Higher Risk Cases and Quality Assurance Manager - B3

Are you a motivated and enthusiastic team player?  We are looking for someone to join the Regulation and Improvement Team within OSCR on a temporary basis to the end of August 2027.  This vacancy is open to internal applicants across OSCR, SG Core and other Government Departments.  Expressions of interest are invited for this vacancy.

he Scottish Charity Regulator (OSCR) is the independent regulator and registrar for Scottish charities. We are accountable directly to the Scottish Parliament and operate independently from Scottish Government. Our role is to build trust and confidence in charities, hold them to account, and support them to make a positive impact.
Within the Regulation and Improvement Team there are three casework teams who deal with a variety of casework ranging from assessing applications for new charities to undertaking investigations into charities where there is a concern about wrongdoing.  

This is an important management role within OSCR’s Regulation and Improvement function. You will lead one of two Higher Risk Cases teams, ensuring that OSCR’s response to higher-risk concerns is robust, proportionate, timely and focused on the areas where regulatory action can have the greatest impact.

We’re looking for someone who brings strong operational leadership, sound judgement and experience of delivering casework. You will be confident in managing sensitive or complex work, supporting staff to make evidence-based decisions, and using data and insight to drive continuous improvement. You will work collaboratively to ensure that resources are focused on the highest-risk areas, that casework is progressed in accordance with agreed procedures, legislative requirements and principles of procedural fairness, and that quality assurance activity supports consistent, high-quality decision-making across the organisation.

Working closely with senior colleagues, you will contribute to shaping OSCR’s regulatory approach, ensuring that learning from higher risk casework and quality assurance activity informs organisational priorities, process improvement, positive engagement and effective outcomes for charities and the public.

This role is responsible for a team of four caseworkers and reports to the Senior Manager Higher Risk Cases and Quality Assurance.

Responsibilities

• Lead, manage and motivate the higher risk team to ensure that identified higher risk in the sector is addressed proactively or reactively, embedding an agile approach so that resources are focused on the highest risk areas.
• Lead colleagues across OSCR in developing and embedding effective and robust approaches to quality assurance, maintaining high and consistent standards of decision-making and customer service and support continuous improvement.
• Champion and model OSCR’s continuous improvement culture, ensuring that the team uses data and insight to identify improvements to procedures, processes and outcomes in line with OSCR’s corporate plans.
• Plan and set operational targets for the team that deliver agreed customer service outcomes, using reporting and forecasting tools to ensure that deadlines are met and that the team is resilient and resourced effectively.
• Work with other casework team managers to deal proactively and flexibly with varying casework priorities and pressures.
• Work with colleagues across OSCR to identify trends and issues, agree solutions and proactive measures by OSCR to enable continuous improvement in charities and increase public confidence in them.
• Ensure that the team works in accordance with agreed procedures, legislative requirements and procedural fairness, de-escalating work to other teams when the risk changes.
• Develop and support the team and individuals with their learning and development needs, ensuring that succession plans are in place.