BUC Senior Operations Manager

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 ensures 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:

• 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.
• Effective management and development of the above teams.
• Proactively reviewing forecasting processes to ensure Back-Up Care delivery against anticipated demand.
• Managing and analysing timely data collection to achieve operations metrics and monitor productivity targets to deliver excellent customer service.
• Monitoring of customer experience feedback against internal SLAs, acting where necessary.
• Using customer insights to help identify, develop, and implement new business growth opportunities.
• Delivering service excellence to support product growth and client growth and retention.
• Being the senior point of escalation for service issues, resolutions, and process improvements.
• Growing the efficiency and effectiveness of existing organisational processes and procedures to enhance and sustain the organisation’s internal capacity, delivering recommendations on improvements.
• Ensuring that quality assurance protocols are met, and that policies and procedures are fit for purpose and regularly reviewed.
• Maintaining strong and effective relationships with key internal teams to ensure optimal Back-Up Care performance and delivery of targets.
• Maintaining strong and beneficial relationships with key providers driving performance, discussing opportunities for growth and leading rate negotiations.
• Working with internal legal teams to ensure provider contracts are beneficial and meet business needs.
• Representing Back-Up Care in relevant internal forums/panels e.g., Health and Safety, Safeguarding etc.
• 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.
• Actively delivering all agreed strategic and operational objectives, monitoring performance against targets.

Essential Experience:

• Operational team management and track record of improving performance.
• Operational focus and delivery of excellent customer experience and improvements.
• Stakeholder management and influencing, both internally and externally.
• Excellent communicator with strong negotiating skills.
• Effective leader with strategic oversight.
• Analytical focus and ability to translate data and impacts on forecasts and service delivery outcomes.
• Proactive thinker, with experience driving and implementing solutions.
• Results driven leader.
• Strong Microsoft Office skills.

Desired Experience:

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

Personal Attributes:

• Highly organised.
• Good communicator.
• Influential.
• 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 and we will be happy to help.