As a BSC Senior Development Manager the core purpose of your role revolves around supporting change, continuous improvement and colleague development. As a member of the BSC senior management team you will be responsible for identifying and managing all opportunities to improve performance and experience and driving all systems/process/people aspect of this to ensure the BSC continues its upwards trajectory to a best in class support function.
Job Description
What's in it for you?
* Competitive Salary: A remuneration package designed to be both competitive and rewarding including a half yearly bonus
* Permanent
* Working Monday to Friday – 9am to 5pm – 37.5 hours a week
* Hybrid – working from our Leeds office (2 days in office, 3 days home based)
What will you deliver?
* Create, establish and continuously improve Centre(s) of excellence
* Project Implementation and Project Management
* Qualtrics operational support
* Commercial process support
* Build Capita capability to support client delivery of new service programs. Known programs for 2025 to include - Knox as a Service 2025, CarePlus for business, SmartThings Pro, Closed loop dis-sat, other to be identified by the client
* Create and manage a Best Practise function within Capita for Business Support Services (SOHO/SMB/Enterprise). Incl support of the Capita business Reseller function
* Attend client reviews and take ownership of any new development requirements in order to ensure the Capita service is fit for purpose and optimised
* B2B eStore: support implementation of new services and features
* Run the Salesforce practise and liaise with other Capita functions that use Salesforce to agree best practise and resource optimisation
* Represent the BSC function to support the client in pre-sales Enterprise business opportunities
* Provide system, process and development support for all aspects of BSC improvement programs
* Chair and Manage the BSC Change and Development operation
* Contribute to the Security program for B2B CX systems
* Coach and mentor BSC and other Capita colleagues
* Any other activities or projects as requested by head of BSC or Director of CET or Director of Contact Centres
* Attend office locations regularly for in-person collaboration and participation in training events related to mobility and compute services.
Who are we looking for?
* Minimum ten years provable experience in business analysis and solutions architecture
* Multi-year experience of formal project and process management including PRINCE2, AGILE and BPMN process mapping
* Significant experience in B2B end customer management
* Salesforce Service Cloud and Sales cloud architecture experience
* Proven ability to create formal proposal documents including tender responses, solutions designs and commercial proposals
* Ability to understand as is processes, pinpoint areas of failure and drive rapid change
* Mentoring and personal development training experience
* Communication Skills: Effectively communicate conceptual ideas to multiple audiences, including clients and internal teams.
* Client Relationship Management: Build and maintain strong relationships with clients, understanding their needs and providing tailored solutions.
* Collaboration: Work seamlessly with cross-functional teams, including sales, operations, and technical teams, to ensure the successful delivery of services.
* Problem-solving: Exhibit strong problem-solving skills to address process challenges and provide innovative solutions to clients.
* Adaptability: Adapt to changing business market landscapes and evolving client requirements in the dynamic field of B2B/B2B2C
* Customer Focus: Prioritize customer satisfaction by understanding and meeting client expectations and needs
* Analytical Skills: Analyse data and information to make informed decisions.
* Program Management: Handle multiple projects simultaneously, ensuring timely delivery and meeting project goals and deadlines.
* Continuous Learning: Stay updated on industry trends, emerging technologies, and best practices related to B2B/B2B2C services
What will happen next:
* Choose ‘apply’ to submit a short application ensuring you add your contact number, email address and CV so we can reach you easily.
* The team will then reach out to discuss the role in more detail.
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