Our standard hours are 35 hours per week, and we offer a range of flexible working options, depending on the needs of the role. We embrace a hybrid working style where all colleagues will spend time in either our Glasgow or Dundee offices. There is an expectation of a minimum 2 days per week in your assigned location.

Further Information

This role is only available to those currently employed (on a permanent basis) by Social Security Scotland, Scottish Government Main or Common Citizenship organisations. Please note that applicants from Common Citizenship organisations may apply only on a promotion basis and not via a level transfer.

Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at recruitment@socialsecurity.gov.scot.

If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via recruitment@socialsecurity.gov.scot.

If you have any questions about the role please contact Jane Turner at Jane.Turner@socialsecurity.gov.scot