Senior Operations Manager in Wales

We are now recruiting for a Senior Operations Manager to join the Capita Health Assessment Advisory Service. The successful candidate will be responsible for leadership, direction and oversight of up to 10 teams of Functional Specialists, supporting both the Head of Operations and the wider leadership team through delivering an efficient and effective end to end service. The Senior Operations Manager leads a distributed, healthcare team to deliver an exemplary service to the DWP claimant community as part of the Capita HAAS contract, within the Midlands and Wales regional areas. The Senior Operations Manager will be responsible for ensuring operational business outcomes are achieved, while delivering internal and external service levels, and identifying and delivering continuous improvement.

What you’ll be doing:

• Delivery to Contract Target Performance Levels: Ensure that all contractual targets and performance levels are met or exceeded, maintaining high standards of service delivery.
• Financial Accountability: Manage budgets effectively, ensuring financial targets are met. Responsible for delivering against the business plan.
• Stakeholder Relationships: Build and maintain strong relationships with key stakeholders, including clients, partners, and internal teams.
• Change Management: Act as SME and key lead to drive projects within the Enhancements Project forwards, ensuring they are completed on time, within scope, and within budget.
• Recovery Plans: Support the development and implementation of recovery plans to address any performance shortfalls or operational issues.
• Business Risk & Assurance: Identify, assess, and manage business risks, ensuring compliance with all relevant regulations and standards.
• People Agendas: Owns the people agenda for own area, including recruitment, training, talent management, employee engagement, and performance improvement. Identifies talent and undertakes succession planning to protect the business and support colleagues who wish to progress.
• Driving Innovations: Drive innovations fostering a culture of continuous improvement and operational excellence.
• Health & Safety: Ensure adherence to health and safety standards, promoting a safe working environment for all employees.
• Government Procedures & Policy: Ensure compliance with government procedures and policies in line with PIPAG.
• Decision Maker: Act as a decision maker in operational matters, providing leadership and direction to the team.
• Client & Employee NPS Results: Monitor and improve Net Promoter Scores (NPS) for both clients and employees, driving initiatives to enhance satisfaction and loyalty.

What we’re looking for:

• Experience: A minimum of 10 years of experience in operations management, with at least 5 years in a senior operational role. Experience in managing large teams and complex projects is essential.
• Leadership Skills: Proven ability to lead and inspire teams, with a strong track record of driving performance improvement and achieving strategic objectives.
• Change Management: Demonstrated experience in managing projects from inception to completion, ensuring they are delivered on time, within scope, and within budget.
• Financial Acumen: Strong financial management skills, including budgeting, financial performance analysis, and business planning.
• Stakeholder Management: Excellent relationship-building skills, with the ability to manage and influence key stakeholders, including clients, partners, and internal teams.
• Risk Management: Experience in identifying, assessing, and managing business risks, ensuring compliance with relevant regulations and standards.
• Innovation: A track record of driving innovations and fostering a culture of continuous improvement and operational excellence.
• Health & Safety: Knowledge of health and safety standards and practices, with a commitment to promoting a safe working environment.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to convey complex information clearly and effectively.
• Decision-Making: Strong decision-making skills, with the ability to act as a decision maker in operational matters.
• Client & Employee Focus: A commitment to improving client and employee satisfaction, with experience in monitoring and enhancing Net Promoter Scores (NPS).
• Problem-Solving Skills: The ability to resolve issues that arise, ensuring high levels of client satisfaction and contract delivery.
• Flexibility and Adaptability: The ability to adapt to new insights and changes in the customer service landscape, and familiarity with digital tools and platforms.
• Industry Knowledge: In-depth understanding of the Personal Independence Payment (PIP) assessment process and relevant government policies and procedures, including PIPAG (desirable).

About HAAS: The Health Assessment Advisory Service (HAAS) arranges and carries out assessments for the Department for Work and Pensions (DWP) and the Department for Communities (DfC). The purpose of the assessment is to understand how an illness or disability affects a person's daily life. After the assessment, the DWP/DfC makes the decision as to whether the individual will receive benefits.

What’s in it for you?

• A competitive basic salary of £65,000.
• 25 days' holiday (rising to 27) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks, and plenty more.
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process.