Operations Manager

Specific Accountabilities:

Service Performance & Contract Delivery

• Lead operational delivery of the Confident Futures contract across the designated CPA.

• Ensure achievement of all contractual Customer Service Standards and performance requirements.

• Drive a culture of participant-focused service delivery, quality and continuous improvement.

• Monitor operational performance through management information, performance reviews and quality assurance activity.

• Develop and implement performance improvement plans where required.

• Ensure delivery reflects the voluntary nature of the programme and health-informed support model.

Leadership & People Management

• Lead, coach and develop Service Delivery Managers and specialist operational teams.

• Create a positive, inclusive and high-performing culture.

• Ensure effective workforce planning and resource deployment.

• Support recruitment, onboarding and retention of highly skilled staff.

• Drive professional development and succession planning across the contract.

• Promote wellbeing, safeguarding awareness and reflective practice.

Quality, Compliance & Governance

• Ensure compliance with DWP contractual requirements, safeguarding expectations and Maximus quality standards.

• Monitor service quality through audits, observations and case reviews.

• Ensure operational risks are effectively identified and managed.

• Oversee implementation of corrective and preventative actions.

• Ensure all customer records, support plans and contractual evidence are accurate and compliant.


Stakeholder Engagement & Partnership Development

• Act as senior operational point of contact for DWP and local stakeholders.

• Develop strong relationships with:


• Pathways to Work Advisers

• Jobcentre Plus

• NHS Partners

• Local Authorities

• VCSE Organisations

• Skills Providers

• Community Organisations

• Support development of integrated referral pathways and community support networks.

• Promote the Confident Futures service across the local area.

Service Innovation & Test-and-Learn Delivery

• Support implementation of the Confident Futures test-and-learn model.

• Review participant feedback, outcomes and evaluation findings.

• Identify opportunities to improve engagement, progression and participant experience.

• Support operational testing of new approaches and interventions.

• Contribute to contract evaluation activities and service redesign where required.

Outreach & Accessibility

• Ensure operational delivery includes effective office, outreach and community-based support.

• Monitor geographical coverage and accessibility of services.

• Ensure appropriate health and safety arrangements are in place for outreach delivery.

• Promote inclusion and accessibility for participants with disabilities and health conditions.
Key Contacts & Relationships:

Internal

• Head of Operations


• Service Delivery Managers


• Work & Health Coaches


• Health Confidence Coaches


• Health System Navigators


• Clinical Assurance Lead


• Support Coordinators


• Quality & Compliance Team


• HR and Learning & Development Teams

External

• DWP


• Pathways to Work Advisers


• Jobcentre Plus


• NHS Organisations


• Local Authorities


• VCSE Organisations


• Community Partners


• Training Providers


• Employers


• Disability Support Organisations

Qualifications & Experience

Essential

• Significant operational management experience within employability, welfare-to-work, health, skills, justice or related public service programmes.


• Experience managing large operational teams through subordinate managers.


• Experience delivering services against contractual KPIs and service standards.


• Experience managing performance, quality and compliance.


• Proven stakeholder management experience with commissioners and strategic partners.


• Experience implementing operational improvement initiatives.


• Understanding of safeguarding and working with vulnerable adults.


• Experience managing geographically dispersed teams.


• Strong financial, resource and workforce planning capability.


• Experience using management information to drive decision making

Desirable

• Experience within DWP-funded programmes.


• Experience supporting individuals with disabilities or long-term health conditions.


• Knowledge of the LCWRA claimant group.


• Understanding of health-informed employability support models.


• Experience of community outreach service delivery.


• Experience working within integrated health, employment or social inclusion programmes.


• Project or programme management qualification.


• Management qualification (ILM Level 5 or equivalent).

Individual Competencies

• Strategic leadership.


• Performance management excellence.


• Strong coaching and people development capability.


• Commercial awareness.


• Effective stakeholder management.


• Data-driven decision making.


• Customer-focused leadership.


• Continuous improvement mindset.


• Resilience and adaptability.


• Strong communication and influencing skills.


• Commitment to inclusion, accessibility and safeguarding.


• Ability to lead through change and ambiguity.

Travel requirements: Ability to travel within Enfield, Waltham Forest, Newham, Barking, Redbridge, Havering, Greenwich, Bexley, Bromley, Croydon, Merton, Sutton, Kingston upon Thames and Richmond upon Thames areas

EEO Statement


• MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. • We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. • Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.


Minimum Salary


£


50,100.00


Maximum Salary


£


55,100.00