Planning and MI Data Manager

Job Description:

Planning and MI Data Manager

Manchester, Staines or London

Hybrid – up to 3 days WFH

Permanent

£45k - £50k DOE and location + 10% bonus

Full time: 37.5 hours per week

We consider all types of flexibility, including locations, hours and working patterns.

Working in our UK support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

The role

Overseeing a team of 2, in this role you will utilise complex and diverse data to develop appropriate samples, create workflow and team forecasts and build work schedules for a large Quality Assurance function.

You will provide both prescriptive and predictive trending and analysis on QA data outputs to ensure a workable, dynamic QA model is in place, to minimise risk and maximise business opportunities.

You’ll help us make health happen by

• Take ownership of the QA sampling tool and maintain/enhance this over time
• Use Quality Assurance outcome data to create, maintain and adjust risk profiles for circa 1,600 colleagues across UK Customer and Sales, ensuring that they receive the appropriate volume and variety of QA interventions using our in-house risk based QA model
• Create and maintain colleague risk profiles, ensuring that information is accurate and up to date and can be easily utilised by the Quality Assurance team to perform their role
• Analyse both real-time and retrospective data to respond to perceived risks/trends and/ or changes in regulation that may alter the business risk appetite
• Responsible for team capacity planning, resource scheduling and shift optimisation, working closely with the team managers to ensure that there are appropriate levels of resource across the QA function
• Directly and by leading delivery through the team, acquire data from source systems and produce a range of scheduled and ad-hoc MI for a wide business audience (to Director Level), ensuring work meets the customer’s business needs, is timely, clear and accurate, effectively presented and easy to interpret.
• Responsible for the daily line management, growth and development and performance management of the Scheduling and MI Analysts

Key Skills / Qualifications needed for this role

• Experience of using Quality Assurance IT platforms specifically Quality Monitoring and Speech Analytics modules. Experience of working with the Verint AQM platform would be ideal but not essential.
• Strong knowledge of SQL
• Extensive expertise in Microsoft Excel, Access, and Power BI
• Previous experience of supporting the planning for a large team within a multi-site environment.
• Good knowledge around FCA regulation, ICOBS and TCF Principles
• Effective listening and questioning skills,
• Self motivated with the ability to plan and prioritise multiple tasks whilst working to tight deadlines
• Credible and professional, with an ability to be able to influence stakeholders at every level

Benefits

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

• Bupa health insurance as a benefit in kind

• An enhanced pension plan and life insurance

• Annual performance-based bonus

• Onsite gyms or local discounts where no onsite gym available

• Various other benefits and online discounts

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:

Commercial & Analytics

Locations:

Bupa Place, London, Staines - Willow House, Victory House, Brighton