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Job description

The Head of Operations for Lot 5, Northern Ireland is responsible for the delivery of the Personal Independence Payment, Work Capability Assessments & Specialist Benefit assessment service on behalf of the Department for Communities across Northern Ireland. This is an exciting role for an experienced Head of Operations or Senior Operations Manager which will involve ensuring contract delivery, managing client relationships and ensuring the highest standards of service delivery. The Head of Operations for Lot 5, Northern Ireland will directly manage Senior Operations Managers with overall responsibility for around 500 employees. Additionally, this role involves managing client relationships, ownership of the people agenda, and driving performance improvement plans to achieve strategic objectives. The role requires regular and flexible travel to Northern Ireland per client requirements.

Responsibilities

• Delivery to Contract Target Performance Levels: Ensuring that all contractual targets and performance levels are met or exceeded, maintaining high standards of service delivery.
• Commercial Responsibilities: Managing commercial aspects of the operations, including budgeting, financial performance, and contract management.
• Financial Accountability: Managing budgets effectively, ensuring financial targets are met. Responsible for designing and delivering against the business plan.
• Stakeholder Relationships: Building and maintaining strong relationships with key stakeholders, including clients, partners, and internal teams.
• Project Management: Overseeing and managing projects to ensure they are completed on time, within scope, and within budget.
• Recovery Plans: Developing and implementing recovery plans to address any performance shortfalls or operational issues.
• People Agendas: Taking ownership of the people agenda, including recruitment, training, talent management, employee engagement, and performance improvement.
• Key Decision Maker: Acting as a key decision maker in strategic and operational matters, providing leadership and direction to the team.
• Deputise for the Head of Contract: Step in for the Head of Contract as needed, ensuring continuity of leadership and decision-making.
• Client & Employee NPS Results: Monitor and improve Net Promoter Scores (NPS) for both clients and employees, driving initiatives to enhance satisfaction and loyalty

Skills and Qualifications

Essential Skills

• Significant experience in a Senior Operations Manager/Head of Operations position
• Understanding of the Capita HAAS contract and/or extensive experience in managing Government client relationships.
• Exemplary leadership skills. The ability to lead and inspire large, multidisciplinary teams, driving them towards continuous improvement and customer-centric goals.
• Excellent verbal and written communication skills, with the ability to interact effectively with both internal and external stakeholders, manage forums at a senior level, and prepare and deliver client communications.
• A deep understanding of customer service principles, with a commitment to delivering high-quality experiences and the ability to develop long-term strategies that align with the company’s goals and improve the overall customer experience.
• Experience in managing organisational change, driving continuous improvement, and overseeing operational management, operational support, and service improvement activities.
• The ability to manage stakeholder relationships both externally and internally, fostering a collaborative and productive partnership with the DWP.

Further Information

The Health Assessment Advisory Service arranges and carries out assessments for the Department for Work and Pensions and the Department for Communities. What’s in it for you? A competitive salary of up to £80,000 plus Management Bonus. 25 days’ holiday, rising to 27 after 5 years with the opportunity to buy extra leave. The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice. Auto enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plenty more. Voluntary benefits designed to suit your lifestyle, from discounts on retail and socialising, to health & wellbeing, travel and technology. Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.