Senior Manager Customer Service

At Bupa, our purpose is helping people live longer, healthier, happier lives. We're looking for an experienced and inspirational Operational Senior Manager Customer Services to lead a large-scale customer service operation supporting our Personal, Company and Small Corporate PMI customers.

This is a high-profile leadership role where you'll be responsible for delivering exceptional service, driving operational excellence, and leading a team of approximately 400 colleagues across multiple locations.

Responsibilities

As Operational Senior Manager Customer Services, you'll:

• Lead and inspire a multi-site customer service operation of around 400 FTE.
• Champion outstanding customer experiences, driving first-contact resolution and removing barriers for customers.
• Develop and deliver operational plans that support strategic business objectives.
• Partner closely with Healthcare Benefits Management and key stakeholders across the business.
• Lead, coach and develop first and second-line leaders to achieve high performance.
• Drive continuous improvement initiatives that enhance customer outcomes and operational efficiency.
• Ensure quality, risk, governance and compliance standards are consistently met.
• Identify opportunities to reduce costs through process improvements and operating model enhancements.
• Support the successful implementation of business change and healthcare proposition developments.
• Create an engaging and high-performing culture aligned with Bupa's values and strategy.

Requirements

We're seeking a proven operational leader who can demonstrate:

• Significant experience leading large-scale customer service or contact centre operations.
• Strong people leadership skills, with experience managing managers and developing high-performing teams.
• Experience delivering measurable improvements in customer experience, service performance and operational efficiency.
• Excellent stakeholder management and communication skills, with the ability to influence at senior levels.
• Experience managing operational risk, compliance and regulatory requirements.
• A passion for continuous improvement and delivering positive business outcomes.
• The ability to lead through change and inspire teams in a fast-paced environment.

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social, and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Annual performance-based bonus
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts