Service Delivery Administrator Business Manager

Health Management Ltd
06 Sep 2017
19 Oct 2017
Contract Type
Full Time

Health Management (a MAXIMUS Company) offers expert medical advice, dynamic health-promotion campaigns and on-site clinical support to a wide range of employers nationwide. We offer a friendly and supportive working environment.

We are currently looking for a SDA Business Manager to join the Customer Service Team at our Meriden (Berkswell) Office. The successful candidate will work closely with the Regional Operations Manager (ROM) and team leaders to deliver the business priorities, support and lead people through change and meet performance objectives and SLAs.

Job Summary

The role is a key leadership position with performance and budget responsibility for both revenue and costs associated with service delivery to Clients - working closely with the ROM and Senior Customer Service Manager to monitor and improve monthly revenue and staff/clinic spend so that margins are improved and profit increased in line with budget forecasts.

Key Responsibilities

  • Create and encourage a quality and performance driven environment in which Team Leaders and staff take responsibility to deliver high quality services to all Clients and colleagues within agreed SLA’s.

  • Support, guide and drive the Team Leaders to ensure that department KPI’s are achieved (exceeded) daily, weekly and monthly.

  • Chair and lead regular (daily and weekly) team meetings of your direct reports, communicating performance, priorities and developments within the business as necessary.

  • Coach/train and support Team Leaders to maximise their performance.

  • Complete direct reports annual ADRs and review quarterly.

  • Drive individual Team Leader performance and engagement through 121 monthly reviews, managing any poor performance as per company guidelines.

  • Create and encourage an environment of continual improvement throughout the teams, using Client survey information where relevant to improve services.

  • Attend Client meetings with the relevant Customer Service Manager to build relationships and agree improvements to services.

  • Investigate, record and respond to second level complaints and breach cases, ensuring that necessary follow up actions are taken with staff and Client to resolution (Third level and above to be highlighted to ROM / Snr CSM immediately).

  • Ensure that all data protocols are adhered to consistently and that refresher training is undertaken by all department staff annually.

  • Work closely with Team Leaders and the on site Trainer to develop a flexible workforce so that team absence and sudden spikes in certain Client referrals can be easily absorbed into other teams and performance against SLA’s is not impacted.

  • Conduct Capacity Planning/workflow reviews with ROM and senior CSM to ensure department headcount is maintained and expanded where needed.

  • Participate in ad-hoc projects as directed by the ROM.

  • Complete appropriate additional tasks under the direction of the ROM.

Key Competencies

  • Proven leadership experience in a target driven environment

  • Commercial awareness/business acumen

  • Strong planning and organisation skills

  • Influencing Skills

  • Analytical Skills

  • Excellent communication skills both verbal and written

    Must be PC literate in the following packages:

  • MS Excel

  • MS Outlook

  • MS Word

    Must be able to proficiently use the internet

    Training will be given on bespoke in-house designed systems (HML Online)

Health Management is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

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