BUC Programme Specialist

BUC Programme Specialist

Hybrid role with one day a week in Manchester office

Salary: £doe

Type: Full Time / 37.50 hours per week / Monday to Friday

Purpose of Role:

Responsible for supporting the Programme Manager in driving operational activities that support Back-Up Care programme development. Executing programme management projects and providing subject matter expertise to stakeholders, including assisting with policy and procedure development and providing sales support. Support in delivery of new programme initiatives and enhancements, including new product implementation and recommend improvements for programme design and delivery. Key stakeholder engagement and cross-functional working is required to deliver in this role, including Provider Relations, Network Growth and Digital Transformation, as well Client Relations, Client Engagement, Contact Centre and Care and Quality. The role also works closely with the US Back-Up Care Team on programme delivery and performance.

Responsible for:

1. Supporting with strategic programme initiatives, including project management, communication, and ensuring overall programme success
2. Ongoing management of key programme deliverables, including metrics oversight, troubleshooting and issue resolution
3. Conducting proactive programme / client analysis, making recommendations, and taking relevant actions to improve operational performance of the programme with the Programme Manager
4. Being a subject matter expert for Back-Up Care programme supporting with issues, such as complaints, monitoring feedback and actioning as necessary
5. Providing subject matter expertise to all internal stakeholders, including Operations, Client Relations, and Client Services
6. Support the positioning language for programme collateral, including RFP responses, marketing material, and internal communications
7. Maintain policy and process integrity for the Back-Up Care programme
8. Effective management for small team of Support Executives, including performance management, goal setting, development planning, and providing ongoing feedback
9. Supporting the operationalisation of new care types or products
10. Supporting special projects as required
11. Making recommendations on process and service improvements
12. Updating key stakeholders and executive/senior leadership on key Back-Up Care developments
13. Reporting on key MI/KPIs and meeting SLAs
14. Monitoring performance against targets
15. Maintaining relationships with US counterparts to knowledge share

Essential Experience:

1. Strong analytical skills, comfortable working with data
2. Proactive and detailed, with experience of driving improvements
3. Collaborative contributor with excellent communication skills
4. Great attention to detail, with the ability to work independently
5. Strong customer service focus and relationship management skills
6. Stakeholder management
7. Strong Microsoft Office skills

Experience Desirable:

1. Ability to use BI tools such as Qlik to analyse and improve performance
2. Understanding of the childcare industry
3. Understanding of the eldercare industry
4. Understanding of the employee benefits market
5. Familiar with CRM systems

Personal Attributes:

1. Organised
2. Good communicator
3. Influential
4. Inspirational

Bright Horizons are committed to creating inclusive environments where everyone has a sense of belonging and has the opportunity to contribute and thrive in meaningful and impactful ways. We are an inclusive employer and welcome people from all backgrounds to apply. We will consider reasonable adjustments required by applicants. If you share our passion, values, and have most of the skills listed, we encourage you to apply – as you may be just what we are looking for!

Please note, due to our sector all roles are subject to an Enhanced DBS. Some of our roles require specific qualifications by law, this will be highlighted as essential within the advert.

We look forward to receiving your application!

If you experience any problems, please email europe.recruitment@brighthorizons.com and we will be happy to help.