Service Delivery Manager in Wakefield

Description & Requirements

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.

Responsibilities

• Hybrid role between home office and Castleford office.
• Jointly monitor both operational and clinical performance alongside CSL through available MI at site and individual HP level, identify trends, risks and development opportunities, and create and execute appropriate plans in line with HR policies.
• Onboard new HPs into the business from offer acceptance, including welcome calls, regular touch‑points throughout their new entrant journey, and ensuring induction is completed in line with business expectations.
• Support Resource Managers in planning activities, allocation of resources in line with DWP and company forecast, and effective booking policies to assist in the achievement of TPLs and KPIs, while optimising clearance opportunities and maintaining quality to protect the customer journey.
• Support and lead the team of Healthcare Professionals and administrative colleagues by conducting 1‑to‑1s, regularly engaging with the team, utilising HR support where needed, and ensuring delivery of monthly team meetings with operational updates so that business updates are cascaded and understood.
• Review complaints and CSAT data, implement changes and take action where necessary to improve the claimant journey and experience.
• Facilities Management, including all HSE and Security procedures and processes are adhered to.

Qualifications & Experience

Essential

• Strong initiative, driven and proactive, keen to learn, personable, flexible, and not afraid to get stuck into a large amount of detail.
• Highlight areas of interest, concerns, future requirements, and provide feedback to relevant stakeholders where necessary.
• Strong communicator with skills and experience of leading diverse/dispersed teams, confident in communicating with peers and senior stakeholders alike.
• Ability to analyse data and put in place corrective actions to achieve business requirements.

Desirable

• Previous management or leadership roles with a view to adhering to HR policies and procedures.
• Competent IT skills, including Microsoft packages.
• Individual Competencies
• Able to work well as part of a multidisciplinary team and build positive working relationships with both clinical and non‑clinical colleagues.
• Excellent influencing, communication, and collaboration skills, with the ability to adapt communication to the audience and interact constructively with a range of stakeholders.
• Flexible and adaptable, able to understand, anticipate, and meet immediate and medium‑term customer and client needs.
• Collaborate effectively with others to drive a performance culture and deliver productivity and quality standards agreed between us and the DWP.
• Apply professional skills and manage own professional competence and accountability in accordance with the governing body Code of Conduct.
• Comply with all applicable continuous professional development requirements.
• Coach and mentor Health Care Professionals to improve and maintain performance standards.
• Ensure professional practice standards and best practice are maintained in all areas of work.
• Commit to the principles and practices of diversity, equity, and inclusion.

EEO Statement

• MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process.

We ensure no applicant receives less favourable treatment due to any personal characteristic.

• We are a Disability Confident Leader, providing a guaranteed interview for any applicant with a disability who meets the minimum requirements for the job.
• Where reasonable, MAXIMUS will review and consider adjustments for applicants who express a requirement for them during the recruitment process.
• Salary
• Minimum Salary: £38,000.00
• Maximum Salary: £38,000.00
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