Deputy Director of Operations

Job summary

In recognition of the hurt caused by the infected blood scandal and highlighted by the Infected Blood Inquiry (IBI), the government has accepted the moral case for a compensation scheme to pay compensation to those infected and affected.

The Infected Blood Compensation Authority (IBCA) is a new arm’s-length body set up, at unprecedented pace, to administer compensation to people whose lives have been impacted by the infected blood scandal.

IBCA will ensure payment is made in recognition of the wrongs experienced by those who have been infected by HIV, Hepatitis B or C, as well as those who love and care for them. They have been frustrated and distressed by the delays in achieving proper recognition, and we must help put this right.

We are committed to putting the infected and affected blood community at the centre of every decision we make and every step we take to build our organisation to deliver compensation payments.

IBCA employees will be public servants. If successful in this role you will be appointed directly into IBCA, on IBCA terms and conditions as a public servant. Successful applicants will join the Civil Service Pension Scheme.

Please note that the mission of IBCA means that it is likely to be fully operational for a period of approximately 5 years, after which IBCA will become a smaller residual service. When IBCA’s work begins to wind down, IBCA employees will receive support and practical guidance to find a new role, whether in the Civil Service, another Arms Length Body (ALB), or an external employer.

Job description

About the Role

The Deputy Director of Operations role is a demanding but incredibly rewarding role which carries a high level of responsibility. It also brings with it great variety and the opportunity to make a difference to the service we provide to people whose lives have been impacted by infected blood across the UK.

The Deputy Director of Operations is an influential senior leader in the Infected Blood Compensation Authority (IBCA). You will be responsible for growing and maintaining a high leadership profile across the team, inspiring our people to keep them motivated and engaged to deliver the best possible claimant service in a challenging environment.

You will report directly to the Chief Operating Officer.

This role is responsible for delivering high-quality, trauma-informed, and user-focused services for IBCA in an agile environment. We are still building the service, and as such you will play a key part in influencing the design and implementing processes in a test and learn environment. The number one goal for this new organisation is to build and maintain trust with its users, who are people either infected or affected by the blood scandal. Effective, open, and transparent communications will play an important part in this, as will your part in building a culture which has the user at the heart of all we do and deliver with a focus on respect, empathy, and transparency whilst protecting the wellbeing of your teams.

You will be responsible for leading up to 600 people across sites in both Newcastle and Glasgow and as such frequent travel will be required.

Key Responsibilities

1. Leadership and Developing the Operational Organisation

• Lead operational teams (up to 600 staff) accountable for paying circa £11.8 billion in the Infected Blood Compensation Scheme. .
• Lead the Authority's Operational Organisation and Profession.
• Coach and develop the Senior Leadership team to deliver the trauma-informed compensation scheme.
• Shape the operational culture across three sites, focusing on respect, empathy, transparency, and user-centric service delivery.
• Cultivate a positive and productive culture across all operational sites, ensuring the department is recognised as an excellent place to work.
• Build and scale a diverse, agile workforce by prioritising professional development and instilling a 'lean' mindset focused on iterative improvement and collective success
• Lead through significant change and ambiguity in an agile "test and learn" environment.

2. Delivering an Excellent Service

• Lead the Operational Senior Leadership team on end-to-end Service Delivery, ensuring operational influence on digital and data strategy for agile, user-focused delivery.
• Co-create operational policy from regulations, converting complex legislation into guidance and training products for fair, accurate, and prompt assessment of claims.
• Own and embed the Operational Service Excellence function for effective performance, planning, and delivery.
• Own the Operational People Excellence function to build capability and assure a trauma-informed environment for all operational roles.
• Deliver against Key Performance Indicators (KPIs) and SLAs to deliver operational effectiveness and efficiency. Ensuring supply matches demand and plans are delivered effectively to meet the required pace.
• Support the development and implementation of operational policies and procedures to enhance efficiency and service delivery.
• Counter expected fraud risk by ensuring Claimant Services staff have the capability to detect and prevent it.
• Work collaboratively with the Service Integrity and Improvement Deputy Director to ensure quality assurance data translates into appropriate leadership action, coaching and learning which will involve regular contact and engagement.

3. Stakeholder Engagement

• Build trust and confidence within the affected communities.
• Collaborate with diverse representative groups to understand community needs, build trust, and communicate effectively.
• Deliver the Claimant Support and Resolution Centre for community contact, complaints resolution, telephony, and scheme registrations.
• Lead the working group with Infected Blood Support Schemes to share good practice and ensure safe transition into IBCA.
• Support the management of commercial arrangements for solicitors and financial advisors supporting compensation claims.
• Maintain a strong Clinical Advice partnership and manage contracts to ensure decisions are based on sound clinical advice.

Person specification

It is important that, through your CV and supporting statement, that you provide evidence of the professional skills, breadth of experience and personal qualities for this post.

Essential Criteria:

• Proven experience leading, managing, and developing large, high-performing, resilient teams
• Exceptional leadership and people management skills, with the ability to inspire and motivate teams. Committed to building inclusive teams that reflect the diversity of the communities served.
• Excellent communication and stakeholder management skills, with a track record of collaborating with senior internal and external stakeholders and building trust within vulnerable communities.
• Strong background in the Operational Delivery Profession with a demonstrated ability to balance competing demands such as compassion, empathy and efficiency.
• Strong political acumen with a proven ability to manage services effectively under the weight of public and regulatory scrutiny in an emotionally charged environment.
• Resilience and adaptability in a fast-paced, evolving environment with strong emotional intelligence.

