At a Glance
- Tasks: Lead and improve health service delivery while managing a dynamic team.
- Company: Join Maximus, a global leader in health and employment services.
- Benefits: Enjoy 25 days annual leave, flexible benefits, and a competitive salary of £49,000.
- Other info: Home-based role with travel across the Midlands and North Wales.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in leading teams and achieving performance targets is essential.
The predicted salary is between 49000 - 49000 £ per year.
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.
Job Summary
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 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. 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.
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
Qualifications
- 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).
- Creates innovative solutions.
- Focuses on the customer.
- Demonstrates compassion.
- Takes responsibility and 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 become highly demanding.
- Digitally adept and in tune with use and utilisation of modern and emerging technologies.
- Strategic business acumen.
- Growth‑orientated mindset.
- 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 Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long‑term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for the job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.
Operations Manager employer: Maximus
Maximus is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee wellbeing and professional growth. With a strong commitment to diversity, equity, and inclusion, employees benefit from flexible working arrangements, comprehensive training, and opportunities for career advancement, all while making a meaningful impact on the lives of individuals across the Midlands and North Wales. The company's focus on continuous improvement and innovation ensures that team members are empowered to contribute to transformative health and employment services.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager
✨Join HR Networks
Get involved in HR-specific communities, like the Chartered Institute of Personnel and Development (CIPD) and local HR meetups. This is a fantastic way to connect with industry professionals and learn about job openings before they even hit job boards!
✨Make Your Presence Known
Attend HR conferences and workshops in your area to network with potential employers. Don't be shy—introduce yourself, exchange business cards, and let them know you're keen on a full-time role in HR. Who knows, you might just land a friendly face at Maximus!
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Create content around HR topics you’re passionate about, like employee engagement or diversity initiatives. Share articles or insights on LinkedIn to demonstrate your knowledge and get noticed by recruiters. It’s a subtle yet effective way to show you’re the right fit for a full-time role at Maximus.
We think you need these skills to ace Operations Manager
Some tips for your application 🫡
Show Off Your HR Skills:When you’re crafting your CV, make sure you highlight specific HR skills that are relevant to the role at Maximus. Include any experience with recruitment processes, employee relations, or performance management, and don’t forget to mention your familiarity with HR software or tools that could give you an edge.
Tailor Your Cover Letter:Your cover letter is your chance to shine, so tailor it to Maximus and the specific HR role. Highlight your passion for people management and how your unique approach can help foster a positive workplace culture. Be sure to sprinkle in examples from your past experiences that illustrate your problem-solving abilities and interpersonal skills.
Include Relevant Certifications:If you’ve got any HR certifications or relevant training under your belt, be sure to showcase them! These qualifications can really set you apart from other candidates when applying for this full-time HR position at Maximus. List them prominently on your CV to catch the hiring manager's eye.
Align with Company Culture:Make sure your application speaks to Maximus's values and culture. Research the company and align your experiences or values with what they stand for. This will show them that you're not only a fit for the role but also for the overall vibe of the team and organisation.
How to prepare for a job interview at Maximus
✨Brush Up on HR Best Practices
As you're diving into human resources, it’s crucial to be well-versed in the latest HR practices and legislation. Get familiar with key topics like employee engagement, talent acquisition, and diversity initiatives, as these could easily pop up in your interview with Maximus.
✨Know Your Recruitment Tools
Most HR roles involve using various recruitment tools and ATS (Applicant Tracking Systems). Make sure you can comfortably discuss platforms like Workday or Greenhouse. If you've had direct experience, share those examples; if not, show your eagerness to learn!
✨Highlight Your People Skills
A full-time HR role at Maximus will require strong interpersonal skills. Prepare to share stories that demonstrate how you’ve successfully navigated conflicts or supported team members in past experiences. Authenticity goes a long way in this field.
✨Stay Current with HR Trends
Being up to speed with current HR trends, like remote working protocols or mental health initiatives, can set you apart. Be ready to discuss how these trends could impact Maximus and how you would contribute to adapting HR strategies.
