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:
1. 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
2. Effective management and development of the above teams
3. Proactively reviewing forecasting processes to ensure Back-Up Care delivery against anticipated demand
4. Managing and analysing timely data collection to achieve operations metrics and monitor productivity targets to deliver excellent customer service
5. Monitoring of customer experience feedback against internal SLAs, acting where necessary
6. Using customer insights to help identify, develop, and implement new business growth opportunities
7. Delivering service excellence to support product growth and client growth and retention
8. Being the senior point of escalation for service issues, resolutions, and process improvements
9. Growing the efficiency and effectiveness of existing organisational processes and procedures to enhance and sustain the organisation’s internal capacity, delivering recommendations on improvements
10. Ensuring that quality assurance protocols are met, and that policies and procedures are fit for purpose and regularly reviewed
11. 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
12. Maintaining strong and beneficial relationships with key providers driving performance, discussing opportunities for growth and leading rate negotiations
13. Working with internal legal teams to ensure provider contracts are beneficial and meet business needs
14. Representing Back-Up Care in relevant internal forums/panels e.g., Health and Safety, Safeguarding etc
15. 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
16. Actively delivering all agreed strategic and operational objectives, monitoring performance against targets
Essential Experience:
17. Operational team management and track record of improving performance
18. Operational focus and delivery of excellent customer experience and improvements
19. Stakeholder management and influencing, both internally and externally
20. Excellent communicator with strong negotiating skills
21. Effective leader with strategic oversight
22. Analytical focus and ability to translate data and impacts on forecasts and service delivery outcomes
23. Proactive thinker, with experience driving and implementing solutions
24. Results driven leader
25. Strong Microsoft Office skills
Desired Experience:
26. Ability to use BI tools such as Qlik to analyse and improve performance
27. Understanding of the childcare industry
28. Understanding of the eldercare industry
29. Understanding of the employee benefits market
30. Familiar with CRM systems
Personal Attributes:
31. Highly organised
32. Good communicator
33. Influential
34. Inspirational
We look forward to receiving your application!