Remote Performance Manager

Description & Requirements

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.

The Remote Performance Manager will be responsible for the implementation and delivery of the remote assessment delivery function, working closely with the remote assessment delivery project to ensure successful delivery.

They will lead on the delivery of volume, quality, customer service and colleague related measures and service level performance targets for remote colleagues.

They will be able to effectively analyse and understand performance information, filtering key messages to report to the Operations Director on an exception basis.

The role will coach, mentor, and provide leadership to Remote Leaders within the region, developing and implementing plans to drive improved performance and share best practice.

Provide visible leadership and direction to remote leaders, to enable the effective delivery of volume, people, quality, and customer service-related measures.

Coach, mentor and lead remote leaders with action planning and development plans through effective performance management processes, showing understanding, respect, and compassion for the opinions/needs of others.

Adhere to the governance structure in place by the Operations Director, ensuring compliance by Remote Leaders.

Effectively report on performance to the Operations Director, including daily, weekly results, explanation of deviation from targets and plans for corrective action as agreed.

Ensure Remote Leaders make best use of technology and management information to effectively analyse performance, enabling them to understand key drivers and implement plans to address as required.

Motivate, inspire, and coach team members through continuous professional development and recognising exceptional performance.

Identify and develop team members in support of effective succession planning.

Create a culture of direct, open communication by gaining ongoing colleague feedback to assess and evaluate the impact of remote based delivery; review trends and best practice; seek to remove barriers and ensure colleagues are engaged and have the right tools and resources to successfully achieve required key customer metrics.

Ensure visibility and approachability in a remote management setting; establish and clearly communicate rules of remote engagement and set clear expectations of regular online meetings, reviews, and check-ins.

Build trust amongst colleagues and peers through strong working relationships and facilitate communication and engagement amongst those within remote delivery, setting ambitious expectations clearly and concise...