Regional Quality & Performance Manager
Band: 3
Location: Home-based (Travel required based on business needs)
Serco delivers health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP). Our extensive experience supporting complex case management services across the globe and experience of working with the DWP enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.
Key purpose
The Regional Quality & Performance Manager is responsible for the performance & achievement of target performance levels within a specific area reporting to the Head of Service Delivery. The Regional Quality & Performance Manager is the single point of accountability for delivery of volume and quality within their region and leads Service Delivery Managers in operational delivery. They will work collaboratively with the Head of Service Delivery and be responsible for delivery of a quality service for customers and staff within the region.
The role is responsible for leadership & oversight of operations, assessments, admin, customer services, facilities and health & safety. They have direct responsibility of the Service Delivery Managers.
Reason for the role
The Clinical Operational Services requires a strong performance driven, and customer focused culture that supports our values in delivering consistent, robust and quality assessments whilst developing and protecting our reputation. Using management information to drive performance.
Structure and reporting relationship
The Regional Quality & Performance Manager will report directly to the Head of Service Delivery within Clinical Operations. The RQPM will have line management responsibility of the Service Delivery Managers.
Key Accountabilities
* Deliver team objectives and performance against targets through robust performance management methods
* Facilitate communications which support delivery
* Monitor high level administrative workflow to ensure administrative teams have all processes in place to ensure assessment delivery
* Work with Head of Service to drive continuous improvement and disseminate through team
* Investigate and resolve customer complaints and elevate serious complaints as required
* Ensure Service Delivery Managers have appropriate leadership & mentorship and coaching to support delivery of quality targets
* Ensure Service Delivery Managers follow appropriate processes to escalated risks & issues within their team
* Support the continuous professional development of staff and encourage shared learning
* Manage absences proactively to minimise ad-hoc and ongoing absences
Essential Technical And Professional Skills, Knowledge, And Qualifications
* Experience leading and developing teams.
* Experience of delivering challenging performance targets
* Health Assessment experience helpful but not essential
What We Offer
* Up to 6% contributory pension scheme
* Life insurance
* 25 days annual leave plus bank holidays and options for annual leave purchase
* A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
* A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
* Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
* Interesting and enjoyable work.
* Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.
Our Inclusive Recruitment Commitment
* We prioritise your skills and potential. As a Disability Confident Leader, a top Great British Employer of Veterans, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.
* Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
* Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).
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