Job Description:

Business Improvement Manager

Fixed Term Contract until Dec 2025

Manchester or Staines

£50.5k - £63k DOE and location + 10% bonus + fantastic benefits

37.5 hours per week

We consider all types of flexibility, including locations, hours and working patterns.

Working in our UK support functions you'll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you'll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

The role

As Business Improvement Manager you will be responsible for ensuring strategic and tactical improvement initiatives are successfully delivered in UKI Operations. You will ensure that impacts across systems, processes, customers (both internal and external) and people are fully understood and addressed with risks manager and mitigated to deliver quality outcomes.

You'll help us make health happen by

• Lead, coach and develop teams of people matching capacity and capability to resource requirements often with conflicting priorities
• Ensure that compliance is maintained and improved through T&C activity and knowledge testing for line reports
• Assess business feasibility and recommend new approaches to improve a varied portfolio of project work determining correct prioritisation and resource/skill allocations
• Ensure updates and reporting standards into PMO are accurate and reflect all risk and challenges both from a resourcing and end objective perspective
• Champion and lead relevant governance processes for all new initiatives impacting UKI Operations ensuring clear and regular stakeholder management with all parties
• Manage and deliver change using appropriate diagnostic tools pre-delivery, during transition and post-delivery ensuring a continuous improvement methodology is adopted
• Act as the initial escalation point for UKI Operations departmental directors and Senior Managers
• 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
• Maintain oversight and control of relevant BI end user MI reporting tools and risk mitigate data loss e.g. POPS database, Launchpad tracker, Salesforce
• Construct, maintain and develop Standard Operating Procedures for all team activity

Key Skills / Qualifications needed for this role

• 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
• 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
• A passion and persistence for putting the ‘customer first' and driving change to make a real difference to the customer experience
• Proven track record of managing specialist teams of people and complex operational areas in a customer led environment
• Proficient ability in use of MS Office
• A relevant business improvement qualification e.g. Lean, Agile, Prince 2
• Experience of influencing decision makers at all levels of the organisation
• 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.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve.  That's why we especially encourage applications from people with diverse backgrounds and experiences.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

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