Operations Manager - Merseyside

Essential Duties and Responsibilities

Accountabilities

1.

Jointly monitor operational and clinical performance across PIP & WCA with support from Head of Assurance & Audit using site and individual MI to spot trends, risks and development needs; create and execute improvement plans in line with HR policies.

2.

Own delivery of core TPLs and KPIs for both volume (clearance, timeliness, productivity) and quality (audit pass rates, rework, customer experience) across PIP & WCA, escalating exceptions and driving recovery plans.

3.

Resource planning: align supply to demand across benefits, sites and modalities; work alongside the Planning and Performance team to implement effective booking policies to maximise clearance while protecting quality and claimant journey.

4.

People leadership: build engagement of Health Professionals and direct teams, deploy retention plans, manage absence proactively, and lead effective 1-to-1s, coaching and performance management to reduce attrition and absence.

5.

Drive change and continuous improvement: lead rollout of new technology and ways of working, standardise best practice across sites, and track benefits realisation.

6.

Customer and stakeholder focus: review complaints and CSAT; implement actions to improve the claimant experience across PIP & WCA; manage escalations and maintain strong relationships with DWP and other stakeholders.

7.

Governance, compliance and facilities: ensure adherence to HSE, security and contractual requirements; uphold governance frameworks set by the Head of Operations and Quality.

Key contacts and relationships

Internal


* Operations Director


* Head of Operations inc SCP


* Head of New Entrant Excellence


* Head of Operational Excellence


* Heads of Clinical Assurance & Audit


* Recruitment


* Training Team


* Estates & Facilities

• Key client relationships and attendance at regular scheduled performance meetings / hosting site visits with commissioners

Preferred Skills and Qualifications

Qualifications & Experience

Essential

• Experience leading and developing diverse, high-performing teams across multiple sites and benefit types.

• Highly organised with the ability to prioritise workloads across complex, fast-changing environments.

• Proven delivery of challenging performance targets (TPLs and KPIs) for both volume and quality outcomes.

• Strong capability in creating and executing action plans to drive performance improvement.

• Confident relationship builder who influences and empowers others to make proactive decisions.

• Analytical mindset with strong attention to detail; proficient with spreadsheets and business analysis tools.

• Strong coaching and mentoring skills; calm and steady presence in difficult situations.

• Excellent written communication and presentation skill


* Sector experience (Desirable)

Competencies Required

• Embraces Respect.

• Partners Effectively.

• Creates Innov...