The role

As the Senior Business Operations Manager within our Business Excellence team, you’ll be responsible for the oversight of the workforce planning, intelligent operations, and training and knowledge management functions within Bionic. You’ll also be responsible for key areas within Bionics transformation, across the adoption of technology in workforce and digital management and ensuring our people continue to have industry leading training & knowledge content.

What you’ll be doing

Reporting to the Head of Business Excellence, you’ll be:

• Accountable for the workforce planning strategy via the Workforce Management Lead inclusive but not limited to forecast development, budget, demand management, intraday and resourcing
• The business owner of Bionics' Contact Centre vision enabling Bionic to maximise benefit realisation from our current and future tech/digital investments
• Managing and creating benefit cases across the functions
• Leading the implementation of the Bionic Knowledge Management System, including configuration, content deployment, user administration and roadmap via the Knowledge Management Lead
• Accountable for the delivery of high-quality knowledge articles (agent & customer facing) that prioritise accuracy, clarity and accessibility as well as alignment with brand standards
• Responsible for the Bionic Sales/Service training team, to ensure onboarding and continuous training and development of our agent teams, along with supporting the developing and adoption of our Learning Management System.

Essential skills & experience required

• Good level of experience in a knowledge management/content and training role within a contact centre/sales environment
• Good understanding of workforce planning
• Good understanding of contact centre technologies including AI
• Proven management experience leading a multi-functional support team
• Proven stakeholder management
• Proven project management skills
• Familiarity with learning management tools
• Expert skills in power point and course creation
• Analytical skills

Desirable skills & experience

• Salesforce/AWS Connect
• Product Management knowledge
• Digital Channel shift – moving customers from voice to digital sales/service channels

The interview process

• Initial conversation with the Talent Acquisition Lead
• First stage, Teams interview with the Hiring Manager
• Second stage, in-person task based interview with the Hiring Manager and a wider team member
• Final stage interview with Exec member

About Bionic Group

Bionic has over 630 people working across three office locations and four businesses; Bionic - London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field based agents.

We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun! We’re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves.

Working at Bionic means provides you many opportunities to advance your career, with incredible progression, recognition, and reward.

Benefits

We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks.

Enhance your health & wellbeing

• Private healthcare cover
• Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies
• Eyecare scheme

Taking time away from work ️

• 25 days annual leave plus the 8 UK bank holidays, increasing with tenure
• 1 paid family/religious day of leave per year - following successful probation period
• 1 paid charity volunteering day per year
• Option to buy/sell up to an additional 3 days leave per year

Family matters: for the special moments

• Enhanced maternity, paternity or shared parental leave
• 2 days off for your wedding upon joining, and up to 5 days after 2 years' service
• Flexible working options & a hybrid work approach

Financial wellbeing

• Auto-enrolled salary sacrifice pension scheme
• Life assurance
• Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure
• Cycle to work scheme

Recognition

• Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success
• Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition
• Long service awards