Engineering Manager (Dynamics CRM development)

As an Engineering Manager - CRM and Low-Code Platform and Product Engineering, you will lead and manage a team of engineers developing and supporting Bupas CRM and data platforms, and the products and services built using them. You will use a combination of Salesforce, Azure and Google clouds, Dynamics 365 and Power Platform.

The Engineering Manager is responsible for ensuring the feasibility of what the team builds and has overall responsibility for delivery. They have a key role in hiring, developing and coaching engineers, leading the Bupa Engineering Profession, and fostering Communities of Practice.

Engineering Managers at Bupa are expected to be, or to have previously been, accomplished engineers, with at least 5 years’ experience as an individual contributor. They are not expected to be daily “hands-on” contributors but should still be comfortable getting their sleeves rolled up and contributing but should not put themselves on the critical path or become a bottleneck.

More than 50% of manager time is expected be dedicated to staffing and coaching. The remaining time is dedicated to technical leadership, solution architecture and design, driving operational excellence and continuous improvement in the delivery of projects and products. Managers will have at least 2 years people management experience and 3 years delivery or project management experience.

11. Accountabilities and Responsibilities

Objectives

1. Build and lead an in-house CRM and low-code platform and product engineering team
• Establish performance scorecard for engineering teams within 3 months
• Review existing team talent, skills and potential and recruit to fill gaps, remove any underperformers within 6 months
• Improve team employee engagement score from c.80 to 90 or above
• Achieve 80% or better in-house vs supplier engineering team ratio within 12 months
• Establish and improve your team’s engineering, agile and product ways of working
• Support engineering department recruitment and in-sourcing to our India capability centre
2. Drive adoption of modern software engineering practices and tools in your team
• Improve test and operations automation and drive the shift left into engineering team and SDLC (from separate QA and operations teams)
• Implement CI/CD, trunk-based development, and optimise the SDLC process to achieve deployment frequency of 1 per week or better, and lead time for change of 2 weeks or better within 6 months
• Migrate to strategic SDLC, test automation and observability tools and technology within 6 months
3. Improve production service and operations
• Reduce incident volume and severity (target to be agreed)
• Improve platform perceived performance and service level (target to be agreed)
• Implement platform observability, reliability engineering practices and define and agree SLOs and SLIs within 6 months
• Establish support rota for 3rd line engineering incident response within 3 months

People Management Responsibilities

• Performance Management (4)
• Employee Experience (5)
• Professional Development (5)
• Resourcing (5)

Systems Development, Delivery and Operation Responsibilities

• Product Management (4)
• Delivery Management (4)
• Solution Architecture (5)
• Programming/Software Development (5)
• Requirements Definition and Management (4)
• Software Design (5)
• Testing (4)
• Release Management (5)
• Systems Integration and Build (5)
• Application Support (5)
• Systems Design (4)

12. Qualifications, skills and experience

The role holder is expected to have the following experience and qualification/s

• Bachelor's degree in Computer Science, Information Technology or related field
• Experience as a senior engineer and as an engineering manager
• Strong understanding of CRM and low-code architectures and customization capabilities
• Experience designing solutions and architecture
• Experience driving modern software engineering practices
• Experience with integrations and data migration
• Familiarity with Azure (or Google, AWS) cloud services

The role holder is expected to demonstrate the following competencies

• Delivers outcomes with efficiency and minimal wasted effort
• Earns and maintains trust
• Plans, organises, schedules and budgets in an efficient, productive manner
• Acts proactively and moves quickly
• Follows through on commitments
• Learns quickly
• Excellent problem-solving and analytical skills
• Attention to detail
• Persistence. Demonstrates tenacity and willingness to get things done
• Ability to hire A players
• Ability to develop people
• Strategic thinking and visioning
• High standards. Engineering, ways of working, modern software engineering, operations, risk management.

13. Bupa Core Competencies

The role holder is expected to have an advanced level of competence in the following areas:

Commercial Judgement

The ability to understand our business and deliver the business performance needed to achieve our purpose and goals.

As well as a good grasp of all Bupa products and services, you have a solid understanding of your business area's market positioning and potential. You can spot the opportunities

which will deliver increased commercial returns and ensure you prioritise these. You look beyond your business area to the wider organisation and the external market, both to

anticipate the impact of changes and to seek out examples of best practice. You look to build your function's proposition around the needs of the customer.

Engage and Influence

The ability to build connections and partnerships in own business area and beyond through formal and informal channels. Able to use insights and relationships to influence others and get things done.

You’re a persuasive, credible authority on your business area but also understand how it fits into the wider organisation. You use your strong network of connections across Bupa to obtain strategic insights, collaborate with key stakeholders and influence the direction of your business line or function.

Customer Obsession

Obsessive about Bupa’ s current and potential customers. Your every activity and decision has our customers’ needs at the core.

Has a forward view on consumer, customer, and industry trends to influence change on our proposition. Aware of innovation and opportunities for customers. Applies broader knowledge than just own function and company.

Outcome Focused

The ability to set and achieve personal and team goals that deliver on Bupa’s strategic framework and business/functional goals.

You set ambitious goals for your business area and provide expert insight on how to achieve them in complex environments with various stakeholders. You bring in external

benchmarks and best practices where helpful. You make sure current performance standards are high while keeping an eye on how to raise them in the future.

Personal and Team Leadership

You play an active role in making Bupa a place where everyone loves to work and are happier and healthier for it at the same time as delivering fantastic business and customer performance outcomes.

You take responsibility for connecting the work of your team with Bupa's strategic framework and the customer and employee journey. You make sure your business unit has the people it needs both now and to be ready for the future. You foster a culture of self-driven learning and career management encouraging your team to teach and coach

each other. You are known for spotting and developing potential and lead talent development initiatives. You lead the way in creating a resilient team demonstrating effective ways to do this and inspire others by openly sharing your personal learning.

Manage and Lead Change

The ability to adapt to change and make change happen. Embeds change effectively, leading and supporting people through change.

You drive large-scale change in line with our organisation’s requirements, drawing on your experience to assess the impact of this work on your business area and others. You

clearly articulate the need for this change by focusing on the benefits, and support people through it by rewarding adaptation and encouraging them to question established working practices.

Managing Risk and Compliance

The ability to plan and implement appropriate measures to reduce the likelihood of an event adversely affecting Bupa’s ability to achieve its objectives and/or to complete day to day activities in a manner which is consistent with legal, regulatory and customer expectations.

You take responsibility for managing all operational risks and incidents for your area, working cross functionally to consider the wider Bupa UK perspective, and ensuring that appropriate oversight and governance is exercised at the UK level. You proactively assess and manage longer term strategic risks, aligning these into forward business planning/objectives setting. You have expert detailed knowledge of the regulatory and/or legislative requirements that relate to your business area and you take the lead on proactive compliance protocols.