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Business Change and Continual Improvement Manager

Maritime and Coastguard Agency
Closing date
29 Dec 2023

Job Details

Job summary

Could you plan and deliver operational change in-order-to drive efficiency?

Are you able to build up strong working relationships with various stakeholders?

Can you work collaboratively to successfully identify improvements and implement solutions?

If so, we'd love to hear from you!

This role provides an exciting opportunity to utilise your creativity to identify solutions and see this through to delivery, supporting others through the beneficial changes and seeing the positive outcome of your work.

The Maritime and Coastguard Agency (MCA) implements the government's maritime safety policy in the United Kingdom and works to prevent the loss of life and occurrence of pollution on the coast and at sea.

Safer lives. Safer Ships. Cleaner Seas.

Our vision is to be a world-leading organisation, accelerating the transition to sustainable shipping with non-negotiable safety standards. We put our people, our customers and our planet at the heart of everything we do.

We welcome applications from all communities, and we don't discriminate against any identity. We're interested to hear from you, regardless of your background.

Job description

The Seafarer Services Section ensures high standards of marine safety and marine environmental protection through delivery of policy, legislation and associated guidance within the areas of Seafarer Safety and Health, and Seafarer Services. These branches deal with the health requirements for seafarers on all UK ships and the skills and qualifications of all seafarers working on UK vessels.

The Business Change and Continual Improvement Manager will co-ordinate, plan and deliver change and improvement projects within Seafarer Services. This includes the review and modernization of existing systems and processes including maintenance and update work, as well as supporting and coordinating activity associated with the planning, development and implementation of new processes, IT systems and process workflows.

The successful applicant may have line management responsibility and oversee the work of the Business Change and Continual Improvement Coordinator.

Responsibilities include but are not limited to:
  • Planning and delivering operational change and managing continual improvement within Seafarer Services. This will be in a customer contact centre process environment involving the processing of applications and database IT systems.
  • Identifying areas of business improvement within Seafarer Service processes and IT systems to drive efficiency, productivity and customer service through the analysis of existing work flows.
  • Designing process flows/runbooks for new and existing processes to assist with the implementation of new processes and new IT systems.
  • Engaging with stakeholders, within and outside of Seafarer Services, who will be affected by a process or system change throughout the change implementation journey ensuring they have sufficient training guidance and understanding of the change. Stakeholders will include, but not be limited to, Certification Colleagues, MCA IT, Marine Offices and MCA Procurement.
  • Leading and co-ordinating meetings and working groups with relevant stakeholders to analyse opportunities for improvements to existing main systems and working practices, inviting input from stakeholders and communicating project plans and progress. Stakeholders will primarily be Certification Operations Manager, Certification Manager, Certification Officers and Seafarer Services Business team.

Additional information

This role will be based in the Southampton HQ (or relevant office). MCA supports flexible working and operates a hybrid working model between home and office for this role, giving you greater flexibility over where and when you work.

The expectation is that you will spend a minimum 60% of your working time based at your principal workplace. Details of the arrangement will be discussed further with your line manager.

There may be a requirement for travel on official duty within the UK, which may involve overnight stays away from home.

Person specification

We are looking to be joined by someone who has experience of identifying areas for business improvement and designing process flows/runbooks for new and existing processes.

You will be confident engaging and collaborating with stakeholders and will utilise your excellent communication and interpersonal skills to build rapport and establish yourself as a trusted advisor, able to sell the benefits of change and influence other to achieve buy-in and acceptance.

You are naturally inquisitive and value knowledge, ask questions and seek answers in-order-to deliver successful outcomes. You have good attention to detail and are thorough with your work to ensure accuracy.

About Operational Delivery Profession (ODP)

Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles. All critical to the delivery of UK public services.


We'll assess you against these behaviours during the selection process:
  • Seeing the Big Picture
  • Changing and Improving
  • Making Effective Decisions
  • Communicating and Influencing
  • Working Together


Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.

Click here to get a copy of the MCA Staff Benefits Brochure

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours and Experience.

How to Apply

As part of the application process, you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.

CV and Personal Statement:

Within your CV and personal statement please demonstrate your knowledge and experience of:
  • Experience in identifying areas of business improvement to drive productivity and service.
  • Experience in designing process flows/runbooks for new and existing processes.
  • Experience in engaging with stakeholders through a process or system change.

Your personal statement will be limited to a maximum of 1000 words.

It is essential when submitting your personal statement that you provide as much detail as possible, and utilise the full word count given, against the essential criteria outlined above as this will be used in conjunction with your CV to assess candidate suitability to move to the next round in the recruitment process.

Sift and Interview Dates:

The sift is due to take place from Wednesday 3rd January 2024.

Interviews are likely to be held week commencing Monday 15th January 2024.

This interview could be conducted online via Teams or face to face at Southampton HQ. Further details will be provided to you should you be selected for interview.

We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.

The selection process will be designed specifically for the role. As a result, your assessment will include:
  • An interview and presentation

You're encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.

Reasonable Adjustments

As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.

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

If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via . as soon as possible before the closing date to discuss your needs.

Document Accessibility

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

This job advert contains links to the DfT Careers website . Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email . for assistance.

Further Information

For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.

Pre-employment Checking

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 Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.

Feedback will only be provided if you attend an interview or assessment.


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

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window) .

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.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.


The Maritime and Coastguard Agency (MCA) is an executive agency of the United Kingdom working to prevent the loss of lives at sea and is responsible for implementing British and international maritime law and safety policy. It is also responsible for land based search and rescue helicopter operations from 2015.

Its responsibilities include coordinating search and rescue (SAR) on the coastline and at sea through His Majesty's Coastguard (HMCG), ensuring that ships meet international and UK safety standards, monitoring and preventing coastal water pollution and testing and issuing Merchant Navy Certificates of Competency (licences) for ships' officers and crew to STCW requirements The organisation is led by Virginia McVea, its Chief Executive, who took up post in February 2023.The MCA are chiefly responsible for the syllabus and national training standards issued by the Merchant Navy Training Board (based at the UK Chamber of Shipping).

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