Implementation and Performance Manager

This is a key role supporting the Remote Leadership Team to implement new products and pathways. The role holder will act as the central point of contact to lead and coordinate changes within the Remote Services. This role will lead on service development and improvement initiatives and be expected to consider and challenge our ways of working to assist with standardisation and efficiency. Identifying ways to improve performance within the Remote Services and to drive and support KPI achievement, as well as contribution to the Market Unit objectives. Working closely with the Customer Experience Lead, the role holder will ensure all service development has customer experience at its heart. The role will lead on BCP and Business Resilience, working within the wider Market Unit to ensure that Remote Services are compliant and proactive in our activity, and reporting back to the Clinics Leadership Team as needed. The role leads on product implementation across the remote delivery channels, liaising with key stakeholders and ensuring the successful launch of products and services. The role is also instrumental in expanding the Remote Services footprint, leading operationally on projects across a wide variety of subjects, dependent on the business need. What you'll do:

• To support the remote services with their business requirements, assisting with the setting up / integration of new products and services and evaluating and enhancing existing products and processes.
• To support the ongoing growth and development within the customer experience space, including delivery of NPS, customer improvements, closed loop calls, celebration events and driving background process, documentation and reporting.
• To represent the business unit to the market unit, ensuring the implementation of BCP and resilience structure into clinics. Ensuring BCPS and BIA up to date and hold regular monthly meetings to review incidences and actions for continuous improvement.
• Support services with BCP incidences and oversee annual exercises for frontline staff, BCP and BIA owners, and senior management to ensure preparedness and continuous improvement.
• Building and maintaining relationships with 3rd Party suppliers when setting up new products and services.
• To drive operational efficiency by supporting effective staff utilisation and efficient diary scheduling of resources. Continually strive for profitable growth, driving innovation and keeping the customer/client at the centre of everything we do.
• Supporting with developing connections with external providers when launching new products and services.
• Always seeking to be competent to do your job e.g. by completing all compulsory regulatory training on time to ensure that you have all the necessary knowledge and skills.
• Support the collection of the right management information and interpretation of the data using the expertise of your clinical team.
• Demonstrate and role model appropriate behaviours with internal and external customers.
  
  Must be able to evidence experience leading large and often complex implementations.
• Must have experience of driving KPI performance across large teams.
• Preferable to have experience in data management, process mapping and project management.
• Self driven and autonomous.
• Excellent interpersonal skills and the ability to communicate with senior stakeholders, colleagues, customers and corporate clients.
• Experience within Clinics systems and resource management.
• Strong IT skills - including MS Office packages.
• Experience of the health and care and / or wellbeing industry
• Good track record of driving business performance and delivering business results.
• Good problem-solving skills.
• Excellent time management skills
• The flexibility to work with changing priorities and to travel to locations across the UK to support business activity where required.
  
  Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.
Joining Bupa in this role you will receive the following benefits and more:
• 25 days holiday, increasing through length of service, with option to buy or sell
• 3 Days paid Volunteering leave
• Bupa health insurance as a benefit in kind
• Free Health Assessment
• 24/7 Anytime Healthline
• 24/7 Access to our Health Minds confidential telephone service
• Dental Insurance
• Childcare Vouchers
• Go Electric E-Car Scheme
• An enhanced pension plan and life insurance
• Local discounts for gym benefit available
Why Bupa? We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do. We encourage all of our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences. As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them. Time Type: Full time Job Area: Clinical Services