Complementary Operations Specialist

**About Bupa Asia Pacific**

From aged care home receptionists, dental surgeons, telehealth and admin, to our call centres, data professionals and tech gurus, we’re all in it together - 22,000+ people who keep inspiring each other to explore new possibilities, wherever the challenges of the healthcare world take us.

**Where are we heading?**

We set a global ambition to be the world's most customer-centric healthcare company, and are committed to excellent customer experiences through service, value, and putting our customer at the heart of everything we do. Care is at our core and will always be a part of how we operate.

More than that, our care puts customers at the heart of everything we do. We make a genuine effort to see the world through our customers’ eyes to make things easy, keep relevant to their needs and showing empathy and understanding.

**About the role**:
Working as a key member of the Quality, Compliance and Process Design Team, the Complementary Operations Specialist is an SME in General Insurance call monitoring for quality assurance, delivering feedback, understanding internal and Licensee processes, products, training, systems, complaints handling and administrative activities.

This is a permanent, full-time position that contributes to the support of our customer facing teams through the review and maintenance of general insurance support materials and performance of accurate and timely compliance and quality assurance monitoring. This role acts as a bridge between compliance and the general insurance teams and on occasion between our AFS Licensees and the general insurance teams. The role requires logging and escalating general insurance complaints, logging incidents, delivering feedback and remedial training to our consultants to support continuous improvement and reduction of skill gaps and supporting general insurance marketing campaigns and following-up of campaign e-visas or e-vouchers.

**How will I help?**

Key accountabilities of this role include:

- The execution of the Quality Assurance Framework, providing a comprehensive effectiveness review and a mechanism to identify Continuous Improvement opportunities
- Ensuring monthly call monitoring quotas are met and that required calls and web-chats are provided to Licensees
- Providing expertise and acting as an SME to frontline consultants. Playing a key role in general insurance training, remedial training, compliance and quality assurance assessment and feedback of results, complaint investigations & mailbox monitoring
- Supporting the Complementary team by remaining up to date with campaign briefs, system enhancements, new or changing products and urgent risk updates from our partners

**What do I need?**
- Previous call centre and call monitoring experience
- Demonstrated ability to operate discreetly when handling private and confidential information of customers and employees. Exercising confidentiality, professional maturity and understanding that information sharing is only to occur when authorised
- Excellent verbal and written communication skills and ability to build relationships with the wider team.
- Demonstrated ability to set priorities and meet deadlines
- Intermediate to advanced computer skills and willingness to learn new systems and processes

**Why work at Bupa?**

We keep our people smiling by helping them improve their lives in and outside of the office.

We’re a welcoming lot, no matter who you are or where you’ve come from. We welcome all talents and backgrounds and embrace our differences, so you can bring your true self to work.

We support our people to be the best version of themselves, physically and mentally. With a healthy work/life balance, leadership support, reduced private health cover, study leave, volunteering options and a commitment to promoting from within.

Our employees can access wide range of benefits: from our own products (incl. health insurance discounts) to many other products and services via our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spa discounts to name a few).

We reward our people and celebrate their success, provide initiatives that develop careers and look after our people’s health, wellbeing and futures.