Operations Manager

Be part of something great. Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

This role is home based but requires travel to sites in the region 2 or 3 times per week. Sites will be across the Midlands and North Wales.

Benefits include 25 days annual leave, 9% combined pension, flexible benefits package and holiday trade scheme.

Salary: £49,000.

The Operational Delivery Manager leads delivery across Work Capability Assessment (WCA) within their reporting line, ensuring the consistent achievement of throughput performance levels (TPLs) and key performance indicators (KPIs) for both volume and quality. They analyse regional management information (MI), identify risks and opportunities, and execute corrective actions  role provides visible leadership, coaching and engagement for Service Delivery Managers and Health Professionals, with a strong focus on reducing attrition and absence and improving colleague experience.

There will be a key focus on continuous improvement and will be expected to work alongside the Delivery Enablement Leads to ensure the new entrant journey is delivering to expectations and they will be expected to identify key areas for improvement by way of factual feedback. They will also be expected to contribute effectively to ongoing projects, pilots and change initiatives to drive Service Excellence.

The role will have line management responsibility for approximately 9 Service Delivery Managers.

• 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.

• 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

• 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…