Head of Quality, Compliance and Workflow

We have a rare and exciting opportunity for a **Head of Quality, Compliance and Workflow** to join our team on a **16-month fixed term contract**

In this pivotal role, you will lead operational excellence across Bupa’s Customer and Business Operations portfolio, driving workflow design, compliance, and quality assurance to enable achievement of our Health Insurance strategy.

With a strong focus on continuous improvement, you will champion best practice workflow, governance, and service optimisation, while working closely with internal and external stakeholders to deliver future-focused solutions.

You will be based in Melbourne, Sydney, Adelaide or Brisbane, with hybrid work arrangements available.

**How will I help?**

Key accountabilities include:

- Direct and lead the business on the creation and adoption of best practise workflow underpinned by the relevant compliance and quality regulations.
- Drive the engagement of a continuous improvement culture through project initiatives and communications with senior stakeholders.
- Utilise data and analytics to identify areas for continuous improvement and re-design.
- Educate and influence key stakeholders on workflow design using LEAN methodologies and expert insights.
- Align operational delivery with Bupa Health Insurance’s customer services strategy.
- Establish governance, reporting, and communications to ensure ongoing quality assurance and risk management.
- Ensure appropriate controls are in place to sustain improvements, including robust workflow mapping and documentation.

**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, study leave, volunteering options and a commitment to promoting from within.

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

**What do I need?**
- Degree level education in a relevant discipline.
- Minimum of 5 years’ leadership experience, including people management and workflow ownership.
- Expertise in workflow design and continuous improvement programs, ideally within a services industry.
- Excellent communication skills, with experience engaging and mobilising workflow change programs from design through to embedding.
- Strong stakeholder management skills and customer focus.
- Advanced understanding of continuous improvement, transformation, and redesign methodologies.
- Proven ability to deliver operational business outcomes with quality and compliance at the centre.

**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.

Our people reflect the diversity of our community. At Bupa, your wellbeing, identity and own story is respected and valued.
- To apply, please do so via the 'apply' button above._