Service Delivery Manager

Maximus; Swansea; On-site; GBP 34,000 - 42,000; Full time

Job summary

Maximus UK is seeking a Senior Employment Services Manager in Swansea to lead a team of Employment Advisors, drive performance, and ensure quality and safety standards are achieved across contractual targets.

You will develop people, manage budgets, build relationships with stakeholders, forecast activity and report on performance to the Operations Manager, helping disadvantaged jobseekers into sustainable employment.

Qualifications

• Significant proven experience of effective leadership and management in a performance driven environment.
• Able to understand and manage profit and loss, cost control and budgeting.
• Strong leadership and interpersonal skills, specifically around listening, questioning, delegating and building relationships.
• Demonstrable negotiating skills that promote commitment and action.
• Track record in building and maintaining customer relationships and in promoting customer care.

Responsibilities

• Motivate, direct and manage a team of Employment Advisors to meet and exceed performance targets within compliance, quality and health & safety standards.
• Ensure succession plans for direct reports and that the team has skilled resources to meet targets.
• Provide learning and development plans; coach and support individuals to achieve targets and exceed expectations.
• Conduct quality audits by observation and dip sampling of caseload data.
• Forecast and plan annually with business plans, monthly forecasts and weekly statistics, reporting to Operations Manager.
• Promote a coaching culture delivering quality services that meet customer, contractual and business requirements.
• Facilitate long-term planning of flexible service delivery to drive performance and optimise results.

Skills

Leadership

People management

Budgeting

Networking

Business development

Communication

Job description

Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

Requirements

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

We are delighted to be able offer a number of employment opportunities for those who want to work within a fast paced environment and make a difference to peoples lives through assisting unemployed individuals back into relevant and sustainable employment.

This post is responsible for the management, performance, motivation and direction of employees; ensuring they meet and exceed all performance targets, quality and compliance standards are achieved and employer vacancies are filled with participants meeting their requirements.

Specific Accountabilities

• To motivate, direct and manage a team of Employment Advisors to meet and exceed their performance targets (contractual and financial) within the compliance, quality and health & safety standards required.
• To ensure there is a succession plan for each direct report, and that the team has sufficiently skilled and experienced resource to meet its targets.
• To ensure that all direct reports have a learning and development plan, are coached and supported to achieve their individual targets, and have the efficiency and motivation to exceed expectations.
• Conduct quality audits by observation of team members over the phone or by video call and dip sampling into caseload data.
• Responsible for health and safety of team members.
• Responsible for ensuring team members’ productivity and activity is aligned to referral flows and co-ordinating activity in line with contract profiles, ensuring that correct resource is assigned.
• To forecast and plan accurately, providing an annual business plan, monthly forecasts, weekly figures and statistics and provide reports and feedback to Operations Manager relating to contractual performance as required.
• Committed to transforming the lives of disabled people through employment
• Effective leadership of team to ensure that performance, compliance and quality objectives are fully achieved
• Recruit, develop, engage and retain the right resources- optimise staff retention
• Financially Astute - accountable for meeting/exceeding Profit and Loss against the annual plan
• Develop and win new business within geographical remit to generate sustainable revenue and funding sources to maximise profits
• Actively promote a coaching culture that delivers quality services that meet customer, contractual and business requirements.
• Facilitate long term planning of flexible service delivery that drives performance to optimise results

Qualifications & Experience

• Significant proven experience of effective leadership and management in a performance driven environment.
• Able to understand and manage profit and loss, cost control and budgeting
• Confident and competent in networking, building relationships, winning and securing business
• Track record in the delivery of high quality services
• Demonstrable experience in developing people, coaching, mentoring and facilitating the embedding of new learning so it has a positive impact on performance
• Strong leadership and interpersonal skills, specifically around listening, questioning, delegating and building relationships.
• Demonstrable negotiating skills that promote commitment and action.
• highly competent in building and maintaining customer relationships, and effective promotion of customer care and Remploy Brand
• Able to plan and organise people, and carry out effective resource and succession planning
• Self-starter, able to prioritise and problem solve with minimal support
• Work in a flexible and autonomous manner; being visionary, promoting improvements and sharing best practice that supports business efficiency.

Individual Competencies

• Knowledge of the local labour market and existing relationships with key stakeholders - promote Maximus UK within the local market
• Strong commercial awareness with a track record of winning and delivering new business
• Excellent development, presentation and communication skills with the ability to adapt to a wide range of communication and learning styles.
• Strong leader able to deputise for ROM in business wide activity and projects
• Professionally qualified in Employment Related Services
• Member of the Institute of Employability professionals

EEO Statement

• MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.
• We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team.
• Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.

Minimum Salary
£
38,000.00

Maximum Salary
£
38,000.00