▷ [18/9/2025] Head of Claims Transformation Program

About the role

Bupa is a leading health insurance provider in Australia. Our customers include over 4.7 million Australian residents as well as international visitors who come to Australia as a tourist, to work or study.

Reporting to the Director of Healthcare Programs and Claims Innovation, the Head of Claims Transformation Program will lead a team that works closely with a range of stakeholders on Bupa’s Claims Transformation Program (CTP), optimising value for customers and delivering business outcomes.

The Head of Claims Transformation Program will be responsible for designing and governing the full CTP cadence, including setting agendas, tracking decisions, escalating issues, and ensuring that delivery pace is maximised.

This role will lead and develop the Value Delivery Coaches, aligning coaching effort to the highest-impact initiatives (assessed by factors including benefit value and compliance obligations), and enabling effective prioritisation and strategic guidance of the CTP.

This role will synthesize performance into executive briefings and act as the single point of contact for information regarding CTP progress. It will run continuous feedback loops across the delivery engine, capturing lessons from delivery workstreams, coaches, and sponsors, and refine the supporting cadence, tooling, and resource allocation to constantly improve the pace and quality of the transformation.

This role will support initiative owners to deliver high-quality, well-managed projects within a defined scope, quality, and budget. Additionally, it will involve providing quality assurance of data inputs and outputs to ensure that information contributed to enterprise and business reporting is accurate, timely, and effective.

The successful applicant will bring strong leadership discipline and experience to the team, will be passionate about delivering positive customer and commercial outcomes, will have experience delivering cross-function programs and will have a comprehensive understanding of change management.

They will challenge the status quo, encourage, and stimulate creativity and innovation, and constantly seek opportunities to coach, influence, and deliver performance collaboratively through our people.

Key Responsibilities

- Support the development and execution of the CTP’s strategic and operational plannings and ensuring operational excellence and that initiatives are delivered ahead of planned scope, costs or quality.
- Collaborate cross functionally (i.e., working with Finance, Claims Intelligence etc.) to:

- Leverage data driven analytics on key claims drivers, actionable insights, and recommendations to inform strategy, across claims integrity, optimisation, customer, product and provider capabilities.

- Assist with input on claims trends and forecasts and addressable claims initiative envelope.

- Work with GM Claims Intelligence & Healthcare Funding and GM Claims Integrity and Provider Capability Transformation to build and refresh the claims initiative pipeline, stress test assumptions, and set a clear baseline against which to track benefits.
- Work with HCM, DRP and ICP to enable delivery of the claim’s initiative pipeline including development of execution plans, milestones, and refinement of assumptions, and with oversight of detailed benefit modelling.
- Work with respective Risk Partners and initiative owners to ensure that delivery, customer and business risk is being considered in the scope of all initiatives, and customer focus is being upheld.

About You

- Tertiary qualifications in business, project management or strategy
- Excellent strategic mindset, problem solving capabilities and ability to think holistically without losing attention to detail.
- 8+ years of proven leadership in leading programs of work requiring strategic and execution capabilities.
- Hands-on exposure to Australian Health System, PHI claims data, healthcare program design, claims integrity concepts, or provider negotiations.
- Strong interpersonal and influencing skills and capable of communicating with senior stakeholders with ease and confidence
- Ability to work collaboratively across a diverse range of stakeholders including senior leaders, technical and functional specialists, operational and line managers
- A curious mind and a resilient and determined problem solving toolkit.

Why Work with Bupa

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.

If you/'re ready to lead change, drive customer retention, and contribute to Bupa/'s success, we want to hear from you Apply now and be a part of our journey towards delivering exceptional customer experiences.

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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