About the Role

We’re seeking a dynamic leader to drive improved employee and customer outcomes in a fast-paced Contact Centre environment. In this role, you’ll be key to developing a high-performing coaching community and supporting a seamless employee support model. As part of the Contact Centre Leadership team, you will work to help us achieve our ambition of being the world’s most customer-centric health insurance company, while delivering outstanding results for both customers and employees.

You’ll lead efforts in managing performance and change support capabilities across the centre, focusing on both employee development and customer satisfaction. This position requires a strong background in Change Management, as there will be a regular pipeline of change initiatives. We’re also looking for someone with a growth and change mindset to help drive continuous improvement and transformation within the team.

Key Responsibilities

• Lead and develop a people coaching strategy to engage teams, drive exceptional customer experiences, and deliver commercial outcomes.
• Champion a unified Conversation Framework to balance growth, retention, and customer satisfaction goals.
• Use data and insights to identify areas for improvement and refine focus efforts.
• Partner with leaders and learning teams to deliver coaching, development opportunities, and future learning insights.
• Drive the creation of a robust remote support model that informs ongoing training and development needs.
• Streamline Case Management practices to enhance both customer and employee experiences.
• Monitor NPS and Micro Moment experiences, addressing pain points for optimal service delivery.
• Collaborate with managers to identify coaching focuses that enhance agent performance and product confidence.
• Foster a high-performing team culture through clear goal-setting, coaching, feedback, and accountability.
• Provide thought leadership on coaching, people development, and customer experience, ensuring alignment with business goals.
• Drive continuous improvement through Agile methodologies and change management strategies.

About You

To thrive in this role, you’ll bring:

• 3-5 years’ experience in a similar role, ideally within a Contact Centre or large operations environment
• Change Management and Project Management experience, with the ability to drive performance through periods of change and uncertainty.
• Tertiary qualifications in business or a related field, with a Cert IV in Workplace Training & Assessment (desirable)
• A coaching certification (desirable) and proven experience proactively uplifting performance
• A strong understanding of adult learning modalities and a keen interest in coaching individuals to maximize their performance under pressure.
• An Agile mindset, with the ability to adapt and manage continuous improvement initiatives.
• A background in risk management and compliance, with experience in managing controls to ensure operational safety.
• Exceptional communication, coordination, and influencing skills to lead teams through change.

Why Join Us:

When you become a part of the Bupa team, you're joining a company that values innovation, collaboration, and making a positive impact on people's lives. We offer a supportive and dynamic work environment that encourages your professional growth and development.

If you're ready to lead change, drive customer retention, and contribute to Bupa's success, we want to hear from you! Apply now and be a part of our journey towards delivering exceptional customer experiences.

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.