Business Analyst Manager

East Kilbride, Manchester, Nottingham, Edinburgh, Newcastle, Cardiff, Glasgow, Leeds
£52,598 - £59,294 + benefits
04 Aug 2022
23 Aug 2022

At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

Customer Service Group (CSG) Continuous Improvement Delivery Team play an essential role in contributing to changes across all lines of business within CSG which include Business Tax and Customs, Personal Tax, Benefits & Credits and Debt Management.

We provide a centralised Business Analyst team within our Customer Service Group change function, working as part of multifunctional teams to deliver change.

Formed in April 2018, Operational Excellence (OE) brought together the teams that help drive change and improvements within CSG, and the teams which provide support to the CSG operational areas ensuring their smooth running. Being the at the centre of most CSG operational activity, OE is the ideal area to shape your career, offering a vast amount of unique learning and development opportunities.

Job description

This is a wonderful and challenging opportunity to join the senior leadership of a dynamic and forward-thinking team.

Your team will provide the bridge between the business and technology, acting as an advocate for and support the technology, development, and project management teams.

This role requires a person with strong analytical, organisational, communication and leadership skills. The working environment requires flexibility with the ability to deal with multiple time sensitive priorities.

Through your leadership your team will be able to understand and analyse user and business needs.

You will ensure outcomes are aligned with service vision and business strategy by contributing to the link between current and future business models and delivering to the business architecture.

A key part of this role is constructive challenge and acting as a critical friend to achieve solutions that are fit for purpose.

We are proud of how we promote professional and personal development, which is supported through coaching, mentoring and investing to continually improve the capability and capacity of professional skills across the organisation.

If you can facilitate collaboration and lead effective communication with all stakeholders to support design, build and delivery to meet the user needs then please apply!

Regular travel, including occasional overnight stays will be a feature of this role.


• Be responsible for delivery of robust problem statements, driving detailed analysis and working with multi-functional teams in often challenging and ambiguous environments to create recommendations for service improvements.

• Co-ordinate and lead on the evaluation of requirements against the present state (where we are) and the target state (where we want to be) and identify opportunities to develop successful business requirements.

• Communicate effectively with your stakeholders using a variety of methods, including verbal, written and presentation skills to ensure opportunities, solutions, requirements, risks, dependencies, and benefits are clearly understood.

• Provide direction for your team on the best BA techniques and tools to deliver the BA Services required by the projects within your portfolio.

• Identifying synergies in change requests to optimise use of resource to meet business needs while maintaining flexibility to respond to emerging issues or conflicting priorities.

Desirable Criteria

• Experience of leading a team across multiple locations, ensuring adequate professional development.

• Experience of working in Operational Delivery Profession (ODP) or sound business knowledge of operational processes across HMRC CSG or similar organisations.

• 'Relevant professional qualification ( BCS Professional Certificate in Agile Business Analysis/ International Diploma in Business Analysis) OR a willingness to work towards one.

Working Hours

These posts are full time however applicants who wish to work Special Working Arrangements (SWA) are welcome to apply. The preferred working pattern may or may not be available, agreement will be subject to business need, and any request to work a SWA should be made to the Vacancy Holder prior to applying for the role.

Technical skills

We'll assess you against these technical skills during the selection process:
  • You will also be asked to complete a 7 minute presentation on Technical Skills at interview.


  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity
  • A Civil Service pension with an average employer contribution of 27%

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.