Head of Wellbeing Support & Booking Services

Head of Wellbeing Support & Booking Services Location - Manchester Flexible working options Permanent Full Time - 37.5 hours Closing Date – Sunday 19th March 2023 Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. Our Bupa Health Clinics are based throughout the UK, offering health assessments, GP services, physiotherapy, musculoskeletal services, dermatology, mental health support services and workplace health services. We help to prevent health problems arising with health assessments and support chronic disease management with services like health coaching. We’re committed to quality and value. That’s why we offer a broad range of services that can be accessed with or without our health insurance. Here at Bupa, we make health happen! Role Overview An excellent opportunity has arisen for a Head of Wellbeing Support and Booking Services to join our Bupa Health Clinics Team. The post holder will lead the development and operational delivery of wellbeing support and bookings services across Health Clinics. This role ensures an excellent customer experience, delivering great value, adapting services to customer needs which enhances our market position and protects our regulatory obligations. The Head of Wellbeing Support and Booking Services will drive the consistency of operations across all Wellbeing Support Services (EAP, PhysioLine, Remote GP, Anytime HealthLine) and the Bookings Team. In this role you will be the operational representative and contributor on workstreams, projects and teams to ensure that business strategies can be successfully operationalised. With the customer experience at the heart of decisions, this role will manage the key stakeholder relationships between the Operations, Clinical, Sales, Finance and Product Teams. This is a pivotal role, and the Wellbeing Support Services can make an immediate impact to improve the health and wellbeing of our customers and support them through their wellbeing journey. What you’ll do:

• Accountable for leading and managing the strategic agenda for the Wellbeing Support Services & Bookings functions with overall accountability for service delivery;
• Design, lead and manage robust and realistic service delivery plans to deliver on the wider functional objectives as defined by the Operations Director;

• Develop commercial initiatives to drive performance and reduce costs;
• To ensure a consistent, clinically safe and CQC compliant service delivery;
• To drive operational efficiency through effective utilisation and efficient scheduling of resources. Continually strive for profitable growth, driving innovation and keeping the customer at the centre of everything we do;
• To understand the WSS market to ensure Bupa can optimise its presence and service quality within each sector of this market via remote channels (e.g. telephone/video/web) and respond quickly to changes within the external environment;
• To work closely with the Operations Director, Sales Director and Head of Product and Marketing to ensure that remote healthcare services opportunities are maximised, proposals for new services are fit for purpose and that new product development meets customer needs;
• To be accountable for the identification and delivery of the Clinic’s cost improvements in conjunction with the Finance Director to ensure that all financial targets are met across the business;
• Secure and work with external service providers to enhance and deliver Clinics products;
• Directly manage and influence through a number of service line managers and maintain a high performing operational team;
• Facilitate communication within WSS by providing managers and senior clinicians with information relating to Bupa Health Clinics’ tactical and strategic plans and the wider Bupa;
• To develop a performance management culture which is open, authentic, caring and focused on growing business productivity and outstanding clinical outcomes;

• To work collaboratively with the Medical Director and team to ensure the delivery of world class standards of customer experience;

• Working with Operational teams to ensure standardisation and consistency of systems and processes within the teams;
• Accountability to create new process and develop existing system to make the company more efficient and customer centric.

What you’ll bring: Essential

• Previous Operational experience in a customer focussed industry at a senior level, in a position of significant influence, ideally at Regional Manager level;
• Ability to work with and communicate effectively with all levels of the organisation to give confidence and clarity to key stakeholders;
• Commercially focused, with the ability to manage multiple priorities from different stakeholders;
• Ability to build and maintain effective relationships through the organisation and demonstrate good influencing skills to effectively create, execute and deliver on collaborative work to ensure that agreed outcomes are met within specified timeframes. In addition, promote collaborative working wherever possible;
• Proven research and analysis skills, both qualitative and quantitative and ability to independently define scope, requirements and generate insights;
• Demonstrated ability to self-manage time on a day to day and week by week basis to effectively execute and deliver on projects and work streams;
• Ability to take the lead not just in the creation but also on the implementation of the management system, each new process and new tools. Leading across the organisation but especially across Operations;
• Focused on the customer and to create new tools and developing existing frameworks to make our teams more efficient, more accurate and proud to work for Bupa Health Clinics.

Desirable

• Previous Project Management experience desirable;
• Understanding of Wellbeing Services
• Experience of working within a large corporate organisation.

Ultimately, we are looking for an experienced operator, who is driven, ambitious and innovative with good commercial acumen. A visible and motivational leader within the business, who shares our values and will be an outstanding role model to the team. Why Bupa? We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers. Our benefits are driven by what matters to our people. It’s important to us that these benefits support a work-life balance that keeps people healthy, both mentally and physically. As a Head of Wellbeing Support & Booking Services, you will be eligible for:

• 25 days holiday, increasing through length of service, with the option to buy or sell
• Bupa medical insurance for you and your family as a benefit in kind
• An enhanced pension plan and life assurance
• Free Health Assessment
• Bonus
• Company car allowance
• Onsite gyms or local discounts where no onsite gyms are available
• Various other benefits and online discounts

Diversity and Inclusion Bupa is committed to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to Bupa. We’ll make sure you are treated fairly. That’s why we’re happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them. Whether you’ve found your feet or are discovering a new path. Welcome to a place that celebrates you. This isn’t where you've been. This is where you're going. This is what we have belief in. Time Type: Full time