WCA Operations Leader—Health Assessments & Performance

Advo Health; Hastings; Hybrid; GBP 60,000 - 75,000; Full time

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Job summary

Advo Health is seeking a WCA Operations Manager to lead delivery of Work Capability Assessments across UK Assessment Centres, focusing on volume, quality and productivity. You will oversee a team of healthcare professionals, supervise facilities and health & safety, and drive continuous improvement in performance and customer service.

The role reports to the WCA Senior Operations Manager and collaborates with senior leadership to ensure high-quality assessments and efficient operations, with

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 seeking a WCA Operations Manager to lead delivery of Work Capability Assessments across UK Assessment Centres, focusing on volume, quality and productivity. You will oversee a team of healthcare professionals, supervise facilities and health & safety, and drive continuous improvement in performance and customer service.

The role reports to the WCA Senior Operations Manager and collaborates with senior leadership to ensure high-quality assessments and efficient operations, with