Remote Performance Manager - 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.

The Remote Performance Manager will be responsible for the implementation and delivery of the remote assessment delivery function, working closely with the remote assessment delivery project to ensure successful delivery.

They will lead on the delivery of volume, quality, customer service and colleague related measures and service level performance targets for remote colleagues. They will be able to effectively analyse and understand performance information, filtering key messages to report to the Operations Director on an exception basis.

The role will coach, mentor, and provide leadership to Remote Leaders within the region, developing and implementing plans to drive improved performance and share best practice.

Provide visible leadership and direction to remote leaders, to enable the effective delivery of volume, people, quality, and customer service-related measures. Coach, mentor and lead remote leaders with action planning and development plans through effective performance management processes, showing understanding, respect, and compassion for the opinions/needs of others. Adhere to the governance structure in place by the Operations Director, ensuring compliance by Remote Leaders.

Effectively report on performance to the Operations Director, including daily, weekly results, explanation of deviation from targets and plans for corrective action as agreed. Ensure Remote Leaders make best use of technology and management information to effectively analyse performance, enabling them to understand key drivers and implement plans to address as required.

Motivate, inspire, and coach team members through continuous professional development and recognising exceptional performance. Identify and develop team members in support of effective succession planning.

Create a culture of direct, open communication by gaining ongoing colleague feedback to assess and evaluate the impact of remote based delivery; review trends and best practice; seek to remove barriers and ensure colleagues are engaged and have the right tools and resources to successfully achieve required key customer metrics.

Ensure visibility and approachability in a remote management setting; establish and clearly communicate rules of remote engagement and set clear expectations of regular online meetings, reviews, and check-ins.

Build trust amongst colleagues and peers through strong working relationships and facilitate communication and engagement amongst those within remote delivery, setting ambitious expectations clearly and concisely and provide support towards a continuous improvement performance culture.

Manage the allocation of remote HCP resources to respond to changes in demand and absences, deriving plans to resolve issues and highlighting to the Operations Director as required, reacting promptly and with agility to be able to adapt to different changes, personalities and working styles.

Investigate and resolve escalated complaints, supporting Remote Leaders with addressing issues, resolving roadblocks, and escalating issues as required to the Operations Director, maintaining a calm and steady presence to effectively manage difficult situations.

Advert closes 17th May.

Salary £49,000

Qualifications & Experience

• Experience of leading and developing a diverse range of high performing teams across remote delivery;
• Experience of delivering challenging performance targets;
• Experience in a supervisory or leadership role with strong performance focus;
• Clinical experience is beneficial (but not essential);
• Proven experience in influencing senior stakeholders and making key decisions;
• Strong team leadership skills;
• Effective communicator and influencer;

• Highly organised with ability to prioritise and manage workloads covering a number of remotely based teams;
• Effectively use technology to be able to remotely lead and support colleagues;
• Able to balance both the needs of the business with needs of the customer. Seek feedback and refine approaches to anticipate and deliver better customer service;
• Deliver high quality work; manage and monitor the quality of work by the team and take action to ensure standards are met;
• Able to build good working relationships and promote cooperation within and across departments/locations to deliver results;
• Able to champion direction set by senior leaders and inspire team buy-in and delivery of results;
• Performance driven with strong performance management skills to drive continuous improvement;
• An analytical mindset with a strong attention to detail;
• Excellent PowerPoint and written communication skills, though equally proficient with spreadsheets and business analysis software;
• Strong Coaching and Mentoring skills;
• Able to manage different needs effectively and respond to changes as and when they occur;
• Able to build a community amongst a remote working team to ensure they feel connected with each other and the wider organisation.

Key Business Priorities

Internal

• CHDA Clinical Colleagues
• CHDA Operational and Administrative Colleagues
• Regional Leadership Teams across the UK
• Flexible Working Transformation lead
• Future Services Project Manager & Project Delivery Team Members

External

• Department for Work and Pensions (DWP)
• Customers

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. 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.