Role : Provider Performance Engagement Manager

Salary : £DOE

Hours and Type : Full Time / Permanent / 37.50 hours per week / Monday to Friday

Based : Hybrid with occasional travel to our office in Manchester

Closing Date for this role : Friday 28th June 2024

Purpose of Role :

Manage, monitor and drive performance of providers ensuring the network meets the growing needs of the business and exceeds the expectations of our corporate clients’ employees. Responsible for driving consistent, reliable, high-quality coverage and levels of care through data analysis, identifying areas for improvements and opportunities for growth. Building and maintaining strong relationships with providers, working with them to understand their business, industry and identifying areas for growth and potential opportunities. Communicating with the provider network in line with needs, and to drive engagement. Considering opportunities that we can become a more beneficial partner to them. Leading on Provider forums, surveys and annual conferences. Working with the Partnerships & Growth manager to increase efficiency across all providers through continuous improvement and development, monitoring feedback and responding effectively to network escalations. Working closely with the Provider Operations Manager to understand Provider Day to day management and work.

What We Can Offer You :

Our benefits include, but are not limited to :

Flexible working and holiday entitlements

Discounted childcare

Quarterly Employee Appreciation Weeks

Annual gala award evening

Fantastic range of discounts on high street retailers, grocery stores, cinema tickets, holidays and more

Wide range of wellbeing resources, supporting our teams for the ups and downs of daily life

Why Bright Horizons?

We’ve been voted Great Place to Work for the last 17 consecutive years, as well as being awarded the newly created Great Place for Wellbeing and Great Place for Women 2023.

Our support functions enable our nurseries to deliver the best possible care and education to over 10,000 children across the UK. Through this support, our nurseries can deliver excellence – with 98% of our 300+ portfolio being rated Good or Outstanding by Ofsted.

We’re on a mission to change the future for children, families, and the people we work with, and are committed to progressive working values like flexibility, work-life balance, and wellbeing.

Responsible For :

Ongoing relationship management of network providers to drive acceptance, reliability, and quality.

Ensuring close relationships with Contact Centre teams to ensure high quality of Back-Up Care customer service delivery and process alignment.

Driving the provider network by providing data and forecasts, performance analysis and collaborating with partners to deliver solutions that meet customer needs, particularly around peak demand.

Ensuring that provider’s performance is monitored, tracked and trends identified, and SMART action plans created to ensure high performance.

Driving, tracking and maintaining provider retention.

Promoting uptake of providers to efficiency mechanisms, such as utilisation tech-enabled bookings

Monitoring pay rates to ensure market competitiveness, whilst achieving financial performance

Negotiating with and incentivising providers based on local coverage needs.

Being aware of feedback, complaints and network escalations, and actioning as necessary

Working with legal to ensure policies and procedures are regularly reviewed and updated.

Monitoring the industry landscape from both regulatory and M&A perspectives, understanding how changes could impact our partnership / network / BUC delivery.

Supporting the operationalisation of new care types in response to client and industry needs

Identifying improvement opportunities in the provider journey and working collaboratively with relevant departments to implement

Managing and driving Provider Engagement through provider landing page, communication, SENDS, and pro-actively driving engagement.

Leading provider forums, conferences and surveys implementing necessary improvements and reporting outcomes to senior management.

Updating key stakeholders and executive / senior leadership on key Back-Up Care developments

Reporting on key MI / KPIs and meeting SLAs

Monitoring performance against targets

Maintaining relationships with US counterparts to knowledge share

Essential Experience :

Strong analytical skills, comfortable working with data

Proactive, with experience of driving improvements

Results driven leader.

Excellent communicator with strong negotiating skills

Stakeholder management

Strong operational oversight, with a track record of effective operational team management

Strong Microsoft Office skills

E xperience Desirable :

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 :

Organised

Good communicator

Influential

Inspirational

We look forward to receiving your application!