Operations Manager - Merseyside in Birkenhead

Overview

Be part of something great. Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. 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.

Job Summary

The Operational Delivery Manager leads multi‑benefit delivery across Personal Independence Payment (PIP) and 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 at pace. The 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. The role will have line management responsibility for approximately nine Service Delivery Managers.

Key Responsibilities

• Jointly monitor operational and clinical performance across PIP & WCA with support from Head of Assurance & Audit, spotting 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 and quality across PIP & WCA, escalating exceptions and driving recovery plans.
• Resource planning: align supply to demand across benefits, sites and modalities; work with 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 PIP & 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

Benefits

Home‑based role with travel to sites in the region 2 or 3 times per week to Bootle, Liverpool and Birkenhead. Benefits include 25 days annual leave, 9% combined pension, flexible benefits package, holiday trade scheme.

Salary

£49,000 per annum.

Travel Requirements

• National role – must be able to travel flexibly and freely across UK operations according to demand.

Essential Qualifications & Experience

• 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).

Required Competencies

• Embraces Respect.
• Partners Effectively.
• Creates Innovative Solutions.
• Focuses on the Customer.
• Demonstrates Compassion.
• Takes Responsibility & Acts with Integrity.
• Commitment to diversity, equity and inclusion.
• Flexible and agile in personal ways of working – able to travel on short notice.
• Resilient, able to cope with demanding workload.
• Calmness and rational thinking in high‑pressure situations.
• Digitally adept and informed by modern technologies.
• Strategic business acumen.
• Data‑driven decision making.
• Growth‑oriented mindset.
• Solution focused and driven.
• Adaptive leadership.
• Emotionally intelligent leadership.

EEO Statement

• MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process.
• We are a Disability Confident Leader and provide guaranteed interviews to eligible applicants with disabilities.
• Where reasonable, MAXIMUS will review and consider adjustments for applicants who express a requirement for them during the recruitment process.