Operations Manager - Training

Introduction

Be part of something great.

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.

Role Summary

The Operational Delivery Manager leads the operational and clinical performance and governance of the end‑to‑end new entrant journey within HAAS, ensuring consistent achievement of throughput performance levels (TPLs) and key performance indicators (KPIs) through onboarding, training and supervised practice.

They analyse regional management information (MI), identify risks and opportunities across learner progression, quality and readiness, and execute corrective actions at pace. The role provides visible leadership, coaching and engagement for trainers and coaches supporting Service Delivery Managers and Health Professionals, with a strong focus on learner experience, capability build, and readiness for independent practice.

There will be a key focus on continuous improvement, and the role will work alongside Delivery Enablement Leads to ensure the new entrant journey is delivering to expectations, identifying key areas for improvement through factual feedback, observation and calibration. They will also contribute effectively to projects, pilots and change initiatives to drive Service Excellence.

The role will have line management responsibility for approximately 6 New Entrant Managers.

Key Accountabilities

• Jointly monitor operational and clinical performance of the new entrant population with support from Head of Assurance & Audit, using site and individual MI to spot trends, risks and development needs; create and execute improvement plans in line with HR policies
• Own delivery of core TPLs and KPIs for both volume (new entrant throughput, progression and readiness) and quality (audit pass rates, rework, coaching effectiveness and learner outcomes), escalating exceptions and driving recovery plans. Also; TPLs and KPIs when coaches/trainers are delivering assessments themselves
• Resource planning: Align supply to demand for trainers and coaches across onboarding, training and supervised practice, working alongside Planning and Performance teams to ensure effective coverage while protecting quality and learner experience
• People leadership: Build engagement of trainers, coaches and operational leaders, deploy retention plans, manage absence proactively, and lead effective 1‑to‑1s, coaching and performance management to sustain capability and reduce attrition
• Drive change and continuous improvement: Lead rollout of new technology and ways of working, standardise best practice across sites, and track benefits realisation
• Customer and stakeholder focus: Assure learner experience and readiness outcomes, manage escalations, and maintain strong relationships with internal stakeholders including Training, Quality, Recruitment and Operations leadership
• Governance, compliance and facilities: Ensure adherence to HSE, security and contractual requirements; uphold governance frameworks set by the business.

Qualifications & Experience

Essential

• Experience leading and developing diverse, high‑performing teams within operational, training or learner‑focused environments
• Highly organised with the ability to prioritise workloads across complex, fast‑changing environments
• Proven delivery of challenging performance targets (TPLs and KPIs) linked to progression, readiness and quality outcomes
• Strong capability in creating and executing action plans to drive performance improvement
• Confident relationship builder who influences and empowers others to make proactive decisions
• Analytical mindset with strong attention to detail; proficient with spreadsheets and business analysis tools
• Strong coaching and mentoring skills; calm and steady presence in difficult situations
• Excellent written communication and presentation skills

Desirable

• Experience supporting learner development, training delivery, coaching or supervised practice models
• Sector experience

Maximus Competencies

• Embraces Respect
• Partners Effectively
• Creates Innovative Solutions
• Focuses on the Customer
• Demonstrates Compassion
• Takes Responsibility & Acts with Integrity
• A commitment to the principles and practices of diversity, equity, and inclusion

Individual Competencies

• Must be flexible and agile in personal ways of working – able to travel around the business at short notice and adopt a working style and pattern that is fit for the situation being faced
• Resilient – must be able to cope with a demanding and ever-changing workload
• Balance – must have experience of working in high pressure situations and be able to demonstrate calmness and rational thinking when situations escalate to become highly demanding
• Digitally adept and in tune with use and utilisation of modern and emerging technologies
• Strategic Business Acumen
• Data-Driven Decision Making
• Growth-Orientated Mindsets
• Solution focused, Driven
• Adaptive Leadership
• Emotionally Intelligent Leadership

Travel Requirements

• National role – must be able to travel flexibly and freely across UK operations according to demand

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.