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Head of Performance

4 months ago

City of London Greater London England, United Kingdom Capita plc Full time

The Head of Performance will join the Health Assessment Advisory Service (HAAS), delivering the Functional Assessment Services (FAS) Contract for the Department for Work and Pensions (DWP) in the Midlands and Wales, and for the Department for Communities (DfC) in Northern Ireland. HAAS, the successor to DWP's Personal Independence Payment contracts, conducts assessments for Personal Independence Payment (PIP), Work Capability Assessments (WCA), and several Specialist Benefits (SB).

HAAS aims to deliver assessments 'right first time', supporting DWP's and DfC's mission to protect vulnerable people. We strive for a culture of excellence, collaboration, and innovation, ensuring every colleague feels valued and proud of their work, thereby simplifying access to support for vulnerable individuals.

The Head of Performance will guide the company's effectiveness in four key areas: business performance, which focuses on performance intelligence, management information, resource and planning, analytics, and service optimization; the enquiry centre, which provides comprehensive inbound and outbound contact center services; customer relations, which investigates and manages complaints; and business change, which implements changes driven by both internal initiatives and customer feedback.

This senior role requires a motivated, driven leader adept at making risk-based decisions. You will have outstanding planning, organizational, and communication skills, with a focus on profitability and customer satisfaction.

Flexibility to travel and experience in complex contract negotiations are essential for this role.

What you'll be doing:

  • Lead and manage performance improvement functions, including change management, business analysis, continuous improvement, analytics, service optimization, data performance, and forecasting.
  • Oversee SLAs for complaints management, including investigations and authorization of goodwill.
  • Assure change and continuous improvement processes.
  • Deliver best-in-class scheduling and workforce planning to optimize employee and claimant experiences, maximize productivity, and mitigate risks.
  • Analyze and manage contractual and internal MI requirements to continually improve performance.
  • Manage and assure all change and continuous improvement initiatives, including governance, impact assessment, innovation, and ongoing delivery.
  • Develop collaborative relationships with leadership to assess, test, and roll out performance management initiatives.
  • Provide rich insights based on data and analysis to support contract optimization and change initiatives.
  • Foster a culture of innovation and encourage staff to embrace change.
  • Establish and monitor clear performance and quality targets to identify areas for continuous improvement.
  • Collaborate with key stakeholders to shape service evolution.
  • Monitor, analyze, and report on FAS delivery against profiles, forecasts, and target performance levels.
  • Deliver in-depth analysis using Power BI and other data analytics tools to enable effective management of each functional area.

What we're looking for:

  • A n experienced leader with expertise in data analysis using Power BI and Data Analytics.
  • Extensive Programme management experience including change, business analysis, continuous improvement, analytics and service optimisation, data performance and forecasting, resource, and planning.
  • A cohesive, evidence-based approach to performance optimization.
  • Expertise in consolidating various sources of Management Information (MI) to deliver high-quality insights.
  • Proven success in optimizing large-scale services for vulnerable customers through intelligence-driven strategies and comprehensive reporting.
  • Extensive experience in managing organizational change and driving continuous improvement.
  • Proficient in conducting root cause and impact analysis to enhance performance.

What's in it for you?

  • 23 days' holiday (rising to 27 ) with the opportunity to buy extra leave
  • Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two plenty more
  • Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
  • The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
  • Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

What we hope you'll do next:

Choose 'Apply now' to fill out our short application, so that we can find out more about you.

We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email Iqbal at or call and we'll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.