Work Capability Assessments TPL Manager

Description & Requirements

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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.

The WCA (Work Capability Assessments) TPL Manager is accountable for ensuring the meeting of all Target Performance Levels in Lot 2 associated to Employment and Support Allowance (ESA) and Universal Credit (UC).

The role holder will use Management Information (MI) in combination with their extensive process knowledge to identify areas of potential failure to facilitate others to take timely action to avoid negatively impacting the customer journey or incurring potential financial penalties / contract failure.

They will support the Contract Performance Manager with FAS contractual reporting obligations as well as the provision of data for a wide variety of internal and external stakeholders, including Maximus's Senior Operational Leadership Team and Capita.

Salary - £40,000 to £45,000 DOE.

This is a home based position.

Candidates must be living in the United Kingdom with the relevant Right to Work in the UK to be considered.

Role Duties

1.

In coordination with the workflow tool identify and ensure that customer referrals at risk of failing Target Performance Levels are being acted upon by the appropriate manager in a timely manner.

Escalate to Performance Director ongoing performance concerns to ensure remedial action is taken to maintain a positive customer experience.

2.

Monitor workflow against end-to-end clearance times to identify potential backlogs and taking appropriate action to communicate and escalate issues

3.

Undertakes analysis of workflow and performance data to inform Target Performance Levels reviews.

4.

Adhere to internal and contractual performance reporting timetables, to produce contractual reports on behalf of the Contract Performance Manager

5.

Maintains an expert in depth knowledge of Service Requirements and Contract Schedule 2.2 performance requirements to limit the business' exposure Serious Performance Failures and financial penalties.

Use knowledge and understanding of all contractual Target Performance Levels and how they relate to operational processes to complete monthly Exception Reporting

6.

Assure validity and integrity of internal performance data, using knowledge and understanding of performance MI report derivations.

User Acceptance Test new performance MI and when required assist with provision of guidance to operational colleagues upon deployment

7.

Demonstrates behaviour that creates a culture aligning to the Maximus values of Accountability, Compassion, Collaboration, Customer Focus, Innovation and Respect.

Qualifications & Experience

Essential

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