Business Improvement Manager

Bupa; Salford; Hybrid; GBP 54,000; Full time

Job summary

A leading health insurer is seeking a Business Improvement Manager to lead strategic initiatives in Salford. The role involves managing teams, ensuring compliance, and delivering customer service enhancements across various operations. Ideal candidates will have a proven track record in transformational changes. This position is full-time with flexible hybrid options, offering £53,200 DOE and comprehensive benefits.

Benefits

25 days holiday, increasing with service

Bupa health insurance

Enhanced pension plan and life insurance

Annual performance-based bonus

Onsite gyms or local discounts

Various online discounts

Qualifications

• Proven track record in delivering significant customer service improvements.
• Experience in multi-functional and multi-location environments.
• Passion for putting the customer first.

Responsibilities

• Lead and develop teams with conflicting priorities.
• Ensure compliance through T&C activity.
• Manage and deliver change using appropriate diagnostic tools.

Skills

Operational experience in transformational transitions

Customer service improvements

MS Office proficiency

Influencing decision makers

Self-starter with initiative

Education

Relevant business improvement qualification (Lean, Agile, Prince 2)

Job description

Job Description:

Job Title

Business Improvement Manager

Location

Bupa Place, Salford Quays / Willow House, Staines

Contract

Full Time (37.5 hours per week) flexible, hybrid

Secondment / FTC - 12 months

Salary

£53,200DOE + 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

• 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 and skill allocations
• 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
• Champion and lead relevant governance processes for all new initiatives impacting UKI Operations ensuring clear and regular stakeholder management with all parties
• 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
• Manages and delivers 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
• 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
• 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

What you’ll bring

• 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.

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.

Time Type:

Full time

Job Area:

Call Centre

Locations:

Bupa Place