Operations Manager (PIP)

Ascenti Physio; Exeter; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Vitality membership

Discounts and benefits package

Job summary

Advo Health is seeking a PIP Operations Manager to lead performance metrics across Assessment Centres, overseeing on-site and remote teams to ensure high quality service delivery across the UK.

You will work with the senior leadership to drive continuous improvement, manage healthcare professionals, and ensure governance and risk controls are robust while maintaining patient and service standards.

Qualifications

• Ability to monitor and improve performance metrics.
• Experience building strong working relationships and influencing others.
• Understanding of how to improve clinical quality in teams.
• Strong leadership, mentoring and coaching skills.
• Adhere to internal governance and controls.

Responsibilities

• Lead on PIP performance metrics and drive improvement.
• Provide leadership to AC team for quality, volume and service measures.
• Deliver objectives and manage performance using robust methods.
• Maintain workforce to meet volume requirements and plan for attrition.
• Coach and develop team members and succession planning.
• Collaborate with Performance Manager on real-time performance reporting.
• Investigate and resolve customer complaints and escalate serious cases.
• Utilise MI to analyse performance and identify drivers.
• Communicate changes in assessment procedures and best practices.
• Build trust and engage across teams to foster continuous improvement.
• Ensure governance and risk management commitments are met.

Skills

Performance management

Leadership

Stakeholder management

People development

Risk and governance

Analytical skills

Effective communication

Change management

Education

Degree in management or business

Tools

Microsoft 365

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 knowing when to split.

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/

Qualifications

Knowledge experience and qualifications

• Ability to monitor and evaluate performance metrics and implement strategies to enhance performance and efficiency.
• Enthusiastic and confident with experience in building strong working relationships, influencing and empowering others to deliver results.
• An understanding of how to drive clinical quality improvements in both individual and team performance.
• Strong leadership, mentoring and coaching skills.
• Ability to maintain strict adherence to internal policies and internal controls within the business.
• Able to employ a variety of media to communicate effectively, with an understanding of how to influence a range of audiences.
• Understanding of risk management, incident management and broader governance requirements, and knowing when to escape
• Ability to provide a calm and steady presence to effectively manage difficult situations.
• Ability to work in a fast-changing, complex, multi-stakeholder environment – comfortable dealing with ambiguity.
• Strong interpersonal, communication and analytical skills
• Excellent computer literacy and IT skills, particularly working within Microsoft 365
• Experience of working as an Operations manager or similar role
• Leading and developing a diverse range of high performing teams
• Educated to degree level in a management, business or related field, or equivalent professional experience or 3 years in a relevant roleFamiliarity with UK disability and employment support regulations
• Previous experience of working within a government services contract or healthcare environment
• Previous experience of providing a blended focus on customer, employee, and service-user needs
  

Please note: this role covers both our Exeter and Barnstaple clinic.