Business Support Manager

Integral UK LTD; Liverpool; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading company seeks a Business Support Manager to enhance service delivery for the University of Liverpool. You will drive improvements across contract portfolios, manage compliance, and lead various strategic initiatives aimed at boosting customer satisfaction and operational efficiency.

Qualifications

• Experience in the PFI/PPP sector is essential.
• Ability to develop policies and procedures for PFI contracts.
• High level of administration and organisational skills required.

Responsibilities

• Develop process solutions and improvement plans.
• Carry out audits of operational contracts and ensure compliance.
• Implement strategic business improvement initiatives.

Skills

Administration skills

Organisational skills

Process improvement

Risk management

Customer satisfaction

Education

Industry relevant qualifications

Tools

Word

Excel

Outlook

Job description

Business Support Manager – University of Liverpool

Role Summary

Working closely with the Divisional Director for UOL and other internal key stakeholders to develop FM solutions that will enable consistency across the contract portfolio and ensure standardisation of service delivery. Working as part of the senior leadership team deliver targeted annual improvement initiatives that will lead to improvements in areas such as lifecycle delivery, customer satisfaction, contract margin and operational service delivery.

Duties & Responsibilities

Develop process solutions & improvement plans that satisfy the requirements of each individual contract to ensure consistency of service delivery and reduction in the risk of performance deductions

• Develop and optimise generic and contract specific process map documents in line with contractual requirements and Integral QA management systems.
• Carry out audits of UOL operational contracts to determine compliance with the requirements of internal contract specific procedure documents, and contractual documents including the Authorities Requirements, Contractors Proposals and the Payment Mechanism.
• Develop and lead on the implementation of strategic business improvement initiatives that will enhance service delivery, improve customer satisfaction and ultimately provide better value to the business.
• Re-mobilise contracts that have significant issues, ensuring that all contract deliverables are captured, and processes put in place to ensure contract and statutory compliance.
• Develop templates for Performance reports that ensure compliance with the FMA, and act as the control point for any suggested changes to these reports.
• Support the implementation of effective risk management, establishing an audit system that ensures services are compliant with business governance procedures and UOL contract documents, and that contingency plans are in place
• Take the lead on developing Business Continuity Plans that cover full business risks and individual contract specific risks. Carrying out annual review and test exercises as required.
• Drive continual improvement across all UOL contracts through regular audits and process reviews, and report to the Board on any significant compliance risks.
• Management of our Customer Experience Team
• Responsible for Compliance and PPM

Qualifications & Experience

• Industry relevant qualifications
• Prior experience within the PFI/PPP sector
• Previous experience of developing policies and procedures for PFI contracts
• High level of administration and organisational skills
• Computer literate Word, Excel, Outlook