Business System Specialist
6 days ago
**About the Opportunity**
We are a world leading health organisation with over 22,000 people in Australia and New Zealand, and our purpose is to help people live longer, healthier, and happier lives. Bupa Health Services provides clinical services across Australia, with a focus on providing exceptional customer experiences, outstanding client outcomes and the highest level of clinical safety and quality.
**The Role**
We currently have an exciting opportunity for a process and system orientated worker to join our team and help us deliver on our service promise.
Our Operations Support Centre is the engine room of our Bupa Medical and Health Services across Australia, supporting the Bupa Medical Centres, our 3rd party providers customer enquiries, appointment follow-ups and administration across our Visa Medical Services nationwide. It’s a busy, varied, customer-focused team working to quick turnaround times and high standards of support.
Our Customer Experience (CEX) team is responsible for monitoring our customer experience across the contact centre and administration functions, providing coaching and training to our agents, monitoring Quality Assurance, managing internal systems and partnering closely with our leaders to identify emerging issues and opportunities.
By doing a great job, you’ll be making sure our customers and staff have a smooth and supported experience, and that’s pretty cool to be a part of
**Key Responsibilities**
As our Business Systems Specialist, you’ll work with the Support Services Manager to drive operational efficiencies and improved standardised processes where appropriate across BMVS. You’ll operate both independently and collaboratively, whilst building strong relationships with stakeholders and deliver the right solutions aligned to business strategy and values.
**Key tasks include**:
- User acceptance testing
- Develop and maintain valuable stakeholder relationships
- Support and manage the end-to-end formation and delivery of projects, including preparation and active management of business requirements, project plans and project delivery
- Report on customer metrics across Customer Support Office Teams
- Implement process and procedure changes as and when needed, and record all staff understanding and compliance
**About You**
To thrive in this role, you will require previous experience working with different systems and be comfortable translating that experience into a back-end support role. You’ll be able to do the same tasks over and over at speed, while making sure you’re delivering high quality work, and then pivoting as needed to a completely task as the need arises.
**You will**:
- Qualification/certifications in project management, business analysis, change management or business management or a similar area would be considered an advantage skill
- Be an adept relationship-builder with excellent interpersonal and communication skills
- Work well with both people and systems - this role will involve a lot for both
- Ability to change and pivot as required, holding a collaborative mind-set
- Be self-motivated, pro-active, and take a can-do approach -takes ownership of work and is accountable for results
- Strong ability to independently plan and prioritize your workload and your workday across multiple projects
- Analytical skills and the ability to understand data and trends
- Have a true team-player attitude and tangible customer focus - lots of places say it but we live and breathe teamwork here - we all pitch in, and we all do our share to make sure the job gets done and our customers and staff get what they need - that’s our main goal
**Join Us**:
Our Customer Experience (CEX) team are passionate and professional, and we really care about the work we do. Our team culture is known for being open, honest, and collaborative, with our customers and staff at the centre of everything we do. We’re not an ordinary team, and we’re not looking for an ordinary team member.
- You'll enjoy all the benefits of working with Bupa in Australia, including:
- Flexibility of working from home and the office - the work life balance you crave
- Comprehensive training and ongoing development - we say it because we actually do it
- Internal career progression opportunities
- Competitive salary + annual bonus + Bupa benefits including significant product and service discounts
- Regular team meetings and celebrations of success
**Be at the heart of it with Bupa**
Bupa employ more than 80,000 people globally and 22,000 across Australia and New Zealand. Wherever you work, one thing stands out about Bupa people. Our customers are our passion - they’re at the heart of our positively different culture of care. At Bupa you’ll be challenged, you’ll be encouraged to innovate, and collaborate with colleagues who are committed to delivering exceptional experiences.
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