Head of Operations, Health Assessment Advisory Service

The Head of Operations for Lot 5 (NI) is responsible for the delivery of the Personal Independence Payment (PIP), Work Capability Assessments (WCA) & Specialist Benefit assessment service on behalf of the Department for Communities (DfC) across Northern Ireland.

This is an exciting role for an experienced Head of Operations/Senior Operations Manager which will involve ensuring contract delivery, managing client relationships and ensuring the highest standards of service delivery.

The Head of Operations for Lot 5 (NI) will directly manage Senior Operations Managers with overall responsibility for up c500 employees. Additionally, this role involves managing client relationships, ownership of the people agenda, and driving performance improvement plans to achieve strategic objectives.

The role requires regular and flexible travel to Northern Ireland per client requirements.

What you'll be doing:

• Delivery to Contract Target Performance Levels: Ensuring that all contractual targets and performance levels are met or exceeded, maintaining high standards of service delivery.
• Commercial Responsibilities: Managing commercial aspects of the operations, including budgeting, financial performance, and contract management.
• Financial Accountability: Managing budgets effectively, ensuring financial targets are met. Responsible for designing and delivering against the business plan.
• Stakeholder Relationships: Building and maintaining strong relationships with key stakeholders, including clients, partners, and internal teams.
• Project Management: Overseeing and managing projects to ensure they are completed on time, within scope, and within budget.
• Recovery Plans: Developing and implementing recovery plans to address any performance shortfalls or operational issues.
• People Agendas: Taking ownership of the people agenda, including recruitment, training, talent management, employee engagement, and performance improvement.
• Key Decision Maker: Acting as a key decision maker in strategic and operational matters, providing leadership and direction to the team.
• Deputise for the Head of Contract: Step in for the Head of Contract as needed, ensuring continuity of leadership and decision-making.
• Client & Employee NPS Results: Monitor and improve Net Promoter Scores (NPS) for both clients and employees, driving initiatives to enhance satisfaction and loyalty

What we're looking for:

• Significant experience in a Senior Operations Manager/Head of Operations position
• Understanding of the Capita HAAS contract and/or extensive experience in managing Government client relationships.
• Exemplary leadership skills. The ability to lead and inspire large, multidisciplinary teams, driving them towards continuous improvement and customer-centric goals.
• Excellent verbal and written communication skills, with the ability to interact effectively with both internal and external stakeholders, manage forums at a senior level, and prepare and deliver client communications.
• A deep understanding of customer service principles, with a commitment to delivering high-quality experiences and the ability to develop long-term strategies that align with the company's goals and improve the overall customer experience.
• Experience in managing organisational change, driving continuous improvement, and overseeing operational management, operational support, and service improvement activities.
• The ability to manage stakeholder relationships both externally and internally, fostering a collaborative and productive partnership with the DWP.

About HAAS:

The Health Assessment Advisory Service (HAAS) arranges and carries out assessments for the Department for Work and Pensions (DWP) and the Department for Communities (DfC).

The purpose of the assessment is to understand how an illness or disability affects a person's daily life. After the assessment, the DWP/DfC makes the decision as to whether the individual will receive any benefits. The Health Assessment Advisory Service is delivered on behalf of the DWP & DfC by Capita.

What's in it for you?

• A competitive salary of up to £80,000 plus Management Bonus
• 25 days' holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you'll do next:

Choose 'Apply now' to fill out our short application, so that we can find out more about you.

Equal Opportunities

At Capita, we're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you'd like to discuss any adjustments you might need during your recruitment process. Please email [email protected] or call 07784 237318 and we'll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - [email protected]