Business Support Manager

Are you passionate about making operations run smoothly, turning data into insight, and driving improvements? At The Cambridge Building Society, we're looking for a Business Support Manager to help our Customer Experience teams deliver exceptional service through effective planning, reliable systems and smarter ways of working.

You'll lead workforce and capacity planning across our customer-facing channels, develop insightful performance reporting, and coordinate suppliers, procurement and contracts. Working closely with colleagues across the Society, you'll help shape technology and telephony improvements, deliver operational change, and strengthen business continuity.

You'll bring strong operational experience, excellent analytical and Excel skills, and the ability to turn complex information into clear actions. Organised, commercially aware and confident building relationships, you'll enjoy solving problems, managing competing priorities and taking improvements through to completion - all with better customer and colleague outcomes in mind.

Click here to view the job description to find out more and apply today.

Click here to view The Society Benefits.

Starting salary £30,000.00 per annum

Monday to Friday 8:45am - 5:00pm (36.25 hours per week)

5 days per week from our Branch locations

Come and join a thriving independent mutual, where your contribution will help our customers.

T HE C AMBRIDGE B UILDING S OCIETY
KEY INFORMATION
Role: Business Support Manager
Reports to: Head of Customer Experience
Grade: 4
PURPOSE
To provide effective business and operational
management across Customer Experience, ensuring
our people, resou rces, systems, suppliers and
processes are aligned to customer and business
priorities.
The role will lead workforce and capacity planning,
performance reporting, operational support,
procurement and supplier coordination, technology
and system requirements, and the effective
implementation of business change.
Working collaboratively across the Society, the
Business Support Manager will identify opportunities
to improve efficiency, strengthen operational
resilience and enable colleagues to deliver
consistently strong customer outcomes.
CRITICAL SUCCESS FACTORS

• Effective workforce and capacity planning
  aligned to customer demand and business
  priorities.
• Accurate, timely and insightful MI that enables
  effective management decision-making.
• Strong operational control and coordination,
  ensuring issues are identified and resolved
  effectively.
• Successful delivery and embedding of
  business and technology change.
• Effective supplier and procurement
  management, delivering service quality and
  value.
• Improved operational efficiency through
  continuous process improvement and effective
  use of resources.
• Strong operational resilience, with appropriate
  c ontingency and continuity arrangements.
• Effective cross-functional collaboration and
  stakeholder management.
• Clear evidence of improved customer,
  colleague and business outcomes.

BEHAVIOURS

• Members First: Uses customer and
  operational insight to ensure deci sions,
  resources, systems and processes support
  positive member outcomes.
• Exceed Expectations: Sets high standards for
  operational delivery, accuracy, responsiveness
  and service quality, taki ng o wnership to
  resolve issues effectively.
• Make It Happen:Takes accountability for
  delivery, removes barriers, drives actions
  through to completion and proactively identifies
  solutions.
• Better Together: Builds strong relationships
  across Customer Experience and support
  functions, working collaboratively to achieve
  shared outcomes.
• Embrace Improvement: Challenges existing
  ways of working, uses data and insight to
  identify opportunities and leads continuous
  improvement and change.
• Respect Always: Acts with integrity and
  professionalism, communicates openly and
  constructively, and values different
  perspectives and expertise.

Business Support Manager
Main Duties Within Role
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• Lead workforce, capacity and resource planning,
  including scheduling, holiday management and allocation
  of resources across customer-facing channels.
• Develop MI, forecasting and performance reporting,
  consolidating data from multiple sources to provide clear
  insight into customer, growth, productivity and
  operational performance.
• Provide day-to-day business and operational support,
  identifying capacity pressures, service risks and
  opportunities for improvement.
• Coordinate procurement, supplier and contract
  management, monitoring service, performance, cost and
  value for money.
• Lead the operational coordination of technology, systems
  and telephony, including business requirements,
  enhancements, upgrades and operational readiness.
• Coordinate change and project implementation,
  including impact assessments, testing, communications,
  training readiness and successful embedding.
• Drive process improvement and operational efficiency,
  simplifying ways of working and improving customer and
  colleague outcomes.
• Support business continuity, operational resilience and
  facilities, ensuring appropriate contingency
  arrangements are maintained.
• Maintain effective data governance, operational
  communications and management information, ensuring
  information is accurate, timely and actionable.
• Build strong cross-functional relationships with IT, Risk,

Finance, Procurement and other functions to resolve
issues and deliver business priorities.

• Undertake any other duties and responsibilities that
  reasonably fall within the scope of the role.

Job Holder Signature
Skills & Experience

• Strong operational and business management capability, with experience supporting complex customer-
  facing operations.
• Strong workforce, resource and capacity planning capability.
• Advanced data analysis and MI reporting skills, with the ability to consolidate and reconcile information from
  multiple sources.
• Strong Excel skills and ability to develop meaningful performance reports, dashboards and management
  insight.
• Strong understanding of business performance, productivity, efficiency and operational performance
  measures.
• Experience of change management, project coordination and implementation.
• Ability to gather business requirements and translate operational needs into practical system, process or
  technology solutions.
• Strong understanding of technology and systems within an operational environment, with the ability to work
  effectively with technical specialists.
• Good procurement, supplier and contract management capability.
• Strong analytical and problem-solving skills with excellent attention to detail.
• Ability to identify trends, risks, performance gaps and improvement opportunities and translate these into
  clear actions.
• Strong planning, organisation and prioritisation skills, with the ability to manage multiple priorities
  simultaneously.
• Strong stakeholder management, influencing and communication skills across different levels and functions.
• Good understanding of operational risk, governance, resilience and business continuity.
• Strong commercial awareness with a focus on cost, efficiency, customer outcomes and sustainable business
  performance.

Qualifications & Accreditations

• Relevant operational management, business management, workforce planning, data/MI, change or
  financial services qualification desirable, or equivalent practical experience.
• Strong working knowledge of Microsoft Excel and relevant MI, workforce planning and operational
  systems.
• Experience within financial services or another regulated customer-focused environment desirable.
• Change management, project management or continuous improvement qualification desirable.
• Relevant procurement, supplier management or business analysis experience/qualification desirable.
• Mandatory regulatory and role-specific training and competencies relevant to the role.

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