Advo Health is the largest and leading subcontractor in government health assessments. Carried out by our community of experienced healthcare professionals throughout the UK, these independent assessments help the Department of Work and Pensions (DWP) to understand how a health condition or disability is affecting a claimant’s daily life. This ensures that the system is fair and that those who are most in need of help and support receive it.

Your purpose

You will be responsible for performance across the region, this will include quality expectations, volume delivery, customer service, staff development, staffing requirements, and service level performance targets.

The role will provide leadership within the region to maintain a consistent delivery, in addition to the development and implementation of strategies to drive continuous improvement and enhanced performance. The role will have line management responsibility of a team of Operation Managers across the region and accountability for the PIP Healthcare Professional workforce spread across a number of Assessment Centres with work conducted both on site and remotely.

How your role fits within our team

As the PIP Senior Operations Manager you report directly to the Head of Operations and will be a key member of the management team. You will be working closely with the Advo senior leadership team across both operational and clinical specialisms and broader stakeholders. You will be instrumental to delivery of the service and leading on day-to-day performance requirements.

Key responsibilities

• Lead on all PIP related performance metrics and implement strategies to continuously enhance performance and efficiency.
• Provide visible leadership and direction to the Operation Managers and their teams to enable the effective delivery of quality expectations, volume delivery, people and customer service related measures.
• Maintain the required workforce to deliver the volume requirements, accounting for attrition, recruitment time frames, absence levels and other requirements.
• Motivate, inspire and coach team members through continuous professional development and recognising exceptional performance, and developing team members with potential in support of effective succession planning.
• Lead on communications in relation to changes in assessment procedures and best practices requirements.
• Effective reporting on real-time performance. Where necessary providing an explanation of deviation from targets, and plans for corrective actions as agreed.
• Ensure the team make best use of technology and management information to effectively analyse performance, enabling them to understand key drivers and implement plans.
• Build trust amongst the team through strong working relationships and facilitate communication and engagement, whilst building a culture of clinical excellence and continuous improvement.
• Adhere to the governance structure in place, ensuring requirements are met, and equally knowing when to escalate.

Professional standards

We care about doing the right thing by our people and everyone that we work with. We also expect our people to do the right thing and to model the behaviours outlined in our Code of Conduct.

As an Advo employee you will follow key principles and policies covering Safeguarding, Equality Diversity and Inclusion, Data Protection and Risk Management

Knowledge experience and qualifications

• Ability to monitor and evaluate performance metrics and implement strategies to enhance performance and efficiency
• Enthusiastic and confident with experience in building strong working relationships, influencing and empowering others
• An understanding of how to drive clinical quality improvements in both individual and team performance
• Strong leadership, mentoring and coaching skills
• Ability to maintain strict adherence to internal policies and internal controls within the business
• Understanding of risk management, incident management and broader governance requirements, and knowing when to escalate
• Ability to provide a calm and steady presence to effectively manage difficult situations
• Ability to work in a fast-changing, complex, multi-stakeholder environment – comfortable dealing with ambiguity
• Strong interpersonal, communication and analytical skills
• Excellent computer literacy and IT skills, particularly working within Microsoft 365
• Experience of working as performance manager or similar role
• Leading and developing a diverse range of high performing teams across multiple sites
• Educated to degree level in a management, business or related field, or equivalent professional experience or 5 years in a relevant role
• Familiarity with UK disability and employment support regulations
• Previous experience of working within a government services contract or healthcare environment
• Previous experience of providing a blended focus on customer, employee, and service-user needs