Assessment Center Manager

Assessment Centre Manager AC Manager is a Manager role within Operations, reporting to the Area Manager. The AC Manager is the single point of accountability for delivery of volume, quality, and applicable service level performance targets of an AC or a group of smaller ACs. The role is responsible for leadership and oversight of AC operations, including assessments, admin activities, customer service, facilities, and health & safety. Responsibilities: • Ensure that the volumes, quality, and applicable service levels are delivered to agreed target levels • Deliver team objectives and performance against targets through robust performance management methods • Facilitate communications which support delivery • Monitor high level administrative workflow to ensure administrative teams have all processes in place to ensure assessment delivery • Work with Area Manager to drive continuous improvement and disseminate though team • Investigate and resolve customer complaints and escalate serious complaints as required • Communicate changes in assessment procedures and best practices (healthcare-based and administrative) to teams (with support of Team Performance Leader(s) Clinical Standards Lead(s) if required) • Ensure Team Performance Leader(s) or Clinical Standards Lead(s) have in place appropriate healthcare-related mentorship and coaching to support delivery of quality targets • Ensure Team Performance Leader(s) or Clinical Standards Lead(s) follow appropriate processes to escalate clinical questions and communicate resolution • Support the continuous professional development of staff and encourage shared learning • Responsible for effectively and proactively managing absences to minimise ad hoc and ongoing absence • Other ad hoc duties as required Qualifications: • Experience leading and developing teams • Experience of delivering challenging performance targets • Clinical experience helpful but not essential • Able to balance needs of the business and customer/client. Seeks feedback and reviews and refines approaches to anticipate and deliver better customer/client service • Delivers high quality work; manages and monitors the quality of work by team and takes action to ensure standards are met • Able to meet workload requirements and to manage, allocate and monitor team workload to meet output expectations • Able to build good working relationships and promote cooperation within and across departments/locations to deliver results • Able to communicate clearly; able to employ a variety of media to communicate effectively with, understand and influence a range of audiences • Able to champion direction set by senior management and inspire team to deliver results • Able to drive continuous improvement