Head of Operations - Connect - Maximus

Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

To lead the successful delivery of Maximus contact centres, ensuring the operational fundamentals are carefully planned and delivered in line with expectations.

A senior leader working with key internal and external stakeholders to support rapid business growth through the development of market-leading delivery models and innovative client solutions.

Responsible for creating a positive and collaborative workplace, driving high levels of colleague engagement and retention.

Embodies and demonstrates alignment with Maximus values at all times.

• Motivate and inspire direct reports to lead their teams to succeed, conducting regular coaching and mentoring sessions to ensure the highest level of performance, empowerment, and innovation.
• Ensure consistent excellent operational delivery through disciplined and structured leadership of direct reports and operational teams.
• Lead the team to drive optimal operational performance, achieving consistent delivery of service levels, through a culture of high-quality standards.
• Pro-actively driving any required turnaround plans required for performance improvement.
• Function as part of the Connect Senior Leadership team and contribute to the future success of the division.
• Pro-actively review the future needs of the growing business in consultation with the leadership team. Embedding the operating structure across newly acquired contracts to build a solid foundation for divisional growth.
• Driving business excellence to ensure service delivery is best in class, outperforming market competition.
• Working closely with Support Services and Client Relationship Management to ensure the division forecasts and plans accurately, providing an annual business plan, monthly forecasts, and weekly statistics.
• Acting as the key operational link into the business development team for new delivery contracts.
• Lead and motivate people to deliver a consistently high-quality service.
• Ambassador for colleague engagement focusing on delivering and driving improvement in key people metrics, such as retention, absence and ER case management.
• Leading the development and implementation of a colleague engagement strategy to ensure all operational colleagues are engaged, motivated, values driven to succeed in a contract-based environment.
• Ensure operational structure is agile to flex contract requirements and growth, with a focus on colleague development, talent, and succession planning, enabling the progress of colleagues throughout the business.

Qualifications & Experience

• Evidence of delivering and maintaining Contact Centre or service delivery commercial SLA and KPI performance measures.
• Strong organisational capacity with a tried and tested system for diary management, completing actions and monitoring other's completed actions.
• Knowledge of scaling operations to respond to growth.
• Continuous Improvement methodology and frameworks
• Experience managing and developing a team.
• Proven track record of driving business performance, analysing problems, interpreting operational needs with a track record of proven success.
• Proven ability to analyse problems, interpret operational needs, and develop integrated, creative solutions.
• Customer focused both internally and externally.
• Demonstrable Commercial Capability
• Established, values-driven leader, with ability to lead, train and coach employees.

Individual Competencies

• Excellent verbal and written communication skills, with the ability to influence across multiple levels.
• Able to work well with others, creating an environment where continuous improvement and high-quality outputs are achieved.
• A track record of building personalised relationships with customers
• Strong understanding of data management, with the ability to present data in an appropriate format for multiple audiences.
• Ability to lead a team through change initiatives, maintaining focus and desired outputs.
• Ability to assess risks / interdependencies and mitigate against those.
• Ability to work in a fast pace, changing environment.
• Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals at all levels both verbally and in person
• Educated to a minimum of degree level or equivalent.

Travel Requirements

• Regular travel to Maximus or Client Sites as required

Key Business Priorities

Internal

• VP Customer Services
• Connect operational delivery team.
• Head of Connect Support Services
• Head of Client Relationship Management
• Technology key contracts
• Business Development and Solutions department
• Head of HR and HRBP
• Legal

External

• Client vendor manager
• Client senior stakeholders
• Client change functions

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 well-being 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 an interview. YourGuaranteed 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.