Operations Team Leader

3 weeks ago

Melbourne, Australia Bupa Full time

12month Fixed Term Contract
- Flexible working arrangements (including option to work from office & home)
- Start Date Jan 2023

**The opportunity**

As a Operations Team Leader you will be responsible for overseeing the end-to-end operational and technology aspects of Bupa’s Health & Wellbeing (H&W) portfolio to drive performance across customer, financial and operational KPI’s.

**Key **Responsibilities**
- Manage 2 direct reports
- Oversee operational reporting requirements and ad-hoc analysis to monitor and manage portfolio performance, support decision making and identify opportunities for improvement
- Co-ordinate a program of continuous improvement initiatives across the business to deliver against targets and maintain sustained customer and business benefits
- Ensure that operational processes are running effectively and efficiently across the business to support performance KPI’s
- Leadership and management of delivery of technology updates and fixes, e.g. prioritisation of backlog, coordination of requirements gathering, oversight of user acceptance testing and coordinating technical support and communications for the business

**Qualifications, Training and Experience**
- Tertiary qualifications in business or related disciplines are preferred
- Strong experience in a similar role
- Demonstrated experience in an operational role is essential (even better if in the health industry)
- Demonstrated experience in project management and change management of cross-functional teams
- Strong influencing, collaboration and stakeholder management skills
- Excellent written and verbal communication skills
- Ability to handle complex analysis processes and develop solutions in consultation with others, including expert professionals

**Key relationships**

Internal:

- H&W Client Performance Team
- Finance Team
- Legal Team
- Digital Team
- Technology Leadership Team
- Risk and Compliance Team
- Delivery Hub Team
- Corporate & International Sales Team
- Health Care Management Team

**External**:

- Bupa Australia and New Zealand customers and potential customers
- Third party partnerships
- Industry and regulatory bodies

**Risk management and compliance obligations**
- Responsible for understanding the risks, accountabilities, rules and processes associated with my role
- Report issues, incidents and complaints in a timely manner

**Role modelling Bupa’s values**
- A primary responsibility of this role is to consistently behave according to Bupa’s values, and to be an exemplary role model of Bupa’s values every day.

**Delivering fair outcomes for consumers and understanding your regulatory obligations**
- Put fair treatment of customers at the heart of what you say and do. Be courageous and speak up if you believe our products or services do not deliver what we have led our customers to expect
- Be accountable and take ownership for ensuring you are familiar with all regulatory requirements that fall within the remit of your role and comply with them at all times. Seek guidance if you need support understanding your regulatory requirements. Notify, without delay, any potential or actual breach of regulation

**About Bupa Asia Pacific**
- 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.

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