Desirable Criteria:

• Proven experience in managing commercial arrangements and delivery for key third-party services.

Benefits

Alongside your salary of £90,169, Infected Blood Compensation Authority contributes £26,121 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Premium allowance paid monthly after probation
• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service Pension which provides an attractive pension, benefits for dependants and employer contributions of 28.97%
• 32.5 days of paid annual leave plus 8 bank holidays
• Family friendly policies to support you and your everyday responsibilities
• Enhanced maternity and paternity leave, up to 12 months shared parental leave

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 (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Application Process

To apply for this post, you will need to complete the online application process, outlined below. This should be completed no later than 23:55, Tuesday 7th April 2026.

1. A CVsetting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years.

2. A Statement of Suitability (no longer than 1250 words) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the essential criteria in the person specification. Please click here for more information: https://www.civil-service-careers.gov.uk/how-to-write-your-ps/

Failure to complete both sections of the online application form (CV and Statement of Suitability) will mean the panel only have limited information on which to assess your application against the criteria in the person specification.

Please note that both your CV and Statement of Suitability will be scored during the sift stage. If you are shortlisted, you will be invited to complete a Staff Engagement Exercise and an Individual Leadership Assessment, alongside a formal interview.

As part of the online application process, you will be asked a number of diversity-related questions. If you do not wish to provide a declaration on any of the particular characteristics, you will have the option to select 'prefer not to say’.

Should you encounter any issues with your online application please get in touch with us via: scscandidate.grs@cabinetoffice.gov.uk

Shortlist

Your application will be acknowledged when it is received.

A panel, including the vacancy holder, will assess your application to select those demonstrating the best fit with the role by considering the evidence you have provided against the criteria set out in the Person Specification. Failure to address any or all of these may affect your application.

The timeline later in this advert indicates the date by which decision is expected to be made, all longlisted and shortlisted candidates will be advised of the outcome as soon as possible thereafter.

Assessment

If you are shortlisted, you will be asked to take part in a series of assessments which will include psychometric tests and/or a staff engagement exercise. These assessments will not result in a pass or fail decision. Rather, they are designed to support the panel’s decision making and highlight areas for the panel to explore further at interview. For more information about the assessment process, please follow this link: https://scs-assessments.co.uk/

If you are successful at the application stage, you will be invited to attend an in person panel interview in Newcastle, in order to have a more in-depth discussion of your previous experience and professional competence in relation to the criteria set out in the Person Specification. We will be assessing against the success profile, Experience at interview. We will ask you to deliver a presentation or participate in a scenario style exercise and you will be given the subject in advance.

You may also have the opportunity to speak to the vacancy holder, Sindy Skeldon prior to the final interview to learn more about the role and organisation. Please note this is not part of the formal assessment process.

Full details of the assessment process will be made available to shortlisted candidates.

Indicative Timeline

We will try and offer as much flexibility as we can, but it may not be possible to offer alternative dates for assessments or interviews. You are therefore asked to note the below timetable, exercising flexibility through the recruitment and selection process, in order to meet the dates given. Please note that these dates may be subject to change.

The anticipated timetable is as follows:

Advert Close Date: 23:55, Tuesday 7th April 2026

Shortlist: Week commencing 13th April 2026

Assessment: Week commencing 27th April 2026

Informal Chats: Thursday 7th or Friday 8th May 2026

Interview: Week commencing 11th May 2026

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via scscandidate.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Further Information

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to IBCA from another employer will mean you can no longer access childcare vouchers. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website)

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the IBCA if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If you are experiencing accessibility problems with any attachments on this advert, please contact: scscandidate.grs@cabinetoffice.gov.uk

PLEASE NOTE: IBCA employees are public servants, therefore the Civil Service Nationality Rules (CSNR) do not apply. Candidates who do not meet the CSNR are welcome to apply and applications will not be rejected: successful candidates however will be subject to a Right to Work check to work within the UK.

Feedback will only be provided if you attend an interview or assessment.This role has a minimum assignment duration of 3 years. An assignment duration is the period of time a Senior Civil Servant is expected to remain in the same post to enable them to deliver on the agreed key business outcomes. The assignment duration also supports your career through building your depth of expertise.

As part of accepting this role you will be agreeing to the expected assignment duration set out above. This will not result in a contractual change to your terms and conditions. Please note this is an expectation only, it is not something which is written into your terms and conditions or indeed which the employing organisation or you are bound by. It will depend on your personal circumstances at a particular time and business needs, for example, would not preclude any absence like family friendly leave. It is nonetheless an important expectation, which is why we ask you to confirm you agree to the assignment duration set out above.

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) (opens in a new window)
• 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 (opens in a new window)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.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.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.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 : SCS Recruitment Team
• Email : scscandidate.grs@cabinetoffice.gov.uk

Recruitment team

• Email : scscandidate.grs@cabinetoffice.gov.uk

Further information

Our recruitment and selection processes are underpinned by the requirement of selection for appointment on the basis of merit by a fair and open competition. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should contact the Recruitment Team at scscandidate.grs@cabinetoffice.gov.uk

Attachments

Director of Operations IBCA - CIP Final Opens in new window (pdf, 889kB)Deputy Director of Operations Accessibility Pack (1) Opens in new window (docx, 513kB)