WCA Operations & Performance Lead

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 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.