Senior Operations Manager, Remediation Operations

The Opportunity

The Senior Operations Manager is responsible for the Remediation Operations Team. The team, a group of highly skilled individuals trained in assisting the business in the e2e operational processing of remediation activity, are pivotal in ensuring a seamless delivery of quality customer outcomes. The Senior Operations Managers’ role is critical in ensuring the team achieve outstanding operational efficiency and customer experience benchmarks. This role is accountable for delivery of financial targets, budget planning and management, service delivery, quality assurance as well as risk management implementation and ongoing testing of first line of defence controls.

Working in close partnership with the Remediation CoE, in this newly created role you will design and execute robust operational delivery plans; ensuring expectations are set and managed around resourcing, pipeline management, and service delivery.

You will be an experienced and engaging people leader who can lead and inspire a large team of employees.

How will I help?

• Effectively communicate both risks and opportunities to a variety of stakeholders in a clear, concise and timely manner
• Establishing a clear and effective risk framework including but not limited to control identification, design and testing
• Constructively and proactively contribute to the performance and development of the operational processing strategy through effective communication, knowledge sharing,teamwork and KPI evaluation
• Proactive and accurate application of a disciplined operations management framework to make sound operational resourcing decisions to ensure effective and appropriate management of pipeline activity Collaboration, support and implementation of initiatives driving efficiency benefits without negatively impacting our customer's experience and service efficiency
• Actively support and participate in Squad/Hub activities ensuring solutions benefit customers and do not adversely impact on the team’s operational performance
• Proactively support to drive continuous improvement initiatives to deliver customer centric outcomes
• Drive a risk management culture to minimise operational risk by fully documenting risk controls and plans in accordance with the 3 lines of defence framework, using risk and compliance metrics and reporting to minimise regulatory exposure and to make informed decisions.
• Coach and guide team leader population to manage performance variations in order to improve overall team member performance and support the team leader population in their upskilling required to effectively lead their teams
• Continually improve the overall customer experience through identified actions generated from quality and feedback insights
• Provide key stakeholders timely and relevant information to inspire confidence in our services provided
• Build and maintain strong and collaborative relationships across CBO

What do I need?

• Demonstrated experience leading large, high performing teams and able to create strong team cohesion and a commitment to coaching and development of teams to ensure they are set up to deliver extraordinary results
• Experience in implementing risk plans according to 3 lines of defence requirements
• Ability to compile compelling cases for change based on large subsets of data and the ability to translate analysis into action
• Experience in setting and managing budgets with a particular focus on realising efficiencies without compromising service levels
• A strong understanding of customer experience and customer centricity principles
• Proven project management experience resulting in projects being delivered on time and within budget
• Ability to work with ease in a rapidly changing, sometimes high-pressured environment, ability to prioritise and meet deadlines
• Tertiary qualifications or training in business management or related disciplines are an advantage

About Bupa Asia Pacific & What it is like working here

Bupa is an international healthcare group which has been committed to a purpose of helping people live longer, healthier, happier lives and making a better world for more than 70 years.

Bupa Asia Pacific operates in Australia, New Zealand, and Hong Kong, supporting about 6.5 million customers through a broad range of health and care services including health insurance, aged care, dental, medical, optical, and hearing services. Employing more than 20,000 people in the region, we believe that we can make a real difference to the lives of customers through our values, purpose, and the way that we deliver personalised care.

Since 2002, we have reinvested approximately $6 billion in the region, with the Bupa Foundation investing more than $34 million to support 130+ health and care projects.

Our people reflect the diversity of our community. At Bupa, your wellbeing, identity, and own story is respected and valued.

Please note that selection processes will commence immediately following closing date and late application may result in exclusion from the process.