Operations Manager - Merseyside

Key Responsibilities 1.
Jointly monitor operational and clinical performance across PIP & WCA with support from Head of Assurance & Audit using site and individual MI to spot trends, risks and development needs; create and execute improvement plans in line with HR policies. 2.
Own delivery of core TPLs and KPIs for both volume (clearance, timeliness, productivity) and quality (audit pass rates, rework, customer experience) across PIP & WCA, escalating exceptions and driving recovery plans. 3.
Resource planning: align supply to demand across benefits, sites and modalities; work alongside the Planning and Performance team to implement effective booking policies to maximise clearance while protecting quality and claimant journey. 4.
People leadership: build engagement of Health Professionals and direct teams, deploy retention plans, manage absence proactively, and lead effective 1-to-1s, coaching and performance management to reduce attrition and absence. 5.
Drive change and continuous improvement: lead rollout of new technology and ways of working, standardise best practice across sites, and track benefits realisation. 6.
Customer and stakeholder focus: review complaints and CSAT; implement actions to improve the claimant experience across PIP & WCA; manage escalations and maintain strong relationships with DWP and other stakeholders. 7.
Governance, compliance and facilities: ensure adherence to HSE, security and contractual requirements; uphold governance frameworks set by the Head of Operations and Quality. Key contacts and relationships * Operations Director * Head of Operations inc SCP * Head of New Entrant Excellence * Head of Operational Excellence * Heads of Clinical Assurance & Audit * Recruitment * Training Team * Estates & Facilities • Key client relationships and attendance at regular scheduled performance meetings / hosting site visits with commissioners Essential • Experience leading and developing diverse, high-performing teams across multiple sites and benefit types. • Highly organised with the ability to prioritise workloads across complex, fast-changing environments. • Proven delivery of challenging performance targets (TPLs and KPIs) for both volume and quality outcomes. • Strong capability in creating and executing action plans to drive performance improvement. • Confident relationship builder who influences and empowers others to make proactive decisions. • Analytical mindset with strong attention to detail; proficient with spreadsheets and business analysis tools. • Strong coaching and mentoring skills; calm and steady presence in difficult situations. • Excellent written communication and presentation skill * Sector experience (Desirable) Competencies Required • Embraces Respect. • Partners Effectively. • Creates Innovative Solutions. • Focuses on the Customer. • Demonstrates Compassion. • Takes Responsibility & Acts with Integrity. • A commitment to the principles and practices of diversity, equity, and inclusion. * Must be flexible and agile in personal ways of working - able to travel around the business at short notice and adopt a working style and pattern that is fit for the situation being faced * Resilient - must be able to cope with a demanding and ever-changing workload * Balance - must have experience of working in high pressure situations and be able to demonstrate calmness and rational thinking when situations escalate to become highly demanding * Digitally adept and in tune with use and utilisation of modern and emerging technologies • Strategic Business Acumen, • Data-Driven Decision Making, • Growth-Orientated Mindsets, • Solution focused, Driven, • Adaptive Leadership, • Emotionally Intelligent Leadership Travel Requirements • National role - must be able to travel flexibly and freely across UK operations according to demand EEO Statement • MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process.
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• Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process. Minimum Salary £ 49,000.00 Maximum Salary £ 49,000.00 *