Call Centre Delivery Manager

Job Description:

Delivery Manager

Salford Quays / London / Staines / Leeds - hybrid with 2 days in a Bupa office and this role will also require regular travel to our Staines office.

Permanent

Full time - 37.5 hours per week

£69k

We try to consider all types of flexibility, including locations, hours and working patterns. Please note that we are unable to offer sponsorship for this position.

Interview timelines:

• Stage 1 (Virtual Interviews): Week commencing 30th November
• Stage 2 (Face-to-Face Interviews): Week commencing 7th December

We make health happen:

At Bupa, our purpose is to help people live longer, healthier, happier lives and make a better world. As a Delivery Manager, you'll play a vital role in turning strategy into action. Working within our Retention Squad, you'll lead the delivery of retention initiatives that improve customer outcomes, strengthen loyalty and deliver measurable commercial value.

You'll work closely with the Product Owner, stakeholders and delivery teams to ensure priorities are clear, delivery stays on track and business benefits are realised. Combining change leadership, stakeholder management and delivery expertise, you'll help drive initiatives from idea through to implementation, always keeping the customer at the centre of decisions.

How you'll help us make health happen:

• Lead the delivery of retention initiatives and roadmap activities, ensuring agreed outcomes, timescales and business benefits are achieved.
• Build and manage delivery plans, roadmaps, budgets and milestones across complex, multi-workstream initiatives.
• Identify, manage and remove delivery risks, issues, dependencies and blockers to maintain momentum.
• Work closely with stakeholders across Operations, Technology, Commercial, Risk and Compliance teams to ensure successful delivery.
• Prioritise activity based on customer value, business outcomes and strategic objectives.
• Ensure strong governance, reporting and change controls are in place throughout the delivery lifecycle.
• Support the development of robust business cases, benefits tracking and outcome measurement.
• Champion continuous improvement and ways of working that improve efficiency, customer outcomes and delivery performance.

Key Skills / Qualifications needed for this role:

Essential

• Significant experience leading the delivery of complex business and technology change initiatives, programmes or portfolios.
• Strong experience managing delivery plans, budgets, milestones, dependencies, risks and governance.
• Proven ability to lead cross-functional teams and coordinate activity across multiple workstreams.
• Excellent stakeholder-management and influencing skills, including working with senior leaders and executive sponsors.
• Experience developing business cases, managing benefits realisation and ensuring delivery of commercial outcomes.
• Strong problem-solving skills, with the ability to diagnose delivery challenges and implement recovery plans.
• Experience working with Agile, Waterfall or hybrid delivery methodologies.
• Strong commercial awareness and the ability to balance customer, operational and business priorities.

Desirable

• Experience working in a regulated environment, particularly FCA or CQC-regulated businesses.
• Knowledge of healthcare, insurance or customer-retention environments.
• Qualifications or experience in project, programme or Agile delivery methodologies such as MSP, PRINCE2, Agile or similar.
• Experience managing third-party suppliers or vendors.

What you'll bring

• Strong leadership and influencing skills, with the ability to bring people together around a common goal.
• A resilient, delivery-focused mindset with the confidence to make decisions in complex environments.
• Excellent communication skills, able to adapt your style for different audiences and stakeholders.
• A customer-first approach and commitment to delivering fair outcomes.
• Strong organisation and prioritisation skills, with the ability to manage competing demands effectively.
• A passion for continuous improvement and driving meaningful change.

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.

• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind

• Annual performance-based bonus

• An enhanced pension plan and life insurance
• 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.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

If you require information regarding this role in an alternative format, please email: careers@bupa.com

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