Skip to main content

Senior Operations Manager Claims

Brisbane, Australia

Apply
Posted 04/06/2025 Job Number 51093 Work type Permanent - Full Time Posting End Date 02/07/2025
  • 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. 
  • 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 
  • 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.

Apply

Customer care during COVID

When COVID-19 hit we knew we had a responsibility to care for our customers by putting them at the heart of our decisions.

For this reason, in April 2020 our Health Insurance team invested over $50M and created the hardship team to support our customers when they most needed it.

Celebrate Wear it Purple Day and be the change

Wear it Purple was started to raise awareness of the discrimination faced by LGBTIQ+ youth, and the higher levels of suicide, depression and anxiety they experience as a result.

Read more

Forbes ranks Bupa one of the world’s best employers

Bupa has been ranked one of the world's best employers in Forbes' annual 'World's Best Employers' survey.

Read more

Thank you aged care workers

Today is ‘Aged Care Employee Day’, and there’s never been a more important time to thank aged care workers.

Read more

Ban the asterisk

Our customers have told us that our products can be confusing and complex when we add an asterisk (*) with fine print in our policies. To respond to our customers’ needs, in 2020 the Product Deisgn Squad was created to make our products simpler, more relecant and personalised. Here’s how putting our customers at the heart of everything helped the team ban the *.

Job Alerts

Don’t see a role that’s right for you? You can sign up for our job alerts and we’ll make sure to let you know when the right one comes up.

Job alerts

We're always looking for talented individuals. Make sure you sign up for job alerts so you can bring your difference to make the difference.

Interested InSelect options from the fields below and click “Add” to customise what jobs you would like to be notified about.

  • Business Operations Delivery, Brisbane, Queensland, AustraliaRemove

Join Our Talent Community

Looking to shape a brighter future for everyone? Sign up to our talent community and be the first to learn about new roles.

Join Now