Operational Policy Team Lead

Join Social Security Scotland as an Operational Policy Team Lead and play a key role in shaping and improving the services that support people across Scotland.

As an Operational Policy Team Lead, you will lead the delivery of operational change and continuous improvement, ensuring our services remain effective, compliant, and centred on the needs of our clients. Working within the End-to-End Benefits and Operational Policy Team, you will influence the design, development, and ongoing enhancement of operational policy and service delivery, helping to translate strategic priorities into positive outcomes for clients and colleagues.

This is a high-profile and rewarding role operating across a complex stakeholder landscape. You will work collaboratively with policy, operational, digital, and delivery teams to drive improvements, embed learning from client and operational feedback, and ensure services continue to evolve to meet changing needs. You will be expected to lead through change, make informed decisions in a dynamic environment, and maintain a strong focus on delivering excellent client outcomes.

As a people leader, you will also have line management responsibility for a team, supporting their development, performance, and wellbeing while creating a positive and inclusive environment where individuals can thrive and contribute to continuous improvement.

Responsibilities

Support the Benefit Owner in their influence of the Digital, Delivery and Change Division to learn from and impact operational activity and client feedback, ensuring it is incorporated and consistent in the service design of the products being delivered or continuously improved.

Responsible for the end-to-end journey of a benefit / cross cutting areas for colleagues, clients and stakeholders.

Ensure benefit compliance both in design, as well as post implementation.

Responsible for the implementation / interpretation and maintenance of policy and legislative specifications.

Responsible for the development/implementation and maintenance of Operational policies.

Interpret policy and legislative specifications, translating those into priorities and requirements for their benefit areas.

Responsible for assuring that policy and legislative intent is met in change.

Responsible for capacity planning, remediation and governance compliance for Scottish Administrative Exercises including LEAP.

Maintain a single, accurate operational policy repository to underpin consistent decision-making across delivery teams.

Enable effective cross-government working (Social Security Scotland, SG Policy Directorate, delivery partners) to ensure alignment between policy intent and operational delivery.

Work closely with the day-to-day operational teams of Social Security Scotland ensuring lessons are being learnt and closing the feedback loop into the design of future products.

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 post, the following Success Profile elements will be assessed:

Experience

Experience of interpreting and implementing policy and legislative requirements within an operational environment, translating complex information into effective service delivery, operational policy, or business outcomes while ensuring compliance and governance requirements are met.

Experience of leading operational change and continuous improvement activities, using client feedback, performance information, and business insight to identify opportunities, manage risks, and improve service outcomes.

Behaviours

Seeing the Big Picture - Level 3

Leadership - Level 3

Making Effective Decisions - Level 3

You can find out more about Success Profiles Behaviours here.

Technical / Professional Skills

• You will demonstrate the following skills within the ODP Competency Framework:
• Connections and communication with stakeholders - Working Level
• Data and Insight - Working Level

How to Apply

Apply online,providing a CV and a Supporting Statement (of no more than 750 words) which provides evidence of how you meet the Success Profiles above. Both the CV and the Supporting Statement provided will be assessed against the criteria for the role.

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.

Should a large number of applications be received, an initial sift may be conducted using the CV and Supporting Statement on the first 'Experience' criteria. Candidates who pass the initial sift will have their applications fully assessed.

Candidates who are successful at the sift stage will be invited to attend a competency based interview and assessment, which will of comprise a short presentation. These will further assess the experience, behaviours and technical skills outlined in the job advert. Full details of the interview and assessment will be provided with the invitation.

We aim to provide feedback on request. However, if we receive a large number of applications it may not be possible for us to provide specific feedback on your application. We will provide feedback on request to candidates who attend an interview/assessment.

Expected Timeline (subject to change)

Sift - week commencing 26th October

Interviews – week commencing 16th November

Location - In Person in either Dundee or Glasgow

Reserve List

In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 12 months.

About Us

Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from all walks of life in Scotland. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we serve. Find more about us here.

We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.

As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.

Working Pattern

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, which will be either Glasgow or Dundee. If you have specific questions about the role you are applying for, please contact us.

Equality Statement

Social Security Scotland are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation.

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 [email protected].

Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.

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.
• Find out more about our organisation, what we offer staff members and how to apply on our Careers Website.
• Read our Candidate Guide for further information on our recruitment and application processes.
• The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade.
• If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via [email protected].
• Apply before 23:55 on Tuesday 27th October 2026

Contact Name - Resourcing Team

Contact e-Mail - [email protected]