Operations Manager

Job title:

Job Description:

What youll be doing:

• Focus on business objectives and have a full understanding of the importance of achieving internal and external service levels in order to eliminate financial penalties improve customer satisfaction and reduce customer complaints / escalations

• Supported by Capita policies and local initiatives be responsible for HR related management and decision-making including the development of direct reports through personal accountability and effective performance management

• Be proactively responsible for staff motivation to develop and maintain a positive team ethos to minimise staff absence and attrition

• Through effective use of management information understand the importance of quality issues KPIs and trends and the impact it has on the TPS service to identify and deliver remedial action/improvement opportunities

• Work alongside the Clinical Governance Team to monitor quality. Coaching targets to be agreed & achieved with personal improvement plans implemented to address any development / improvement opportunities

• Actively participate in the escalation process without being prompted by identifying operational risks and issues which may impact on the grade of service being delivered

• Support the Head of Service Delivery in managing the impact of all internal and customer-driven change and initiatives ensuring that system and process change is understood and that the impact on resource levels is planned.

What were looking for:

Essential:

• Minimum 2 years management experience

• Experience of Service/process improvements compliance and adherence to timelines and project work

• Performance management experience

• Demonstrable planning leadership motivational and organisational skills

• Detailed knowledge understanding and experience of the service including relevant legislation policies and systems.

• Technical proficiency

• Excellent people management skills

• Ability to communicate with clarity precision and influence.

• Stakeholder management skills

• Ability to work in a high-pressure environment managing detailed operational deliverables meeting targets and business plans.

• Proven track record of building and developing teams.

• Ability to develop and deliver presentations to direct reports and stakeholders.

• Strong analytical skills familiar with MS Office particularly Excel/Word and PowerPoint

About TPDPS

In January 2020 the Victims Payments Regulations 2020 (the 2020 Regulations) were published and the Department of Justice (DoJ) was designated to administer the 2021 Troubles Permanent Disablement Payment Scheme (TPDPS) opened for applications from those living with permanent physical or psychological injury caused by a Troubles-Related Incident (TRI) and posthumous applications.

The purpose of the scheme is to acknowledge the harm suffered by those injured in the Troubles and promote reconciliation between people in connection with Northern Irelands troubled past.

Whats in it for you

• 25 days holiday (rising to 27) 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 weeksand 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

• Youll get the chance to follow your chosen career path anywhere in Capita. Youll 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 well provide the support you need to do just that. Our purpose is to create a better outcome for you.

Unlock Your Potential with Capita

At Capita your career can take you wherever your ambition leads. Youll become part of a diverse network of talented forward-thinking professionals working across a wide range of disciplines and sectors. Were committed to your growth offering exciting opportunities to expand your skills explore new paths and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

Customer first always Fearless innovation Achieve together Everyone is valued

What we hope youll do next:

Choose Apply now to fill out our short application so that we can find out more about you.

Equal Opportunities

At Capita were committed to providing an inclusive barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if youd like to discuss any adjustments you might need during your recruitment process. Please email or calland well get back to you to discuss.

As part of our commitment to building an inclusive and diverse workforce we would particularly welcome applications from people who are from Black Asian and other ethnic minority backgrounds.

For more information about equal opportunities and the types of adjustments we can offer please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process please email our Talent Acquisition team -

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