Operations Manager (PIP)

Advo Health; Chatham; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Vitality membership

Discounts

Job summary

Advo Health in the United Kingdom is seeking a PIP Operations Manager to lead the performance, quality and productivity delivery for Assessment Centres, managing on-site and remote teams to meet service levels.

You will collaborate with the senior leadership team to drive continuous improvement, deliver real-time performance reports, and uphold health & safety and governance standards to ensure reliable, high-quality service for claimants and stakeholders.

Qualifications

• Experience leading PIP operations within an Assessment Centre or group of ACs.
• Strong leadership to drive performance, quality, and productivity metrics.
• Ability to report on real-time performance and explain deviations.

Responsibilities

• Lead on all PIP performance metrics within the AC and implement strategies to enhance performance and efficiency.
• Provide visible leadership and direction to the AC team to enable delivery of quality, volume, people, and customer service measures.
• Deliver team objectives and performance against targets through robust performance management methods.
• Maintain workforce to deliver volume requirements, considering attrition, recruitment, and absence levels.
• Motivate and coach team members and develop potential for succession planning.
• Work with the Performance Manager to provide effective reporting on real-time performance and corrective actions.
• Investigate and resolve customer complaints and escalate serious issues as required.
• Use MI to analyse performance, identify drivers, and plan improvements.
• Communicate changes in assessment procedures and best practices requirements.
• Build trust and engagement within the team and foster a continuous improvement culture.
• Adhere to governance structure and escalate when necessary.

Skills

People management

Performance management

Stakeholder communication

Health & safety

Data reporting

Process improvement

Job description

Advo Health is the largest and leading subcontractor in government health assessments. Carried out by our community of experienced healthcare professionals throughout the UK, these independent assessments help the Department for Work and Pensions (DWP) to understand how a health condition or disability is affecting a claimant’s daily life. This ensures that the system is fair and that those who are most in need of help and support receive it.

Your purpose

You will be responsible for the PIP delivery in relation to volume, quality, productivity, and other applicable service level performance targets of an Assessment Centre (AC) or a group of smaller ACs. This includes the leadership and oversight of AC operations, customer service, facilities, and health & safety, as well as developing and implementing strategies to drive continuous improvement and enhanced performance. You will manage a team of Healthcare Professionals, with work conducted both on site and remotely.

How your role fits within our team

As the PIP Operations Manager, you report directly to the PIP Senior Operations Manager and will be a key member of the management team. You will work closely with the Advo senior leadership team across both operational and clinical specialisms and broader stakeholders. You will be instrumental in delivering the service and leading on day-to-day performance requirements within the AC.

Key Responsabilities

• Lead on all PIP related performance metrics within the AC and implement strategies to continuously enhance performance and efficiency.
• Provide visible leadership and direction to the AC team to enable the effective delivery of quality expectations, volume delivery, people, and customer service-related measures.
• Deliver team objectives and performance against targets through robust performance management methods.
• Maintain the required workforce to deliver the volume requirements, accounting for attrition, recruitment time frames, absence levels, and other requirements.
• Motivate, inspire, and coach team members through continuous professional development, recognising exceptional performance, and developing team members with potential in support of effective succession planning.
• Work with the Performance Manager to provide effective reporting on real-time performance. Where necessary, provide an explanation of deviation from targets and plans for corrective actions as agreed.
• Investigate and resolve customer complaints and elevate serious complaints as required.
• Make best use of technology and management information to effectively analyse performance, enabling understanding of key drivers and implementing plans.
• Communicate changes in assessment procedures and best practices requirements.
• Build trust among the team through strong working relationships and facilitate communication and engagement, while building a continuous improvement culture.
• Adhere to the governance structure in place, ensuring requirements are met, and equally know when to elevate.

Benefits and rewards

Alongside the significant investment in training, you will enjoy a recently enhanced benefits package, including Vitality membership, access to great discounts, and more. Learn more here: advohealth.co.uk/jobs/