Operations Manager (WCA)

Advo Health; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Vitality membership

Discounts

Job summary

Advo Health is seeking an experienced WCA Operations Manager to lead the Work Capability Assessment delivery across UK Assessment Centres, ensuring high-quality performance, compliance and customer service. You will manage on-site and remote teams and drive continuous improvement.

The role reports to the WCA Senior Operations Manager and offers a dynamic, high-responsibility environment with strong stakeholder collaboration and governance.

Qualifications

• Experience leading WCA or similar government health assessment teams.
• Proven ability to drive performance improvements and manage complex operations.
• Strong leadership and people development skills.
• Excellent stakeholder management and communication abilities.
• Knowledge of governance, risk, and incident management processes.

Responsibilities

• Lead on WCA performance metrics and implement strategies to enhance performance.
• Provide leadership to AC team to deliver quality expectations, volume delivery, people and customer service measures.
• Deliver objectives and performance against targets through robust performance management methods.
• Maintain the required workforce to deliver volume requirements, accounting for attrition and recruitment timing.
• Motivate, coach and develop team members and support succession planning.
• Work with the Performance Manager to provide effective real-time reporting and corrective actions for deviations.
• Investigate and resolve customer complaints and escalated serious complaints as required.
• Use management information to analyse performance and identify key drivers and action plans.
• Communicate changes in assessment procedures and best practices requirements.
• Build trust and engagement, fostering a continuous improvement culture.
• Adhere to governance structures and know when to escalate.

Skills

Leadership

Performance mgmt

Strategic planning

Stakeholder mgmt

People development

Risk governance

IT literacy

Communication

Education

Degree in management or related field

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 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 escalated 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.
• Adhering 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. Learn more here: advohealth.co.uk/jobs/

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 role
• Familiarity 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