Regional Quality & Performance Manager in Birmingham

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP). Our extensive experience supporting complex case management services across the globe and experience of working with the DWP, enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture. Key purpose The Regional Quality & Performance Manager is responsible for the performance & achievement of target performance levels within a specific area reporting to the Head of Service Delivery. The Regional Quality & Performance Manager is the single point of accountability for delivery of volume and quality within their region and lead Service Delivery Mangers in operational delivery. They will work collaboratively with the Head of Service Delivery and be responsible for delivery of a quality service for customers and staff within the region. The role is responsible for leadership & oversight of operations, assessments, admin, customer services, facilities and health & safety. Have direct responsibility of the Service Delivery Managers. Reason for the role The Clinical Operational Services requires a strong performance driven, and customer focused culture that supports our values in delivering consistent, robust and quality assessments whilst developing and protecting our reputation. Using management information to drive performance. Structure and reporting relationship The Regional Quality & Performance Manager will report directly into the Head of Service Delivery within Clinical Operations The RQPM will have line management responsibility of the Service Delivery Managers.

Responsibilities

• Deliver team objectives and performance against targets through robust performance management methods
• Facilitate communications which support delivery
• Monitor high level administrative workflow to ensure administrative teams have all processes in place to ensure assessment delivery
• Work with Head of Service to drive continuous improvement and disseminate through team
• Investigate and resolve customer complaints and elevate serious complaints as required
• Ensure Service Delivery Managers have in place appropriate leadership & mentorship and coaching to support delivery of quality targets
• Ensure Service Delivery Managers follow appropriate processes to elevate risks & issues within their team
• Support the continuous professional development of staff and encourage shared learning
• Responsible for effectively and proactively managing absences to minimise ad‑hoc and ongoing absence

Qualifications & Experience

• Experience leading and developing teams
• Experience of delivering challenging performance targets
• Health assessment experience helpful but not essential

Benefits

• Up to 6% contributory pension scheme
• Life insurance
• 25 days annual leave plus bank holidays. Options for annual leave purchase
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
• A fantastic culture and supportive team where you\’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
• Company discounts which include cinema, Merlin Entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
• Interesting and enjoyable work
• Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.

About Serco At Serco, not only is the nature of the work we do important, but everyone also has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare, and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone. By joining Serco, you will have unlimited access to our Global Employee Networks – Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.