Service Delivery Manager

Description & Requirements

• Jointly monitoring both operational and clinical performance alongside CSL through available MI at site and individual HP level, to identify trends/risks/ development opportunities. Creating & executing appropriate plans in line with the relevant HR policies where necessary
• Responsible for onboarding new HP’s into the business from offer acceptance including welcome calls and regular touch points through their new entrant journey and ensuring the induction is completed in line with business expectations
• Support Resource Managers in the planning activity, allocation of resource in line with DWP and company forecast, and effective booking policies to assist in the achievement of TPLs and KPI’s. Optimising clearance opportunities whilst maintaining quality and protecting the customer journey
• Effectively support and lead the team of Healthcare Professionals and administrative colleagues by way of conducting 1 to 1s, regularly engaging with your teams and utilising HR support where needed. Ensuring delivery of monthly team meetings including operational updates and be able to effectively communicate the messages to ensure that relevant business updates are cascaded and understood
• Review complaints and CSAT data and implementing changes and taking action where necessary to improve claimant journey/experience
• Facilities Management, including all HSE and Security procedures and processes are adhered to.
• Strong Initiative and driven, with a pro-active nature, keen to learn, personable, flexible and not afraid to get stuck into a large amount of detail
• Highlighting areas of interest, concerns, future requirements, providing feedback to relevant stakeholders where necessary
• Strong communicator, with skills & experience of leading diverse/disperse teams. Being confident in communicating with peers and senior stakeholders alike.
• Ability to analyse data and put in place corrective actions to achieve business requirements.
• Previous management / leadership roles with a view to adhering to HR policies and procedures
• Competent IT skills including Microsoft packages.
• Able to work well as part of a multidisciplinary team and build positive working relationships with both clinical and non-clinical colleagues
• Excellent influencing, communication, and collaboration skills, with the ability to adapt communication to the audience and interact constructively with a range of audiences
• Flexible and adaptable, able to understand, anticipate, and meet immediate and medium-term customer and client needs
• Able to collaborate effectively with others to drive a performance culture and deliver productivity and quality standards agreed between the us and the DWP
• Able to apply professional skills and manage own professional competence and accountability in accordance with the appropriate governing body Code of Conduct.
• Complies with all applicable continuous professional devlopment requirements.
• Able to effectively coach and mentor Health Care Professionals to improve/maintain performance standards
• Able to ensure that professional practice standards and “best practice” are maintained in all areas of work
• A commitment to the principles and practices of diversity, equity, and inclusion.