Remote Assessment Centre Manager - Birmingham

Job summary

Be part of something great. Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

Responsibilities

• Ensure that volumes, quality, and applicable service levels are delivered to agreed target levels.
• Deliver team objectives and performance against targets, through robust performance management methods.
• Work with the Performance Manager to drive continuous improvement and disseminate through the team.
• Work collaboratively with the Clinical Standards Lead(s) to identify trends and seek effective solutions to mitigate any risks and/or quality concerns identified.
• Investigate and efficiently resolve any customer complaints and escalate serious complaints as necessary.
• 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.
• Promote and support the continuous professional development of colleagues and encourage shared learning.
• Monitor high level administrative workflow to ensure administrative teams have all processes in place to enable successful assessment delivery.
• Effectively facilitate communications which support delivery.
• Communicate changes in both healthcare assessment and administrative procedures and best practice to colleagues (with the support of Team Performance Leader(s) and Clinical Standards Lead(s) if required).
• Shaping Future Operational Models: To liaise with key stakeholders on shaping future approaches to delivering a remote operational model.

Qualifications

• Experience of leading and developing teams;
• Experience of delivering challenging performance targets;
• Experience of managing a diverse and remote team;
• Clinical experience is beneficial (but not essential);
• Proven experience in influencing senior stakeholders and making key decisions;
• Strong team leadership skills;
• Effective communicator and influencer;
• Individual Competencies: Effectively use technology to be able to remotely lead and support colleagues;
• Able to balance both the needs of the business with needs of the customer. Seek feedback and refine approaches to anticipate and deliver better customer service;
• Deliver high quality work; manage and monitor the quality of work by the team and take action to ensure standards are met;
• Able to meet workload requirements and to manage, allocate and monitor team workload to meet output expectations;
• Able to build good working relationships and promote cooperation within and across departments/locations to deliver results;
• Ability to effectively and proactively manage colleague absence to minimise ad hoc and ongoing absences;
• Able to champion direction set by senior management and inspire team buy-in and delivery of results;
• Ability to build a community amongst a remote working team to ensure they feel connected with each other and the wider organisation.

Desired requirements

• Minimum Salary: £38,000.00
• Maximum Salary: £38,000.00

Job description