Regional Performance Manager
Ingeus · London, England, United Kingdom
To lead the operational deployment of clinical and non-clinical resources across assigned Assessment Centres/ remote delivery channels, ensuring available capacity is translated into safe, efficient and responsive service delivery. The role provides the operational link between strategic performance and capacity planning and day-to-day Assessment Centre management, coordinating resources across locations, anticipating constraints and enabling timely action to protect volume, quality, customer service and people outcomes.
The Regional Performance Manager will act as the designated deputy to the Senior Performance Manager and will directly lead the Video Assessment and Telephone Assessment Hub Managers, establish consistent resource-management disciplines, and use management information to balance demand, capability and availability. Working closely with operational Managers, Capacity Planning, recruitment, L&D, clinical leadership and operational support functions, the role will strengthen resilience, reduce avoidable lost capacity and support continuous improvement across WCA Clinical Operations.
- Act as the designated deputy to the Senior Performance Manager, providing leadership cover, supporting operational decision-making and representing the function in agreed meetings and forums.
- Translate demand, capacity and performance plans into practical operational resource plans across Assessment Centres, Video Assessment and Telephone Assessment delivery channels.
- Lead the deployment and reallocation of clinical and non-clinical resources across locations, balancing service demand, colleague capability, availability, quality requirements and claimant needs.
- Provide direct line management, direction and coaching to the Video Assessment Hub Manager and Telephone Assessment Hub Manager, setting clear expectations for resource control, operational performance, colleague engagement and service standards.
- Maintain oversight of rotas, planned leave, training, meetings, vacancies, new-starter pipelines and other capacity impacts, ensuring that risks are identified early and mitigations are agreed and tracked.
- Coordinate short-notice operational responses to absence, demand variation, site disruption and other delivery pressures, escalating material risks with clear options and recommendations.
- Work in partnership with Capacity Planning and operational leaders to align forecast demand, booked activity and available productive capacity, challenging assumptions and resolving gaps between plan and delivery.
- Partner with Clinical Recruitment and Learning teams to align recruitment, onboarding, accreditation and training activity with operational resource requirements and priority skill gaps.
- Use management information to monitor resource utilisation, productivity, lost capacity, schedule adherence and delivery performance, identifying trends, root causes and corrective actions.
- Provide regular, accurate reporting to the Senior Performance Manager, including resource risks, mitigation plans, decisions required and progress against agreed actions; assume responsibility for agreed priorities during periods of absence or delegated cover.
- Promote consistent use of workforce systems, scheduling processes and local resource controls, improving data accuracy and ensuring decisions are based on reliable information.
- Hold the Video Assessment and Telephone Assessment Hub Managers accountable for delivery through the HAAS Performance Excellence Framework, including regular reviews, coaching, observations, succession planning and development activity; provide resource-management guidance to Assessment Centre Managers without displacing their local line-management accountability.
- Build cross-centre collaboration and a culture of shared ownership, enabling resources, skills and good practice to be deployed beyond individual site boundaries where service needs require it.
- Lead or contribute to continuous improvement activity that strengthens operational flow, reduces avoidable waste and improves the colleague and claimant experience.
- Maintain effective working relationships with Assessment Centre Managers, Clinical Practice Leads, Clinical Auditors, Business Support, DWP contacts, Delivery Partners and other internal and external stakeholders, ensuring remote and site-based delivery operate as one coordinated service.
- Ensure operational resource decisions comply with clinical governance, health and safety, information security, employee relations requirements and relevant contractual obligations.
- Support business continuity and local resilience planning, including adequate provision of trained First Aid, Health and Safety and Fire Marshal resource across assigned locations.
Essential Criteria
- Substantial experience of operational resource, workforce, capacity or service-delivery management in a complex, target-led environment.
- Demonstrable experience of line managing managers and building accountability through clear objectives, coaching, performance management and delegated leadership cover.
- Strong analytical capability, with the confidence to interpret management information, identify resource risks and convert insight into practical action.
- Ability to balance competing priorities and make timely deployment decisions in a changing operational environment.
- Experience of workforce scheduling, rota management and planning across multiple teams, sites or delivery channels.
- Strong stakeholder-management and influencing skills, with the ability to work effectively across operational, clinical and enabling functions.
- Clear written and verbal communication, including concise reporting, escalation and presentation of options and recommendations.
- A collaborative, improvement-focused approach that maintains colleague engagement, quality and customer service while delivering productivity expectations.
- Competence in Microsoft Office and workforce or performance-management systems, with strong working knowledge of Excel or equivalent reporting tools.
Desirable Criteria
- Experience of resource management within healthcare, assessment services or another regulated operational environment.
- Understanding of the HAAS purpose, WCA delivery model and the barriers faced by people with physical and mental health conditions when engaging with assessments.
- Experience of demand and capacity planning, workforce optimisation or multi-site scheduling.
- Knowledge of clinical governance and the operational requirements associated with clinical and non-clinical workforces.
Continuous Improvement qualification or willingness to undertake and apply Lean Six Sigma training to yellow or green belt level.
All Ingeus personnel are required to comply with Ingeus’ policies relating to Information Security and Data protection, specifically to:
- Protect all information assets from unauthorised access, disclosure, modification, destruction & interference
- Treat the security of all information assets according to their designated information security classification
- Ensure that they only access information assets that they are authorised to do so.
- Adhere to the procedure for reporting any security weakness or event
- Commit to, and participate in, personal development of information security awareness & knowledge
- Comply with all laws and contractual obligations regarding the protection of data
- Understand that any breach of Ingeus’ Information Security and Data Protection policies may be a disciplinary offence under the Ingeus’ Disciplinary policy.