PIP Operations Lead – Performance & Team Growth

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 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.