Central Operations Manager

An exciting permanent and full-time opportunity has arisen for a talented Central Operations Manager to join our Bupa Medical Visa Services team

Bupa Medical Visa Services (BMVS) provides health assessments and related services for immigration purposes and our primary client is the Department of Home Affairs.

The Central Support Operations Team Leader will be responsible for the day-to-day leadership and operations of all administration and processing tasks for the Central Support (CS) Team. This role is a high paced, high volume, dynamic role that is crucial to support BMVS and other Health Services programs.

As the Central Support Operations Team Leader, you will lead the delivery of a service recognised for its exceptional employee and customer experience, outstanding client outcomes and highest level of clinical safety and quality. This role is key in delivering extraordinary performance, ensuring Bupa is loved by customers, our client and employees love working at Bupa.

**What will your day include?**
- Managing workflows across multiple channels
- Providing accurate and appropriate information to customers
- Monitoring communication channels for quality assurance purposes
- Communicating effectively with internal stakeholders and building strong working relationships
- Performance management and remediation
- Coaching and developing the team against KPI's
- Discovering training needs and develop succession plans
- Listening to team members' feedback and resolve any issues or conflicts
- Recognising and celebrating team and team member accomplishments and exceptional performance
- Creating an environment oriented to trust, open communication, creative thinking, and cohesive team effort
- Facilitating problem solving and collaboration
- Generating statistical reports and analysis of data

You may also carry out any other duties reasonably requested by Bupa from time to time.

**Why work at Bupa?**

We reward our people and celebrate their success. From providing initiatives that develop careers to looking after our people's health, wellbeing, and futures.

Our health is the most important thing we have and at Bupa, caring is at the centre of everything we do - helping people live longer, healthier, happier lives and making a better world. We also know that to care for our customers, we must first care for our people. That is why Bupa has launched Viva Healthier and Happier - our new and comprehensive global health and wellbeing program for our employees. It includes all aspects of health - from mental and physical, to financial, social and environmental wellbeing.

Through the Viva Healthier and Happier program, we're providing health benefits for everyone who works at Bupa, no matter their role. We want to support our people to be the healthiest and happiest versions of themselves.

**What do I need?**
- Tertiary qualified with a relevant business degree
- Relevant industry and professional memberships
- Excellent verbal and written communication skills
- Experience in dealing with complaints and escalations
- The ability to coach, train, and motivate employees and evaluate their performance
- Excellent problem solving, leadership, and customer service skills
- Analytical skills and the ability to understand data and trends
- Strong ability to plan and prioritise workloads for teams, across multiple channels
- Call Centre or customer service experience is required, in addition to having experience in people management
- Ability to change and pivot as required, holding a collaborative mind-set.

**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.