Job Description:
Job Title: Business Improvement Manager
Location: Bupa Place, Salford Quays / Willow House, Staines
Full Time (37.5 hours per week) flexible, hybrid
Secondment / FTC - 12 months
Salary: £53,200 DOE + fantastic benefits
Role Overview
The role holder is responsible for ensuring strategic and tactical improvement initiatives are successfully delivered in UKI Operations ensuring that impacts across systems, processes, customers (internally and externally) and people are fully understood and addressed, risks managed and mitigated and deliver quality outcomes.
What you’ll do:
1. Lead, coach and develop teams of people matching capacity and capability to resource requirements often with conflicting priorities
2. Ensure that compliance is maintained and improved through T&C activity and knowledge testing for line reports
3. Assess business feasibility and recommend new approaches to improve a varied portfolio of project work determining correct prioritisation and resource and skill allocations
4. Ensure updates and reporting standards into PMO are succinct, accurate and reflect all risk, assumption issue and dependency challenges both from a resourcing and end objective perspective
5. Champion and lead relevant governance processes for all new initiatives impacting UKI Operations ensuring clear and regular stakeholder management with all parties
6. Build, maintain and develop relationships with senior stakeholders within UKI Operations across Customer Contact, Customer Support and Payments, Customer Relations, Planning and other business areas e.g. IT, UK Change, Sales, Marketing, Legal, Compliance, Provider Management
7. Manages and delivers change using appropriate diagnostic tools pre-delivery, during transition and post-delivery ensuring a continuous improvement methodology is adopted
8. Act as the initial escalation point for UKI Operations departmental directors and Senior Managers
9. Drive improvements into the business ensuring "as is" and "to be" states have been assessed, all requirements gathered, understood and translated into workable plans with a transparent benefits qualification either qualitative, quantitative or both
10. Ensure quality communication methods are adopted and are suitable to for the magnitude of the change assuring engagement of all those impacted and that the change message lands effectively
11. Maintain oversight and control of relevant BI end user MI reporting tools and risk mitigate data loss e.g. POPS database, Launchpad tracker, Salesforce
What you’ll bring:
12. Operational experience of working in organisations and teams that have delivered large scale transformational transitions through process, policy and technology from Customer Contact and back office operations
13. Proven track record in delivering significant customer service improvements and process change in multi-functional and multi-location environments, ideally in a regulated FS business
14. A passion and persistence for putting the ‘customer first’ and driving change to make a real difference to the customer experience
15. Proven track record of managing specialist teams of people and complex operational areas in a customer led environment
16. Proficient ability in use of MS Office
17. A relevant business improvement qualification e.g. Lean, Agile, Prince 2
18. Experience of influencing decision makers at all levels of the organisation
19. A self-starter, used to working at pace under their own initiative with minimal supervision
Benefits
Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social, and environmental wellbeing. We support flexible working and have a range of family friendly benefits.
Joining Bupa in this role you will receive the following benefits and more:
• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Annual performance-based bonus
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts
Why Bupa?
We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.