Operations Manager (WCA)

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

Benefits offered by this job

Vitality membership

Discounts and more

Job summary

Advo Health is the leading subcontractor for government health assessments across the UK. As WCA Operations Manager, you will oversee delivery in terms of volume, quality and productivity for Assessment Centres, with on-site and remote work.

You will report to the WCA Senior Operations Manager, lead healthcare professionals, drive continuous improvement and manage performance reporting, ensuring governance and customer service standards are met.

Qualifications

• Experience leading WCA/AC operations and delivering performance targets.
• Line management of healthcare professionals with on-site and remote work.

Responsibilities

• Lead on all WCA related performance metrics within the AC and implement strategies to continuously enhance performance and efficiency.
• Provide visible leadership and direction to 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 and 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 providing an explanation of deviation from targets, and plans for corrective actions as agreed.
• Investigate and resolve customer complaints and escalate serious complaints as required.
• Make best use of technology and management information to effectively analyse performance, enabling them to understand key drivers and implement plans.
• Communicate changes in assessment procedures and best practices requirements.
• Build trust amongst the team through strong working relationships and facilitate communication and engagement, whilst building a continuous improvement culture.
• Adhere to the governance structure in place, ensuring requirements are met, and equally knowing when to escape.

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 WCA (Work Capability Assessment) 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. The role is responsible for leadership and oversight of AC operations, including assessments, customer service, facilities, and health & safety. In addition to the development and implementation of strategies to drive continuous improvement and enhanced performance. The role will have line management responsibility of a team of Healthcare Professionals with work conducted both on site and remotely.

How your role fits within our team

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

Key Responsibilities

• Lead on all WCA related performance metrics within the AC and implement strategies to continuously enhance performance and efficiency.
• Provide visible leadership and direction to 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 and 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 providing an explanation of deviation from targets, and plans for corrective actions as agreed.
• Investigate and resolve customer complaints and escalate serious complaints as required.
• Make best use of technology and management information to effectively analyse performance, enabling them to understand key drivers and implement plans.
• Communicate changes in assessment procedures and best practices requirements.
• Build trust amongst the team through strong working relationships and facilitate communication and engagement, whilst building a continuous improvement culture.
• Adhere to the governance structure in place, ensuring requirements are met, and equally knowing when to escape.

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.