Customer Service & Administration Cost Transformation
We are looking for an experienced Senior Manager to lead the development of a business case for a UK healthcare services provider supporting patient pathways, including access to physiotherapy, patient support and customer service.
The assignment will focus on analysing the cost base of customer service and administrative functions, identifying opportunities for sustainable cost reduction and translating improvement hypotheses into a robust financial model and board-level investment case.
Key responsibilities
- Lead the end-to-end development of the transformation business case.
- Analyse the current cost base across customer service and administrative operations.
- Identify and assess opportunities to reduce costs and improve operational efficiency.
- Develop hypotheses regarding potential benefits, savings and operational improvements.
- Translate improvement opportunities into a detailed and credible cost model.
- Build financial scenarios and assess costs, benefits, risks and dependencies.
- Validate assumptions with operational, financial and senior business stakeholders.
- Develop a clear evidence base supporting the proposed transformation.
- Prepare a concise, compelling board paper presenting the case for change.
- Provide senior stakeholders with clear, commercially grounded recommendations.
- Work closely with the wider project team based in the UK and Sofia.
What we are looking for
- At least six years of relevant consulting, transformation or business case development experience.
- Senior Manager-level experience leading complex business case assignments.
- Strong experience in cost transformation, financial analysis or operational efficiency programmes.
- Relevant exposure to customer service, contact centre or administrative operations.
- Advanced Excel skills, including financial and cost modelling.
- Ability to develop and test benefits and cost-saving hypotheses.
- Strong commercial judgement and analytical capability.
- Experience producing board-level papers, presentations and recommendations.
- Confidence working with senior executives and challenging assumptions constructively.
- Excellent written and spoken English.
- Previous healthcare or NHS-related experience would be advantageous but is not essential.
- Client: UK healthcare services provider supporting NHS-related patient services
- Start: as soon as possible; realistic joining dates are within the first weeks of September
- Initial on-site requirement: approximately two weeks in the UK to meet the client, understand the operating environment and gather the required information
- Subsequent working model: the assignment is expected to become more remote after the initial on-site period
- Project team: two team members based in Sofia and one team member based in the UK
- Key early deliverable: a board-level business case and supporting financial model
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