Operations Manager

Specific Accountabilities:

Service Performance & Contract Delivery

• Lead operational delivery of the Confident Futures contract across the designated CPA.

• Ensure achievement of all contractual Customer Service Standards and performance requirements.

• Drive a culture of participant-focused service delivery, quality and continuous improvement.

• Monitor operational performance through management information, performance reviews and quality assurance activity.

• Develop and implement performance improvement plans where required.

• Ensure delivery reflects the voluntary nature of the programme and health-informed support model.

Leadership & People Management

• Lead, coach and develop Service Delivery Managers and specialist operational teams.

• Create a positive, inclusive and high-performing culture.

• Ensure effective workforce planning and resource deployment.

• Support recruitment, onboarding and retention of highly skilled staff.

• Drive professional development and succession planning across the contract.

• Promote wellbeing, safeguarding awareness and reflective practice.

Quality, Compliance & Governance

• Ensure compliance with DWP contractual requirements, safeguarding expectations and Maximus quality standards.

• Monitor service quality through audits, observations and case reviews.

• Ensure operational risks are effectively identified and managed.

• Oversee implementation of corrective and preventative actions.

• Ensure all customer records, support plans and contractual evidence are accurate and compliant.

Stakeholder Engagement & Partnership Development

• Act as senior operational point of contact for DWP and local stakeholders.

• Develop strong relationships with:

• Pathways to Work Advisers

• Jobcentre Plus

• NHS Partners

• Local Authorities

• VCSE Organisations

• Skills Providers

• Community Organisations

• Support development of integrated referral pathways and community support networks.

• Promote the Confident Futures service across the local area.

Service Innovation & Test-and-Learn Delivery

• Support implementation of the Confident Futures test-and-learn model.

• Review participant feedback, outcomes and evaluation findings.

• Identify opportunities to improve engagement, progression and participant experience.

• Support operational testing of new approaches and interventions.

• Contribute to contract evaluation activities and service redesign where required.

Outreach & Accessibility

• Ensure operational delivery includes effective office, outreach and community-based support.

• Monitor geographical coverage and accessibility of services.

• Ensure appropriate health and safety arrangements are in place for outreach delivery.

• Promote inclusion and accessibility for participants with disabilities and health conditions.
Key Contacts & Relationships:

Internal

• Head of Operations

• Service Delivery Mana...