The key purpose of the Clinical Quality Operations Manager for TPDPS, is to lead a team of Health Care Professionals (HCPs), to ensure the delivery of agreed key performance indicators, specifically maintaining and improving productivity and quality of service. What you'll be doing: • Focus on business objectives and have a full understanding of the importance of achieving internal and external service levels in order to eliminate financial penalties, improve customer satisfaction and reduce customer complaints / escalations • Supported by Capita policies and local initiatives, be responsible for HR related management and decision-making including the development of direct reports through personal accountability and effective performance management • Be proactively responsible for staff motivation to develop and maintain a positive team ethos to minimise staff absence and attrition • Through effective use of management information, understand the importance of quality issues, KPIs and trends and the impact it has on the TPS service to identify and deliver remedial action/improvement opportunities • Work alongside the Clinical Governance Team to monitor quality. Coaching targets to be agreed & achieved with personal improvement plans implemented to address any development / improvement opportunities • Actively participate in the escalation process, without being prompted, by identifying operational risks and issues which may impact on the grade of service being delivered • Support the Head of Operations in managing the impact of all internal and customer-driven change and initiatives, ensuring that system and process change is understood and that the impact on resource levels is planned. • To ensure direct reports have well-honed clinical insight linked to the requirements of the TPDPS contract and can successfully impart this knowledge to Clinical Assessors via audit proformas and Clinical Support interventions using a range of techniques and resources. What we're looking for: • Operational leadership and coaching experience • An understanding of TPDPS, well-versed in the current service delivery landscape, and has a solid grasp of the business processes and operations. • Detailed knowledge, understanding and experience of the service, including relevant legislation, policies, and systems • Experience of service/process improvements, compliance and adherence to timelines, and project work • Performance management experience • Demonstrable planning, leadership, motivational and organisational skills • Technical proficiency • Excellent people management and stakeholder management skills • Ability to communicate with clarity, precision, and influence • Ability to work in a high-pressure environment, managing detailed operational deliverables, meeting targets and business plans. • Proven track record of building and developing teams. • Ablility to develop and deliver presentations to direct reports and stakeholders. What's in it for you? • 23 days' holiday (rising to 27 ) with the opportunity to buy extra leave • Company matched 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 • The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice • 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 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. We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email Iqbal at [email protected] or call 07784 237318 and we'll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.