WCA and SB Service Level Assurance Manager
In addition, the role will incorporate contractual activities including advice on performance management and contract variations. You will work closely with key internal departments and stakeholders to enable the delivery of high-quality services internally and to the client.
Working closely with Head of Performance to produce accurate and informative monthly, weekly, and daily reporting both internally and to the client.
1. Supporting the Management and Administration of the HAAS contract as well as being integral for any contractual changes throughout the term of the contract.
2. Support overall monthly contractual service level reporting including mid-month updates, having a thorough understanding of each performance metric to add context and narrative to performance reporting.
3. Increase awareness and ownership within the operation of all Target Performance Levels and associated processes, across all Service Lines to achieve optimum performance whilst ensuring compliant activity.
4. Work collaboratively with Operational Teams and Continuous Improvement to gain insight and provide a platform to optimise performance consistently across Quality, Customer Service and Volume Performance.
5. Lead liaison role with third party suppliers linked to Specialist Benefits, managing contracts and performance.
6. Promote business knowledge of Specialist Benefits and support and address skill gaps, knowledge gaps and process gaps.
7. Working closely with the Head of Performance to provide comprehensive and insightful performance reporting.
8. Apply continuous improvement methodology to improve the delivery of services, considering the engagement of clinicians, non-clinical support teams, and the claimant journey.
9. Effective communication with Senior stakeholders, operational teams, local partners, DWP, and other central functions.
10. Contributing to best practice sharing through shared resources, skills, know-how and expertise.
Essential Criteria
1. Previous experience with WCA and Specialist Benefits.
2. Excellent interpersonal skills and experience in a supervisory/management role.
3. Working knowledge of DWP policy and processes.
4. Demonstrable ability to handle multiple priorities while ensuring contractual timelines are met.
5. Able to effectively network and collaborate to build and maintain effective relationships internally and externally.
Desirable Criteria
1. Understanding the barriers faced by people with physical and mental health difficulties in relation to attendance and engagement with clinical assessments.
2. Understanding of the HAAS purpose and approach.
3. Willingness and motivation to undertake and apply Continuous Improvement methodology training to yellow/green belt level (Lean Six Sigma methodology).
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