BUC Senior Operations Manager

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BUC Senior Operations Manager, Manchester

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Client:

Bright Horizons

Location:

Manchester, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

1c2f0554b0fe

Job Views:

8

Posted:

26.04.2025

Expiry Date:

10.06.2025

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Job Description:

Head of Back Up Care Operations

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 Work+Family Solutions business, with responsibility for operational delivery aspects of our Back-Up Care services in the UK and Ireland. The primary focus is to deliver an outstanding customer experience, contributing to the delivery of our Work+Family 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 Back-Up 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 Back-Up 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 organisation’s 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 Back-Up 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 Back-Up 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

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

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

Influential

Inspirational

We look forward to receiving your application!