Product Owner with specialist skills for UCFS Digital Service Centres OCC
Specialist role Product Manager
- Contract
Overview
The requirement is to procure an individual who has previous experience of setting up and/or operating within an advanced OCC environment. Their main focus will be to provide support and advice to the OCC Management Team as they grow the OCC capability and expand activities to match the design.
Summary of the work
Delivery of DWP OCC capabilities Ensuring the original thinking and principles for the OCC Design are fit for purpose; Ensuring the key features identified cover the priority areas needed moving forward; Identifying any gaps in the design which will prevent the OCC being effective in the short and medium term; Looking at proposals for OCC ways of working, operating arrangements, business systems and controls as UC expands and volumes and work areas in the OCC increase; and Advising on industry best practices which may have application to the OCC and supporting continuous improvement.
Expected contract length
12 months, with a review on a monthly basis.
Region
Yorkshire and the Humber
Organisation the work is for
Department of Work and Pensions
About the work
Who the specialist will work with
UCFS DSC Programme Team and OCC in Operations
What the specialist will work on
Delivery of DWP OCC capabilities Ensuring the original thinking and principles for the OCC Design are fit for purpose; Ensuring the key features identified cover the priority areas needed moving forward; Identifying any gaps in the design which will prevent the OCC being effective in the short and medium term; Looking at proposals for OCC ways of working, operating arrangements, business systems and controls as UC expands and volumes and work areas in the OCC increase; and Advising on industry best practices which may have application to the OCC and supporting continuous improvement.
Work setup
Address where the work will take place
Split location between Leeds One Office Park and Hartshead Square Sheffield with other travel also required.
Working arrangements
Expectation that post holder will fully integrate into the team and provide expert advice, will need to work flexibly, dependent on demand of the role day to day. Depending on discovery and investigative work some overnight stays may be required. We would still expect that expenses are within our budget limits and provide value for money.
Security clearance
Baseline Personnel Security Standard
Skills and experience
Essential skills and experience
- Experience of designing, developing and implementing a multi-channel operational control centre
- Channel Shift and Assisted Digital models
- Proven track record of managing stakeholder communities
- Understanding of key digital enablers and multi -channel delivery
- Understanding of public and/or private sector digital initiatives
- A high level of digital literacy and capability
- Significant experience in the development and operation of transformational digital services to high volumes of users
- Extensive experience of a wide range of digital suppliers and of innovative approaches to sourcing services.
- Proven track record of managing stakeholder communities
- Proven track record of delivering a multi-channel operational control centre
- Ability to work effectively across boundaries
- Strong analytical skills and the ability to assimilate large amounts of data
- An understanding and appreciation for strategic design and development, coupled with practical application of ideas
- A commitment to quality and a willingness to constructively challenge
- Ability to generate new and innovative approaches to problems/blockers
Nice-to-have skills and experience
- Experience in running a “Live” Digital Service
- Experience of working in an agile development environment
All your information will be kept confidential according to EEO guidelines.
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