Head of Remediation

2 weeks ago

Melbourne, Australia Bupa Full time

**A little snapshot of the role**

At Bupa, our purpose is helping people live longer, healthier, happier lives and making a better world.

This newly created role will form part of our Customer Process Transformation team. In this role you will be responsible for leading a high-profile, cross-functional Remediation Programs of work to develop and implement business improvement initiatives and remediation activities that address concerns across Health Insurance to deliver better customer outcomes and to enable our purpose of helping people live longer, healthier, happier lives and make a better world.

This is a hands-on role that requires someone who not only leads and delivers the planning, conduct and execution of remediations, but also the detailed delivery aspects with impacted business operation teams.

**This is a full-time position which can be based in Melbourne or Sydney office when you are not working from home. (Bupa offers hybrid working and you can work from the office or at home)**

**How will I help?**

**Key accountabilities include**:

- Define (and continually monitor and evolve) a roadmap of remediation activities which requires effective prioritisation and understanding of Regulatory, Customer and/or Partner impacts
- Coordinate the formulation of remediation strategies, frameworks and implementation plans for key corrective actions and preventative controls, including obtaining relevant approvals.
- Lead the set up of future frameworks and approaches to guide remediation and rectification work based on best practice.
- Plan the delivery of remediation activities in accordance with the strategy and objectives of the broader Health Insurance business
- Acts as the bridge between the business, customers, and delivery teams to ensure we drive both customer satisfaction and business value.
- Ensure that adequate risk, issue and dependency management processes are deployed across the project.
- Drive improvements in efficiency in the processes used to review, approve and track process changes and procedural document modifications

**What’s in it for me?**

As well as a competitive salary, a range of Bupa benefits and flexible working/ work from home arrangements, you’ll be challenged and encouraged to innovate. You will partner with colleagues who are dedicated to delivering exceptional experiences. We respect and consider everyone, knowing your difference will make the difference.

**Perk highlights**:

- Discount on our health insurance as well as discounts when you attend a Bupa Dental clinic or purchase glasses from a Bupa Optical store.
- A dedicated internal wellbeing team provides you with a range of services, such as a global resilience program, regular training opportunities on a range of wellbeing topics and access to a variety of wellbeing discounts.

**What do I need?
- Strong and proven experience in inspiring and leading a diverse team to deliver a high pace, complex Program of work through previous business, program and / or operational leadership positions.
- Prior experience delivering regulatory remediation programs end-to-end is essential, as is delivering with a customer-centric perspective.
- Excellent cross-functional stakeholder management skills at an executive level with experience in rapidly building and maintaining relationships with key stakeholders, is necessary.
- Extensive and demonstrable “base” project and program management experience (using multiple methodology e.g. Waterfall, Lean, Six Sigma, Agile)
- Excellent influencing and negotiation skills with the ability to influence and drive change in business strategy

**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.

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.

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