Programme Manager

Overview

In this role you lead the Services Delivery team to ensure efficient delivery of loan and grant schemes, meeting targets and budgets while delivering excellent customer service. You will drive governance, risk management, and financial oversight, building strong relationships with government, funders, and partners. You will continuously improve systems and customer journeys to support a sustainable transition and impact for communities. This is a hands-on leadership position with a clear focus on performance, quality, and cross-functional collaboration.

Pay / Benefits

• 25 days holiday + bank holidays + extra Christmas leave
• flexible working arrangements
• pension & life assurance
• enhanced family leave
• green travel perks (EV scheme, cycle to work)
• professional development support’,’wellbeing allowance

Responsibilities

• Manage day-to-day delivery of loan and grant schemes, ensuring KPIs, SLAs, budgets, and customer standards are met
• Forecast and manage finance-related activity, including payments and reporting against financial objectives
• Identify operational risks, resolve issues, and share learning across the department
• Review customer journeys, systems and processes to improve efficiency and consistency across schemes
• Recruit, motivate, and develop team members to deliver effective, customer-focused services

Key requirements

• Experience delivering in a customer-facing operational service with KPI/SLA targets and service standards
• Strong numeracy and analytical abilities with budget management, payment checks, reporting and reconciliation experience
• Excellent attention to detail and ability to produce timely management information for funders
• Practical, improvement-focused approach to reviewing systems and processes
• Strong communication skills for handling inquiries and complaints professionally
• People management experience including recruitment, motivation, and development of staff
• Ability to prioritise, solve problems, and deliver results under tight deadlines

• communication
• leadership and people management
• problem solving
• budget management
• payment checks
• reporting

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