Operations Manager

Description & Requirements

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. In anticipation of Contract Award, we have possible opportunities to recruit an Operations Manager within the Enfield, Waltham Forest, Newham, Barking, Redbridge, Havering, Greenwich & Bromley areas to start at the beginning of October 2026. If you are interested, please apply enclosing a CV. To provide operational leadership for the Confident Futures contract, ensuring the delivery of a high-quality, participant-centred service that supports Universal Credit claimants with disabilities and health conditions to increase their confidence, wellbeing and readiness for work-related activity. The Operations Manager will be accountable for operational performance, quality, compliance, customer experience, people leadership and stakeholder engagement across the contract area. The role will lead Service Delivery Managers and specialist teams to achieve contractual Customer Service Standards, maintain effective partnership working and ensure delivery of a safe, compliant and innovative service aligned to the Confident Futures Health Confidence model.

Specific Accountabilities: Service Performance & Contract Delivery • Lead operational delivery of the Confident Futures contract across the designated CPA. • Ensure achievement of all contractual Customer Service Standards and performance requirements. • Drive a culture of participant-focused service delivery, quality and continuous improvement. • Monitor operational performance through management information, performance reviews and quality assurance activity. • Develop and implement performance improvement plans where required. • Ensure delivery reflects the voluntary nature of the programme and health-informed support model. Leadership & People Management • Lead, coach and develop Service Delivery Managers and specialist operational teams. • Create a positive, inclusive and high-performing culture. • Ensure effective workforce planning and resource deployment. • Support recruitment, onboarding and retention of highly skilled staff. • Drive professional development and succession planning across the contract. • Promote wellbeing, safeguarding awareness and reflective practice. Quality, Compliance & Governance • Ensure compliance with DWP contractual requirements, safeguarding expectations and Maximus quality standards. • Monitor service quality through audits, observations and case reviews. • Ensure operational risks are effectively identified and managed. • Oversee implementation of corrective and preventative actions. • Ensure all customer records, support plans and contractual evidence are accurate and compliant. Stakeholder Engagement & Partnership Development • Act as senior operational point of contact for DWP and local stakeholders. • Develop strong relationships with: • Pathways to Work Advisers • Jobcentre Plus • NHS Partners • Local Authorities • VCSE Organisations • Skills Providers • Community Organisations • Support development of integrated referral pathways and community support networks. • Promote the Confident Futures service across the local area. Service Innovation & Test-and-Learn Delivery • Support implementation of the Confident Futures test-and-learn model. • Review participant feedback, outcomes and evaluation findings. • Identify opportunities to improve engagement, progression and participant experience. • Support operational testing of new approaches and interventions. • Contribute to contract evaluation activities and service redesign where required.