Assessment Centre Manager

The Assessment Centre Manager is a Manager role within Operations, reporting to the Area Manager.

The AC Manager is the single point of accountability for delivery of volume, quality, and applicable service level performance targets of an AC or a group of smaller ACs. The role is responsible for leadership and oversight of AC operations, including assessments, admin activities, customer service, facilities, and health & safety.

• Ensure that the volumes, quality, and applicable service levels are delivered to agreed target levels
• Deliver team objectives and performance against targets through robust performance management methods
• Facilitate communications which support delivery
• Monitor high level administrative workflow to ensure administrative teams have all processes in place to ensure assessment delivery
• Work with Area Manager to drive continuous improvement and disseminate though team
• Investigate and resolve customer complaints and escalate serious complaints as required
• Communicate changes in assessment procedures and best practices (healthcare-based and administrative) to teams (with support of Team Performance Leader(s) Clinical Standards Lead(s) if required)
• Ensure Team Performance Leader(s) or Clinical Standards Lead(s) have in place appropriate healthcare-related mentorship and coaching to support delivery of quality targets
• Ensure Team Performance Leader(s) or Clinical Standards Lead(s) follow appropriate processes to escalate clinical questions and communicate resolution
• Support the continuous professional development of staff and encourage shared learning
• Responsible for effectively and proactively managing absences to minimise ad hoc and ongoing absence
• Other ad hoc duties as required
• Clinical ACMs should retain and maintain their approval for all areas they are trained, and as and when required by the operation you will be expected to carry out assessments and other clinical duties.

Experience and qualifications

• Experience leading and developing teams
• Experience of delivering challenging performance targets
• Clinical experience helpful but not essential.

Individual Competencies

• Able to balance needs of the business and customer/client. Seeks feedback and reviews and refines approaches to anticipate and deliver better customer/client service
• Delivers high quality work; manages and monitors the quality of work by team and takes action to ensure standards are met
• Able to meet workload requirements and to manage, allocate and monitor team workload to meet output expectations
• Able to build good working relationships and promote cooperation within and across departments/locations to deliver results
• Able to communicate clearly; able to employ a variety of media to communicate effectively with, understand and influence a range of audiences
• Able to champion direction set by senior management and inspire team to deliver results
• Able to drive continuous improvement.

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.

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