Operations Manager

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.

Job title:

Operations Manager

Job Description:

What you'll 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 we're 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 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.

What’s 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 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.

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re 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 you’ll do next:

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

Equal Opportunities

At Capita, we’re 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 you’d like to discuss any adjustments you might need during your recruitment process. Please email [email protected] or call 07784 237318 and we’ll 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 - [email protected]

Location:

London

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent