Quality Assurance and CI Lead

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.

Role Summary

To lead and manage the quality assurance and continuous improvement initiatives within key contracts, ensuring that all processes and outputs meet the highest standards of quality, efficiency, and risk management. Ensures a culture of proactive problem solving which addresses root cause not just symptoms. This role is pivotal in driving long-term improvements and fostering a culture of excellence within the HAAS Contract.

Key Areas of Responsibility:

1. Quality Assurance:
   1. Develop and implement comprehensive quality assurance strategies and processes.
   2. Ensure all service requirements meet or exceed customer expectations and regulatory requirements.
   3. Design & deliver effective quality assurance frameworks and reviews to maintain high-quality standards.
2. Continuous Improvement (CI) & Process Design:
   1. Lead the design and implementation of continuous improvement initiatives & implement CI frameworks and roadmaps.
   2. Utilize data-driven approaches to identify areas for improvement and drive efficiency.
   3. Foster a culture of continuous learning and improvement across the organization.
   4. Identify and assess potential risks in processes and outputs.
   5. Develop and implement risk mitigation strategies.
   6. Ensure compliance with all relevant regulations and standards.
   7. Develop & communicate a clear quality assurance strategy aligned with organisational goals. Execute risk-driven internal assurance schedules ensuring effective reporting to key stakeholders & designing effective follow-through on corrective actions.
   8. Execute the Continuous Improvement (CI) framework within the division. Establish and monitor key performance indicators (KPIs) to track improvement efforts.
   9. Lead process improvement to enhance efficiency and effectiveness. Manage contractual guidance reviews, updates, and changes, including SOPs and other guidance documents.
   10. Collaborate with cross-functional teams to ensure quality and continuous improvement initiatives are integrated into all areas of the business. Prepare and present regular reports on quality & improvement initiatives to senior management.
   11. Meet risk and Business Continuity Management (BCM) requirements for HAAS Service, covering contract testing, scheduling, documentation, risk reviews, training, and BCP support.
   12. Provide leadership and direction for Quality Assurance, identifying training needs, mentoring, coaching, and motivating the team, and offering general advice and support.

Salary Banding:

Closing Date: 8th January 2025

Qualifications & Experience

Experienced Quality Manager or Manager with a background in:

1. Track record of managing teams to deliver high performance.
2. Previous experience of:

1. Performing design or redesign of business processes to improve operational efficiency.
2. External audit and inspection requirements related to ISO9001, Commissioner Inspection Framework.
3. Conducting auditing activity to support the maintenance and achievement of accreditations.
4. Leading continuous improvement projects with evidence results.
5. LSS Black belt would be desirable or alternative certification.
6. Risk management process and BCP.

Strong leadership and interpersonal skills, specifically around listening, questioning and building relationships.

Excellent communication skills with the ability to communicate effectively with:

1. Peers, senior management and the team as a whole to adapt workloads in a changing environment.
2. Participant or customer concerns.
3. Influencing and negotiation skills that promote understanding, commitment and action.

Strong written communication skills with the ability to produce clear accurate reports, statistics and documentation.

Accuracy and an eye for detail essential.

Ability to prioritise tasks effectively and distil complex requirements into simple protocols.

Planning and organising skills.

Ability to analyse information and trends, draw conclusions and develop action plans.

Computer, data entry and MS Office skills.

Flexibility to work across all MAXIMUS UK Services Ltd contracts and geography as required.

Ability to travel independently throughout the UK as required.

Travel Requirements – Travel required across the organisations UK infrastructure.

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