Retention Delivery Manager

2 weeks ago

Melbourne, Australia Bupa Full time

**Why Bupa**

Be at the heart of helping people live longer, healthier, happier lives. At Bupa, we employ more than 80,000 people globally who are making this a reality. One thing stands out about Bupa people - our customers are our passion: they’re at the heart of our culture of care. If you've got the belief, the drive, and the talent to help us in our ambition then we’d like to hear from you.

**The Opportunity**

As a Retention Delivery Manager you play an integral role in supporting Bupa Health Insurance’s Domestic Retail Portfolio in achieving Retention, Market Share and NPS ambitions. In line with Bupa’s Customer Strategy, you will identify and deliver opportunities to drive retention of our health insurance (HI) members.

You will leverage your knowledge and experience on specific HI and retention topics to accelerate outcomes for Bupa. An ability to synthesise disparate data points and insights into a coherent strategy and value propositions will be central to success. The role is required to collaborate, listen, analyse, and give structured and constructive feedback to help HI hit its aspirational goals, ensuring that any thematic challenges are surfaced and plans for remediation are captured and actioned.

You are responsible for identifying and delivering opportunities to drive increased retention of health insurance members across the Domestic Retail Portfolio, including initiatives to improve retention through Workstream, Delivery Hub and BAU processes. As well as managing the full lifecycle of retention-focused initiatives, from ideation to delivery, ensuring that progress is tracked, risks mitigated, and results communicated effectively to stakeholders.

Key responsibilities include:

- **
Identifying and creating opportunities** to enhance retention by collaborating with business stakeholders to ideate solutions for customer and business problems.
- ** Conducting financial and business analysis**, including creating investment cases with Finance Partners.
- ** Defining project scope**, including MVPs (minimum viable products) and iterative improvements, as well as envisioning future processes and customer experiences.
- ** Driving initiative delivery**, working across teams to define scope, develop Agile action plans, track costs/benefits, and manage risks/issues.
- ** Engaging stakeholders** to ensure alignment, gain buy-in, prioritize work, and report on progress, risks, and outcomes.
- ** Supporting the Reward and Retain Workstream Leader** in overseeing progress, reviewing risks and milestones, and presenting updates in meetings to ensure communication and alignment across teams.

**About You**

To be considered for this role you will have:

- Tertiary qualification in a business-related discipline preferred.
- Expertise in the following disciplines: Agile, Lean, Financial Rigour, Problem-Solving and Change Management.
- A strong understanding of customer experience and customer centricity principles and methodologies.
- Experience in influencing and leading cross-functional teams.
- Strong listening and comprehension skills.
- Demonstrate patience, resilience, and an ability to build relationships with key stakeholders.
- Systems thinking - ability to connect pieces of work from across the business to reduce duplication of efforts and drive value through collaboration.
- The ability to flex and reprioritise activities.
- Excellent communication and presentation skills.
- Strong commercial aptitude.
- Enthusiasm, relentless optimism and determination.

**What’s in it for you**

As well as a competitive salary, a range of Bupa benefits and flexible working/work from home arrangements, you’ll be encouraged to innovate. You will be collaborating with various teams globally to deliver exceptional experiences. You will have the opportunity to further learn and develop with excellent internal development courses available and a supportive, career development environment. We trust, respect and consider everyone, knowing your difference will make the difference.

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