BUC Senior Operations Manager
BUC Senior Operations Manager
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1 Vacancy
Job Description
Back Up Care (BUC) Operations Manager
Full Time / Hybrid / 37.50 hours per week
Salary doe
This role is based in Manchester
The BUC Senior Operations Manager is a key role in Bright Horizons WorkFamily Solutions business with responsibility for operational delivery aspects of our BackUp Care services in the UK and Ireland. The primary focus is to deliver an outstanding customer experience contributing to the delivery of our WorkFamily strategic objectives and profit targets. This role is leading the teams responsible for driving the operational activities that support programme development and revenue growth providing subject matter expertise to stakeholders. The team also ensure our BackUp Care provider network meets the growing needs of our business fulfilling the expectations of our corporate clients employees through effective management continuous improvement and strategic growth. Key stakeholder engagement is required to grow develop and deliver the proposition including Bright Horizons nursery operations Finance Client Relations Client Engagement Contact Centre and Care and Quality
Responsible For:
Delivering operational and strategic direction across all responsible areas including Provider Operations Partnerships Network Growth Quality and Compliance and the BH at Home nanny agency
Effective management and development of the above teams
Proactively reviewing forecasting processes to ensure BackUp Care delivery against anticipated demand
Managing and analysing timely data collection to achieve operations metrics and monitor productivity targets to deliver excellent customer service
Monitoring of customer experience feedback against internal SLAs acting where necessary
Using customer insights to help identify develop and implement new business growth opportunities
Delivering service excellence to support product growth and client growth and retention
Being the senior point of escalation for service issues resolutions and process improvements
Growing the efficiency and effectiveness of existing organisational processes and procedures to enhance and sustain the organisations internal capacity delivering recommendations on improvements
Ensuring that quality assurance protocols are met and that policies and procedures are fit for purpose and regularly reviewed
Maintaining strong and effective relationships with key internal teams to ensure optimal BackUp Care performance and delivery of targets e.g. Bright Horizons nursery operations Finance Client Relations Client Engagement Contact Centre and Care and Quality
Maintaining strong and beneficial relationships with key providers driving performance discussing opportunities for growth and leading rate negotiations
Working with internal legal teams to ensure provider contracts are beneficial and meet business needs
Representing BackUp Care in relevant internal forums/panels e.g. Health and Safety Safeguarding etc
Proactively maintaining effective relationships with US counterparts to feed in improvement opportunities and ensure that the UK and Ireland is factored into development and service plans
Actively delivering all agreed strategic and operational objectives monitoring performance against targets
Essential Experience:
Operational team management and track record of improving performance
Operational focus and delivery of excellent customer experience and improvements
Stakeholder management and influencing both internally and externally
Excellent communicator with strong negotiating skills
Effective leader with strategic oversight
Analytical focus and ability to translate data and impacts on forecasts and service delivery outcomes
Proactive thinker with experience driving and implementing solutions
Results driven leader
Strong Microsoft Office skills
Desired Experience:
Ability to use BI tools such as Qlik to analyse and improve performance
Understanding of the childcare industry
Understanding of the eldercare industry
Understanding of the employee benefits market
Familiar with CRM systems
Personal Attributes:
Highly organised
Good communicator
Influential
Inspirational
Bright Horizons are committed to creating inclusive environments where everyone has a sense of belonging and has the opportunity to contribute and thrive in meaningful and impactful ways. We are an inclusive employer and welcome people from all backgrounds to apply. We will consider reasonable adjustments required by applicants. If you share our passion values and have most of the skills listed we encourage you to apply as you may be just what we are looking for! Please note due to our sector all roles are subject to an Enhanced DBS. Some of our roles require specific qualifications by law this will be highlighted as essential within the advert.
We look forward to receiving your application!
If you experience any problems please we will be happy to help.
Required Experience:
Manager
Employment Type
Full-Time
