Retention Execution Manager

3 weeks ago

Sydney, Australia Bupa Full time

BUPA
**Employment Term**:12month Fixed TerM/Full Time

**Location**:Flexible / Working from Home

**Application Closing Date**:22nd September 2023

**About the opportunity**:
Are you ready to make a significant impact on customer retention and enhance Bupa's strategic NPS? We're seeking an enthusiastic and dynamic individual to lead the charge in integrating and implementing strategic Retention and Complementary initiatives within our Contact Centre environment. As the Retention Manager, you'll be at the forefront of driving positive change and optimizing pipeline activity.

**About Us**:
At Bupa, we're committed to providing top-notch services that prioritize our customers' needs. As a Retention Manager, you'll play a pivotal role in shaping our customer experience across the HI business while ensuring operational excellence. Join our team and become a change champion, an influencer, and a key driver of success

**What You'll Do**:
As the Retention Manager, you will:

- Lead the integration and implementation of strategic Retention initiatives within the Contact Centre environment.
- Act as a change champion, influencing and shaping the customer experience while balancing operational requirements.
- Review current Retention practices and develop strategic initiatives for optimal business outcomes.
- Collaborate with stakeholders to drive continuous improvement and the realization of medium to long-term benefits.
- Analyze data to assess the effectiveness of business structures and processes, verifying the success of implemented change initiatives.
- Manage end-to-end business implementation of solutions and effectively handle project expectations with stakeholders.
- Prepare progress reports and documents for project committees and management channels.

**What You'll Bring**:

- We're looking for someone with:

- Demonstrated experience in delivering project outcomes and change programs.
- Proficiency in delivering change in an agile workplace environment.
- A deep understanding of customer needs and a passion for problem-solving.
- Excellent multitasking, problem-solving, and coaching skills.
- Strong commercial acumen and the ability to make sound decisions that benefit both Bupa and the customer.
- A tertiary qualification in a business discipline, related field, or equivalent work experience.

**Why Join Us**:
When you become a part of the Bupa team, you're joining a company that values innovation, collaboration, and making a positive impact on people's lives. We offer a supportive and dynamic work environment that encourages your professional growth and development.

**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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