The key purpose of the Operations Manager within the Troubles Permanent Disablement Payment Scheme (TPDPS) is to lead a team of Health Care Professionals (HCPs) to ensure the successful achievement of the contracted service levels, ensuring delivery of key performance indicators to play their part in aiding Capita Health & Welfare to meet its business objectives.
This is a home-based role but travel to Capita H&W sites as/if required.
Successful candidates will be required to successfully complete government baseline personnel security standard vetting and a Counter Terrorist Check (CTC). This is the recognised standard for the pre-employment screening of individuals with access to information related to the TPDPS.
Responsibilities
* Focus on business objectives and have a full understanding of the importance of achieving internal and external service levels 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.
Qualifications
* 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 scheme. In 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 Ireland's troubled past.
Benefits
* 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 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
Equal Opportunities
At Capita, we’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. We want to provide the best chance of succeeding as they move through the application and start their career. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 for adjustments. 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.
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