Director, Small Business & Individuals / Director, Volume Compliance & Shared OperationsJoin to apply for the Director, Small Business & Individuals / Director, Volume Compliance & Shared Operations role at HM Revenue & CustomsWe are recruiting for two pivotal Senior Leadership roles within HM Revenue and Customs (HMRC):Director, Small Business & Individuals (SBI)Director, Volume Compliance & Shared Operations (VCSO)This is a pivotal Senior Leadership opportunity reporting directly to the Director General, Customer Compliance, within HM Revenue and Customs (HMRC). The Customer Compliance Group (CCG) plays a critical role in safeguarding the UK tax system, bringing in tens of billions of pounds of tax that would otherwise go unpaid. CCG aims to close the tax gap further, with an ambition to raise c.£10bn more by 2029/30.You will lead one of two new, strategic Directorates—Small Business & Individuals (SBI) or Volume Compliance & Shared Operations (VCSO). Both roles require strategic leadership, experience leading complex operational change, and driving performance improvements across a large-scale delivery function. Each Directorate is undergoing significant transformation and capability growth as HMRC recruits 5,500 new officers over the next four years.You will be a highly visible and engaging leader, championing HMRC values and shaping the inclusive, professional culture required to ensure compliance, maintain public trust, and achieve ambitious goals.About the RoleThe successful candidate will be appointed to one of these two roles within the Customer Compliance Group (CCG), both of which are critical to HMRC's strategy to maintain a record low tax gap.Directorate: Small Business & Individuals (SBI)SBI mitigates tax risks across the UK’s 5.3 million small businesses and individuals. This directorate has around 4,100 people and is experiencing significant growth.Key Responsibilities Include:Highly visible and engaging leadership of this new Directorate, championing HMRC strategy and values and role modelling the inclusive and collaborative culture needed to make HMRC successful.Lead a significant transformation agenda while ensuring effective delivery of compliance operations and capability development.Advising Ministers and senior stakeholders on tax compliance in the customer groups served by SBI, and facilitating the development of co-ordinated plans to tackle the small business tax gap across HMRC.Maintaining and developing excellence in operational delivery, increasing sustained voluntary compliance and tackling non-compliance through targeted interventions.Ensuring robust planning, performance management and assurance of a wide range of complex casework, improving productivity and professionalism.Working on behalf of the Department of Business and Trade (DBT) to enforce the National Minimum Wage.Directorate: Volume Compliance & Shared Operations (VCSO)VCSO is responsible for delivering scalable, high-volume interventions to improve compliance across large customer populations. It also houses essential shared services that support operational compliance across the whole of CCG. This directorate has around 3,850 people and is also growing significantly.Key Responsibilities Include:Highly visible and engaging leadership of this new Directorate, championing HMRC strategy and values and role modelling the inclusive and collaborative culture needed to make HMRC successful.Lead a significant transformation agenda while ensuring effective delivery of volume compliance interventions and shared support for operations.Working with wider CCG teams to identify, design and deliver high volume interventions that will enable improved compliance.Delivering shared services to support operational compliance work including audit, accountants, insolvency and civil recovery. Developing robust approaches to improving this service offering.Ensuring robust planning, performance management and assurance of a wide range of high volume compliance interventions, improving productivity and professionalism.Shared Responsibilities (Both Roles)Continuously building capability and professionalism and embedding HMRC’s Charter in the way we work.Ensuring the Directorate is transforming in line with HMRC’s Transformation Roadmap and innovating to improve effectiveness and efficiency, using data and insight to improve compliance.Building effective working relationships across HMRC and delivering collaboratively across business boundaries.Contributing to the leadership of Customer Compliance Group and HMRC, taking on corporate leadership responsibilities.Person SpecificationBoth roles require strategic leadership, and experience of leading complex operational change and driving performance improvements across a large-scale delivery function.A visible and engaging leader who role models inclusive leadership, and builds customer trust.A strong strategic thinker with experience of developing new approaches to complex problems impacting significant numbers of customers.Experience of leading teams delivering work in a complex and high-profile environment, confident managing external scrutiny.Experience of leading successful delivery of high volumes of complex customer casework to a high standard.A demonstrable track record of working collaboratively across team boundaries to achieve results.A track record of delivering change successfully, engaging colleagues and customers effectively, and ensuring benefits are realised.Track record of building strong and influential relationships across a range of senior communities, internal and external.Up to date knowledge, expertise, and practical experience of tax. No tax qualification is required but you should be able to demonstrate expertise within this field. (Please include any tax qualifications you hold on your application form.)Understanding what drives non-compliance and the type of interventions that enable customers to comply with their tax obligations will be pivotal to success in these roles. You will be developing new ways of working and shaping the future of compliance operations at an exciting time, collaborating with colleagues across HMRC, wider government and external stakeholders. You will find your experience is valued and your professional and leadership insight put to great use in an exciting, fast paced and supportive environment, where we look to bring out the best in each other and our colleagues, while challenging ourselves all the time to do better.If you are ready for your next challenge and are interested in joining the compliance senior team, we look forward to hearing from you.Closing: 23:55 on Monday, 5th January 2026 #J-18808-Ljbffr