Head of Operations - Connect

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.

To lead the successful delivery of Maximus contact centres, ensuring the operational fundamentals are carefully planned and delivered in line with expectations.

A senior leader working with key internal and external stakeholders to support rapid business growth through the development of market-leading delivery models and innovative client solutions.

Responsible for creating a positive and collaborative workplace, driving high levels of colleague engagement and retention.

Embodies and demonstrates alignment with Maximus values at all times.



* Motivate and inspire direct reports to lead their teams to succeed, conducting regular coaching and mentoring sessions to ensure the highest level of performance, empowerment, and innovation.


* Ensure consistent excellent operational delivery through disciplined and structured leadership of direct reports and operational teams.


* Lead the team to drive optimal operational performance, achieving consistent delivery of service levels, through a culture of high-quality standards.


* Pro-actively driving any required turnaround plans required for performance improvement.


* Function as part of the Connect Senior Leadership team and contribute to the future success of the division.


* Pro-actively review the future needs of the growing business in consultation with the leadership team.

Embedding the operating structure across newly acquired contracts to build a solid foundation for divisional growth.


* Driving business excellence to ensure service delivery is best in class, outperforming market competition.


* Working closely with Support Services and Client Relationship Management to ensure the division forecasts and plans accurately, providing an annual business plan, monthly forecasts, and weekly statistics.


* Acting as the key operational link into the business development team for new delivery contracts.


* Lead and motivate people to deliver a consistently high-quality service.


* Ambassador for colleague engagement focusing on delivering and driving improvement in key people metrics, such as retention, absence and ER case management.


* Leading the development and implementation of a colleague engagement strategy to ensure all operational colleagues are engaged, motivated, values driven to succeed in a contract-based environment.


* Ensure operational structure is agile to flex contract requirements and growth, with a focus on colleague development, talent, and succession planning, enabling the progre...