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Business Support Manager

  • Location: Central
  • Salary: Up to £35000.00 per annum
  • Job type: Permanent
  • Sector: Projects, Programmes & Change
This vacancy has now expired.

My client, one of the UK's leading providers of technology enabled business services, are looking for a proactive Business Support Manager to join their Edinburgh based team.

The Business Support Manager will be responsible for leading the Business Support function within the HR Service Centre. The Business Support function is a key enabler for operational success and will support the efficient and effective delivery of operational goals. In this role, you will be responsible for overseeing the provision of support services, including effective MI and resource planning, business assessment and facilitation of continuous improvement.

Key Accountabilities

Customer Service

  • Responsible for providing a high quality business support service and developing an effective working relationship with internal and external stakeholders.
  • Effective management of service issues/failures and take appropriate corrective action to minimise risk of re-occurrence
  • Ensure regular scheduled communication with client to facilitate feedback, knowledge share and effectively manage client expectations
  • Actively monitor and audit overall operational performance and identify areas for improvement and encourage an innovative approach to service provision

People Management

  • Assign work to team members, monitor and supervise the day-to-day delivery and quality standards of the work
  • Meet with team members individually on to review performance, provide constructive feedback and identify and agree on future objectives, assessing against the competency framework
  • Provide effective coaching to team members in the required technical and behavioural competencies
  • Actively monitor attendance and absence undertaking return to work interviews and implement absence management procedures as necessary
  • Resolve any grievance issues informally where possible and escalate to the Service Improvement Manager as necessary
  • Responsible for ensuring that the team is effectively resourced including the recruitment and selection of new employees
  • Responsible to co-ordinate the induction of new team members and ensure compliance with required core training
  • Ensure probationary process and assessment is completed in a timely manner

Service Improvement

  • Facilitate workshops focussed on the improvement of processes and services
  • Work with operational teams to implement initiatives that promote continuous improvement and smarter ways of working.
  • Responsible for investigating, analysing & solutioning business activities, data & processes.
  • Identify new solutions; processes and work packages which have the potential to generate additional revenues
  • Conduct analysis of business and user needs in order to maintain SMART requirements documentation , to support the end to end project process from initiation through to handover into business as usual
  • Support and challenge System Designs to ensure the end to end processes resulting are fit for purpose
  • Critically evaluate information gathered from multiple sources


  • Monitor team performance against expectations and Service Level Agreements
  • Report any potential variances to expected team performance to the Service Improvement Manager
  • Produce monthly statistical MI data for the HR Service Centre and review SLAs to identify and report on any variances
  • Support the operation improve and maintain quality levels


  • Responsible to ensure team compliance to client service standards, Code of Conduct, Information Security Policies and Procedures, and Client Confidentiality
  • Practical application of appropriate legislation including GDPR to ensure both client and Capita compliance
  • Ensure all processes are up-to-date and have robust controls in place

Health, Safety and Risk Management

  • Co-ordinate and own business continuity planning ensuring that risk is reasonably mitigated
  • Ensure any reported Health and Safety concerns are appropriately dealt with and any identified corrective action is completed in a timely manner

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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