Overview
This division of Capita is an amalgamation of a number of leading businesses in the Health & Wellbeing space. It is now establishing one identity to focus on delivering a truly integrated organisational health offering focusing on the 3 key strands of the service offering namely sickness absence, compliance/risk management and employee wellbeing. This is underpinned by the provision of intelligent data providing evidence based outcomes on all aspects of service delivery allowing our customers to benchmark their investment against financial returns achieved. This division is the fastest growing division of Capita Group Plc, a FTSE 100 business, which is ranked number one in the business process outsourcing market. The business works extensively across both the public and private sector.
The jobholder will be a key member of the Organisational Health Operational team reporting to the Operations Manager. The role requires flexibility and willingness to change according to business requirements led by the needs of our clients in this care-focused environment,
Purpose of the Role
The role holder is responsible for managing a team of clinically qualified Case Managers within an ever changing environment, ensuring they lead coach, develop and support their staff through change and the day to day responsibilities of their roles. The Team Manager will plan and coordinate the flow of work through their department ensuring that each resource is used and that work is distributed fairly and to the correct skill sets. The role holder will be required to be results focused delivering against key objectives and measuring their team’s productivity and quality on an on-going basis; ensuring targets and deadlines are achieved utilizing the necessary resources. The role holder will be required to contribute to process improvements, work on department and their own team projects. All aspects of performance management will be required to be managed for their team to include, Absence Management, appraisals and performance improvement.
The Team Manager role requires customer focus, attention to detail, excellent relationships skills and time management capability. The role requires the holder to work closely with internal and external customers in a professional and polite manner, whilst maintaining confidentiality at all times. The ability to investigate, diagnose and act on recurring problems, seeking way to improve performance and supporting change is a key aspect of this role.
Essential Experience/Skills
Qualifications and skills essential for the role:
Excellent written and verbal communication skills
Proven team management experience
Ability to work under own initiative and create solutions to problems and business opportunities
Computer literate with a good knowledge of Microsoft Windows
Good knowledge of people management processes
Excellent organisational and time management skills
Excellent presentational skills
Leadership skills capable of sustaining & inspiring commitment within the management of change and continuous improvement environments
Influential committed team & motivational player
Ability and willingness to quickly understand, apply and work to improve processes and systems
Competencies & Behaviors: Effective Communication:-
Communicates effectively and articulately across business and with external customers
Delivers feedback in a focused, positive and in a constructive manner to continuously improve performance
Demonstrates effective interpersonal skills
Communicates confidentially at all times
Relays information to the management team in an affective and professional manor, being clear on the intended message and required result.
Delivery of the Business Service:-
Delivers all department processes in line with the requirements and ensures team works within the processes of their role.
Ensures resources are used and reviewed, coordinating recruitment as and when required.
Identifies problems and errors and works to provide effective solutions.
Makes decisions that positively impact on the business and stakeholders
Looks for ways to improve processes and quality in a timely and non-costly manner
Drives adherence to policy and procedure
Takes responsibility for their own decisions
Adheres to all company procedures, including health & safety, HR and security and ensures team also comply
Follows Data Protection legislation and confidentiality at all times
Ability to manage competing demands upon time from multiple sources
Effective Teamwork:-
Works with colleagues to deliver agreed business objectives and maximise business performance
Develop and support a professional team environment
Conducts activities that motivate and develop others
Assist colleagues as necessary
Demonstrate respect for colleagues and deals with people fairly
Shares knowledge and experience
Managing Performance and Self Development:-
Consistently achieves targets and deadlines
Regularly seeks and acts on feedback from others in order to continuously develop self
Helps others to improve areas of development
Takes ownership of self development and achieving own objectives
Validates effectiveness of job performance
Sets clear realistic goals, objectives and performance standards for self
Results Focused:-
Prioritises and manages time effectively
Manages resources effectively to deliver against agreed SLA’s
Promotes and manages change in positive manner
Promotes an environment of continuous improvement
Manages conflicting priorities effectively to meet all deadlines
Supports team members with implementation of change
Accountabilities
Work closely with Operational Management to ensure standards are delivered to
Apply a critical eye to improve team performance
Ensure any gaps in CWH’s processes are addressed or relayed to the appropriate persons or areas
Keeping up to date with clinical, industry, business knowledge and all aspects of service requirements to ensure clients receive best practice advice, guidance, support and direction
Share experience, knowledge and expertise with clinical and operational colleagues, ensuring the business receives the information necessary to achieve objectives and provide a seamless service
Support case management staff with high profile referrals, complex cases and client queries in such a way to maximize customer and company satisfaction
To provide formal direction on agreed clinical procedures
Provide continuous recommendations for improvements to the quality of the services
Point of contact for Account Managers
To act as an ambassador for the operation proactively liaising with the clients and associated service providers
Hosting and/or contributing to meetings with existing and potential clients
Any other duties as appropriate and required
BEHAVIOURS:-
Leading by example
Creating a learning environment
Going further for results
Changing for the future
Committing to the customer
Making sound business judgments
