Operations Director Lot 2

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.

• Responsible for leading operational delivery and performance for WCA and Specialist Benefits in Lot 2 of the FAS contract
• This role is responsible for the relationship with the Prime supplier in Lot 2 (Capita) ensuring all elements of the commercial relationship are delivered through Maximus to meet the contractual requirements. These include, successful delivery of Maximus contract including quality, service delivery, financial targets and client satisfaction.
• Leading the operational service streams for the delivery of WCA and SB ensuring all areas of responsibility deliver agreed commercial and internally focused metrics including driving improvement year on year in employee engagement and key people metrics
• Responsible for the management of the Support Centres that are a key part of the customer journey in Lot 2
• Provide regular updates through the governance framework into the Maximus SLT.
• Ensure any initiatives introduced in Lot 2 are aligned to overall Maximus approach
• Drive a robust and collaborative relationship with the client (Capita) through high quality, consistent and professional high performing service delivery.
• Strong business acumen is required
• Work closely with SLT in Maximus to ensure learnings and best practice from Lot 1 can be implemented in Lot 2, and share experiences, learnings from Lot 2 with Lot 1.
• Key member of the SLT in Maximus Assessments division

Key Contacts & Relationships

Internal

• Programme Director and Senior Leadership Team
• Operational Teams in LOT 2
• Clinical team in LOT 2
• Central Services - eg. IT Technology Teams, HR, Recruitment, Talent and Development,
• Country Leadership Team
• Legal

• Capita operational team
• DWP
• Other FAS suppliers

Closing date 05/04/24

• Delivering through operational leadership teams the day to day operational performance of a complex contact to meet Client, Contractual and Financial expectations . ensuring plans are in place to ensure delivery, identify and mitigate risk and the organisational structure is resourced to deliver results
• Driving a business excellence agenda to ensure that service delivery is best in class and meeting client expectations.
• Leadership and direct line management of senior operational personnel within the LOT 2 for the delivery of key metrics.
• Relationship management with Client (Capita) particularly senior representatives accountable for the commercial relationships and delivery performance
• Developing and maintain relationships with counterparts in with the Prime provider (Capita) and other supplier organisations to understand learnings, share best practice to enhance Maximus service delivery
• Proactively review the future needs of the business ensuring the appropriate resource and structure is in place to operationally deliver to the needs of the contract and any projects required for future development of the service
• Accountable for the development and implementation of a colleague engagement strategy to ensure all delivery operations are engaged, motivated, values-driven and ambitious to succeed within a high-performance environment
• Deliver appropriate reporting and updates to Prime provider and Maximus through reporting and governance framework
• Responsible for analysing performance data, to identify key trends, risks and develop plan to mitigate any risk and recover poor performance
• Collaborate with colleagues across Maximus, particularly central services teams, to ensure the relationship is effectively coordinated and to continually review, evolve and deliver performance
• Drive a continuous improvement strategy to continually improve operational effectiveness, efficiency and service modernisation
• Responsible for the management of a large multi -professional workforce ensuring appropriate governance is in place to comply with organisational and legislative requirements
• Evaluate the performance of the operational team through analysing and interpreting data and metrics. Where results fall short of forecast, implement recovery plans to recover shortfall in delivery
• Implementing internal and external audit, change and legal review findings and policy changes. Maintaining robust management controls of operational processes
• Manage 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. 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

Qualifications & Experience

Essential

• Proven senior level experience (3+ years) of leading delivery operations in a multi site complex service environment
• Proven capability to lead and influence internal and external-stakeholders
• Demonstrable Commercial Capability
• Work flexibly, travel extensively and effectively around the UK
• Established, values-driven leader, with ability to lead, mentor and coach employees
• Strongly performance focussed with a track record of proven success
• Customer focused both internal and external with ability to command respect quickly
• Proven ability to analyse problems, interpret operational needs, and develop integrated, creative solutions
• Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals at all levels both verbally and in writing
• Strong Commercial acumen and financial awareness
• Resilient and able to work under pressure both individually and as a team
• Flexible and proven to be able to respond to moving business demands

Desirable

• Preferably qualified in recognised continuous improvement programmes/techniques.
• Experience of working to a third party as part of a supply chain.

Individual Competencies

• Excellent verbal and written communication skills, with the ability to influence across multiple levels.
• Able to work well with others, creating an environment where continuous improvement and high-quality outputs are achieved.
• Strong understanding of data management, with the ability to present data in an appropriate format for multiple audiences.
• Ability to lead a team through change initiatives, maintaining focus and desired outputs.
• Ability to assess risks / interdependencies and mitigate against those
• Ability to work in a fast pace, changing environment
• Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals at all levels both verbally and in
• Educated to a minimum of degree level or equivalent

Expectation of travel across the mainland UK.

EEO Statement

Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal well-being and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.

We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for an interview. YourGuaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.