WCA Operations Manager (Remote/On-site) | Lead Performance

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

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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 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.