Operations Manager Job Cincinnati area,Ohio USA,Management

Key Responsibilities

Monitor operational and clinical performance across 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.

Own delivery of core TPLs and KPIs for both volume (clearance, timeliness, productivity) and quality (audit pass rates, rework, customer experience) across WCA, escalating exceptions and driving recovery plans.

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.

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.

Drive change and continuous improvement: lead rollout of new technology and ways of working, standardise best practice across sites, and track benefits realisation.

Customer and stakeholder focus: review complaints and CSAT; implement actions to improve the claimant experience across WCA; manage escalations and maintain strong relationships with DWP and other stakeholders.

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

must be able to travel flexibly and freely across delivery area

EEO Statement

MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.

We are a Disability Confident…