BUC Programme Specialist

MP Training and Recruitment; Manchester; Hybrid; GBP 30,000 - 50,000; Full time

Job description

Time Type: Full time

Posted on: 3 Days Ago

Job Requisition ID: JR-117195

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 recommending 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 as 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. Supporting the positioning language for programme collateral, including RFP responses, marketing material, and internal communications.
7. Maintaining policy and process integrity for the Back-Up Care programme.
8. Effective management of a 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.

Key Skills:

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. Ability to use BI tools such as Qlik to analyse and improve performance.
7. Understanding of the childcare industry.
8. Understanding of the eldercare industry.
9. Understanding of the employee benefits market.
10. Familiar with CRM systems.

Personal Attributes:

1. Organised.
2. Influential.
3. 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 [e-mail] and we will be happy to help.

About Us

At Bright Horizons, our culture is built on our commitment to Keeping Everyone Safe and providing world-class care and education, delivered by a world-class workforce. We believe our people’s potential is endless, and with this in mind, we aspire to create an environment where our colleagues can thrive and accomplish the things they thought impossible.

Bright Horizons has been recognised as a Great Place to Work by our employees and the Great Place to Work Institute for the last 13 years. We care passionately about what we do, and our HEART values and principles help us support one another in the work that we do each day. These are quite literally at the HEART of our organisation’s ethos and culture as it helps us to provide a working environment that supports professionalism, growth, and diversity.

We are passionate about our people’s ongoing learning and development. Our learning and leading with HEART framework supports each Bright Horizons colleague on the first steps of their leadership journey, whether that includes our 'World-Class Welcome' induction or our extensive ongoing training programme. Either way, we want you to feel valued and invested in!

Celebrating the accomplishments of our people is an essential part of our culture. We believe in the power of “thank you” and throughout the year, in ways big and small, formal and informal, we show our appreciation for employees at all levels. We have many ways to acknowledge and celebrate our people, including our very popular “employee appreciation month”. This is a chance for everyone to share their gratitude to one another, across the whole company. Whether it is a “thank you” placed on our website, a chocolate pizza, team lunch, or an ice cream van visit, it is our way of showing each other we care and appreciate everything we do. Each year, we have our annual 'Awards of Excellence' events; whether you are an award winner or cheering on a fellow team member, these formal award occasions are opportunities to come together and celebrate one another.

By creating this account, you acknowledge that Bright Horizons will collect, store, and process any of your personal data provided in respect of your application and employment in accordance with our Employee Privacy Notice.