SHARED SERVICE CENTRE FOR THE DfT
JOB TITLE: Operations Manager – Finance services
LOCATION: Shared Service Centre, Swansea
GRADE/BAND: Grade 7
Occasional travel may be required, for which appropriate notice will be provided
This is an operational management role based in the Shared Services Directorate which has
operational responsibility for the Shared Service Centre, Swansea. The programme delivery
team is also based in Swansea and there is a small London based support team.
The Shared Service Centre provides a range of finance, HR, payroll and purchase to pay
(P2P) services to some 15,000 customers within the Department for Transport and its
Executive Agencies (Driver and Vehicle Licensing Agency, Driving Standards Agency,
Vehicle Certification Agency and Highways Agency). Both the Maritime and Coastguard
Agency and VOSA are expected to join the shared service adding a further 5500 customers.
The solution is based on SAP ERP. The role will be based in the Department for Transport
Shared Service Centre in Swansea.
The Operations Manager – Finance services delivery area includes Record to Report, Order
to Cash and Payroll and will be responsible for the day to day management, process
adherence, operational continuous improvement and tactical operational management
matters within the area and lead and manage its transactional services provided.
This is a senior managerial role which calls for sound judgement, good communications and
exceptionally strong line management skills. (The role will also provide direction and
leadership for the Finance Services Delivery area in order to maximise performance and
ensure customer satisfaction, both to DfT business units and employees of these
This job is based in the Shared Service Centre, Swansea Vale, where the over-riding culture
is one of customer service. Responsible for a large team of managers, first line, specialist
and transaction processing staff dealing with finance transactional processes. The Operations
Manager will work effectively as part of the SSC operational management team to provide
leadership and direction.
KEY RESPONSIBILITIES / ACTIVITIES
Provide professional direction and leadership to the Finance services function which
includes Record to Report, Order to Cash & Payroll and participate actively in the
management of the Shared Service Centre through membership of the Shared
Service Centre management team.
Develop, manage and review business plans for Finance, linked to performance
management standards which will deliver efficient, customer-focused service across
the customer base.
Manage staff, resources and transactional processes in the Finance services Delivery
area. Compiling objectives and ensuring team delivery against those objectives.
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Assist and support the Finance Subject Matter Expert (SME) to introduce new ways
of working and efficiency measures.
Assist colleagues in the effective and efficient operation of the Shared Service Centre
and introduce appropriate efficiency innovation.
Account for service level agreements (SLAs) with business units and monitor and
review performance, maintaining rigorous controls to ensure the integrity of all data.
Continuously explore opportunities for efficiency and effectiveness gains through
partnership working with other Government Departments and external service
providers in the areas of Finance and where appropriate procurement.
Contribute to, and implement, Shared Services plan and strategy
Develop a team based culture and establish an environment which strives for
Work with other senior colleagues to ensure business continuity and resilience across
the Shared Service directorate.
Responsible for the tactical and operational matters of the Finance services delivery
Any other duties which may be expected or required of the role or grade.
The incumbent will be accountable for Finance Services performance including timelines,
accuracy and the following:
Effective and efficient management of the Finance and Payroll delivery area
Ensuring that customers (are served in terms of statutory returns and professional
Ensuring that customer business units are served in terms of compliance to
legislation and statutory returns
Team briefing and ensuring effective all-round communications within and from the
Finance services delivery area
Continuous improvement of Finance services processes and operations
Ensuring professionalism of Finance and Payroll delivery and that Finance services
employees operate professionally e.g. data protection, maintaining agreed data
standards, integrity and confidentiality
REPORTING STRUCTURE - Reports to: The Head of SSC Operations
Positions reporting to: Accounting and Reporting Team, Payroll, Order to Cash and
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KEY PERFORMANCE INDICATORS
Responsible for meeting agreed SLA performance targets
Responsible for the achievement of KPIs within the function.
Responsible for Finance services staff management and performance including
Support the Finance SME and in their absence identify innovative and improved ways
of working to increase efficiency and provision of service
Performance management including employee attendance and customer satisfaction
Audit compliance and approvals
COMPETENCIES REQUIRED LEVEL
Drive to achieve results 4
Judgement and decision making 4
Customer service orientation 5
Planning and organising 4
Analysis and problem solving 4
Working collaboratively 5
Influencing others 5
Self awareness 4
Creativity and innovation 4
Developing self and others 5
Understanding strategy and strategic thinking 4
Educated at least to degree level.
Professional accountancy qualification (such as C.I.P.F.A. or A.C.C.A, etc)
Qualification appropriate to the functional delivery area
Project Management qualification e.g. Prince 2
Management qualification e.g. DMS or MBA
High level of understanding of the operation of a customer-focused service
Expert knowledge of change management principles and budget control.
Knowledge of the interrelationships between Finance activities
Knowledge of SAP or similar ERP, and how to leverage technology to deliver
efficiency and effectiveness
High level knowledge of creating and sustaining a significant new operation
Knowledge of non-transactional elements of Finance Services
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SKILLS AND ABILITIES
Proven ability of delivering high quality, measurable services.
Proven ability to manage teams and dealing with conflicting demands
Proven ability to establish credibility and effective relationships at senior management
Solution and results orientated.
Strong customer focus.
Highly developed leadership and people management skills.
Significant experience as a senior finance manager in a large service organisation.
Experience of leading a service organisation through change and taking on a new
Experience of working in a Shared Service Centre or similar environment
Good working knowledge of payroll and good understanding of the controls and
Experience of working within the public sector.
Proven experience of statistical analysis, and subsequent project
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