Senior Operations Manager Claims

General information

Description & Requirements

• Permanent full-time opportunity
• Flexible working arrangement
• Location: Adelaide or Brisbane

The heart of the role:

The Senior Operations Manager leads and enhances the daily operations of the Claims Teams, playing a pivotal role in driving exceptional operational performance and superior customer experience standards. This position holds accountability for meeting financial objectives, including ambitious targets, overseeing budget planning and control, maintaining high customer service levels, ensuring quality assurance, advancing operational excellence, fostering team engagement and development, managing succession planning, and overseeing risk management and compliance controls.  

Your responsibilities will include:

• Manage daily operations to ensure processes run smoothly and meet established SLAs, providing clear visibility to stakeholders and implementing strong recovery plans if SLAs are not achieved
• Provide strategic direction that aligns operational efforts with the team’s short- and long-term goals
• Champion the advancement of operational excellence and maturity to a market-leading level by applying disciplined management practices and enhancing leadership capabilities
• Demonstrate proactive involvement in Capability Modernisation and lead continuous improvement efforts to enhance efficiency and deliver more customer-focused results 
• Mentor and support team leaders to develop into skilled operations professionals, excelling across key areas such as operational excellence, process improvement, risk management, data, emerging technologies, and people leadership. Foster a high-performing, engaged team by leading through example, gaining hands-on experience with processes, and cultivating a customer- and provider-focused culture
• Maintain a visible leadership presence across all sites—be well-known to the team by regularly being on the floor and visiting non-home locations at least once per quarter (4-5 days per quarter). Engage with teams weekly by participating in processes, conduct skip-level meetings and roundtables quarterly, distribute communications biweekly, and hold all-staff meetings at least quarterly
• Pinpoint and execute cost-saving and process improvement initiatives that prioritize the customer experience
• Establish a consistent operating rhythm that supports and values our team through regular coaching, monthly one-on-ones, and biannual career discussions, with a sincere focus on fostering strong engagement via effective people pulse initiatives and ongoing follow-up
• Identify, collaborate on, and support the rollout of automation initiatives that enhance efficiency, prioritize the customer, and ideally improve customer experience and speed of outcomes
• Develop a strong partnership with the change team to ensure early operational involvement in Enterprise and Health Insurance initiatives. Represent operations effectively through thorough process knowledge, facilitate early communication of changes to leaders and teams, and ensure adequate change management support
• Foster a culture where risk awareness is shared by all within operations. Ensure team members understand the importance of promptly reporting any issues, including technical ones, to leadership
• Create and execute operational plans that facilitate service recovery (burn-down) and ensure the long-term sustainability of service delivery

About You:

• Demonstrated success in leading large, complex, multi-disciplinary operational teams across multiple locations, leveraging industry best practices
• Extensive experience (typically 7+ years) in claims operations within health insurance
• Previous experience and certification in Active Operations is strongly preferred
• Successful history of managing projects to timely completion and budget adherence
• Experience in developing and executing risk plans aligned with the Three Lines of Defence framework
• Skilled in leading and energizing teams to deliver outstanding results by promoting a culture of excellence and high performance
• Capable of thriving in dynamic, high-pressure settings while efficiently prioritizing tasks to meet deadlines
• Advanced analytical skills with the ability to build persuasive business cases from extensive data sets and translate insights into actionable strategies
• Proven track record in developing strategic plans and driving their implementation
• Adept at budgeting and financial management, ensuring cost savings alongside sustained service excellence and customer satisfaction
• Well-developed competence in coaching, mentoring, and motivating team members through consistent communication and strategic succession planning

We’ve got your back

The special thing about Bupa is that care is at our core and will always be a part of how we operate. Extending that, we want our people to feel they are benefiting from Bupa’s purpose: so that everyone is supported to live the healthiest and happiest version of themselves. Simply put, this is what wellbeing means at Bupa.

Our global wellbeing program covers all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We are providing health benefits, information and support for everyone who works here, no matter their role. 

Our range of benefits include:

• Fully subsidised health insurance products - How good is that!
• Discounts on travel, car and home products, as well as discounts on Bupa services such as Dental and Optical, skin checks and vaccinations
• Discounted products and services via our extensive partner network, like Apple, Endota Spa, New Balance, Garmin, JB Hi Fi, 
• An additional annual leave day for you to focus on your wellbeing
• An additional volunteer day each year for you to give back to your community

There is nothing half-hearted about what we do at Bupa, Apply now!

At Bupa, we are striving to create and sustain a safe and inclusive workplace. We welcome applicants from all cultural backgrounds, genders, and abilities. If you require any adjustments to participate in our recruitment process, please let us know at the time of your application.