Team Performance Leader ID-1682 – Amazon Store

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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.

This is a hybrid role, so a mix of being in Blackpool Assessment Centre and home working at times as well.

Team Performance Leader is a Supervisor role within Operations, reporting to the AC Manager.

The Team Performance Leader is responsible for the daily management of productivity and quality performance of a team of AC-based employees. The role is responsible for performance management of his/her team, and for line management duties of direct reports.

The Team Performance Leader will supervise Clinical Standards Leads, HCPs and/or AC Administrators. He/she will allocate and supervise workflow for their reports to ensure HCPs are successfully delivering volume, quality, and relevant service level targets and to ensure admin teams have all paperwork in place to support assessment delivery.

The role supports the AC Manager in his/her oversight of AC operations and in the delivery of targets. The role may interact with customers, responding to escalated queries and complaints. The role does not conduct assessments or any other clinical or medical activities.

• Daily supervision of a team of HCPs and/or AC Administrators to deliver output and quality targets
• Set challenging personal goals for staff using the CHDA Performance Management Framework
• Deliver team objectives and performance against targets through robust performance management methods
• Administer and report HCP productivity and quality performance to AC manager
• Administer and report on performance management processes of admin staff
• Communicate team objectives and performance against targets
• Lead daily team meetings
• Resolve / escalate team issues and roadblocks
• Investigate and resolve complaints and escalate complaints as required
• Liaise with AC Manager to develop and embed best practices
• Work with Clinical Standards Leads to escalate clinical questions through appropriate channels, communicating resolution back to the HCP team
• Provide admin employees with appropriate mentorship, coaching and reviews to deliver quality services and support career progression
• Effectively and proactively manage absences to minimise ad hoc and ongoing absence
• Other ad hoc duties as required
• Demonstrated supervisory and leadership skills
• Able to collaborate effectively with others to drive a performance culture
• Able to supervise work of a team to make sure output and quality expectations are met
• Able to meet workload requirements and use time productively
• Able to deliver accurate work and adhere to established procedures and professional standards
• Able to understand, anticipate and meet immediate and medium-term customer and client needs
• Able to communicate effectively verbally and in writing, adapt communication to audience needs, and able to interact constructively with a range of audiences
• Able to maintain a professional demeanor in stressful interactions
• Able to champion direction set by senior management and inspire a team to deliver results
• Able to drive continuous improvement
• Experience performing the AC Administrator function at a CHDA centre or similar experience helpful but not essential

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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.