Business Support Centre Service Delivery Manager

Job Overview

Location
Leicester, England
Job Type
Full Time
Salary
£40,000 - £43,000 Per Year
Date Posted
25 days ago

Additional Details

Job ID
77905
Job Views
6

Job Description

Introduction

Maximus UK, a wholly-owned subsidiary of Maximus, Inc., operates several business lines in the UK, including the Centre for Health and Disability Assessments, Remploy, Health Management and Revitalised. Maximus UK employs 3,800 local staff, including over 1,400 doctors, nurses, occupational therapists and other Healthcare Professionals. Operating from more than 270 locations across England, Scotland and Wales, Maximus UK is one of the largest providers of employment, health and disability support programmes in the country. Learn more at maximusuk.co.uk.

Nature and Purpose of the Job

The Business Support Centre Service Delivery Manager (BSCSDM) will have overall accountabilities for the contract deliverables that are delivered within the Business Support Centre:

As the BSCSDM you’ll directly manage a team of BSC Team Leaders in order to make sure the front line teams are delivering the required SLAs/KPIs agreed with the BSC customers and partners.

The successful candidate must demonstrate a combination of technical, leadership and business intelligence expertise that contributes to the bottom line and longer-term strategic objectives.

The role will require you to interrogate the contracts processes and deliverables to ensure all objectives are being met and present the results to the commissioners when required along with the MAXIMUS Senior Leadership Team.

You will own the development of the team through multi-skilling, training development, monthly staff reviews and recruitment of new team members. You’ll remain hands-on helping the team when needed and dealing with escalated queries.

As our business continues to change and evolve, the successful candidate will be pivotal in implementing new products and services by acting as a SME on a variety of different projects including launching new products, services and contracts, operational efficiency improvements and process re-engineering.

Core Responsibilities

· Understandings of what KPI MI data is required and develop a dashboard of Real Time and historical data to be used with Direct Reports on a monthly basis.

· Ownership of the contract requirements and relationships with external stakeholders including government commissioners and software solution providers.

· Ownership of the Quality framework within the Business Support Centre.

· Understanding and ownership of all technical software requirements within the Business Support Centre and provide technical solutions to provide a streamline approach to all work requirements.

· Liaison and collaboration with internal departments to ensure seamless continuous improvement processes are adopted and trained into the teams.

· Provide analysis of workloads and calls received across the services offered.

· Provide reports to show trends in order for the Head to understand the issues and use this to develop internal and external customer excellence.

· Serves as a SME (subject matter expert),routinely briefing key stakeholders on different aspects of assigned initiatives

· Develop , deploy and implement changes based on customer satisfaction surveys

· Developing clear communication channels with internal and external customers

· Continuously reviewing the skills and calibre of team and communicating any gaps to the HoBSC

· Chair 1:1’s with team members and support direct reports with team meetings.

· Monitor and control the productivity of the teams and address any potential issues.

· Continuously review and revise departmental documentation to capture changes in an evolving business.

· Understand workflow and the capacity of teams to ensure effective utilization of the workforce. To keep up to date with contractual guidance and standards to contribute to own managerial, technical and professional growth.

Person Specification

· Understandings of what KPI MI data is required and develop a dashboard of Real Time and historical data to be used with Direct Reports on a monthly basis.

· Ownership of the contract requirements and relationships with external stakeholders including government commissioners and software solution providers.

· Ownership of the Quality framework within the Business Support Centre.

· Understanding and ownership of all technical software requirements within the Business Support Centre and provide technical solutions to provide a streamline approach to all work requirements.

· Liaison and collaboration with internal departments to ensure seamless continuous improvement processes are adopted and trained into the teams.

· Provide analysis of workloads and calls received across the services offered.

· Provide reports to show trends in order for the Head to understand the issues and use this to develop internal and external customer excellence.

· Serves as a SME (subject matter expert),routinely briefing key stakeholders on different aspects of assigned initiatives

· Develop , deploy and implement changes based on customer satisfaction surveys

· Developing clear communication channels with internal and external customers

· Continuously reviewing the skills and calibre of team and communicating any gaps to the HoBSC

· Chair 1:1’s with team members and support direct reports with team meetings.

· Monitor and control the productivity of the teams and address any potential issues.

· Continuously review and revise departmental documentation to capture changes in an evolving business.

· Understand workflow and the capacity of teams to ensure effective utilization of the workforce. To keep up to date with contractual guidance and standards to contribute to own managerial, technical and professional growth

MAXIMUS is committed to developing, maintaining and supporting a culture of equality and diversity in employment in which our employees as well as candidates for employment are treated equitably.

Location

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