Operations Team Leader – Corporate Partnership Services

The purpose of this job

As the Operations Team Leader – Corporate Partnership Services, you will lead and develop a team of approximately 10–20 people, taking ownership of the day-to-day performance, service delivery and operational effectiveness of our Corporate Partnerships back-office operations.

This is a hands-on leadership role requiring a strong people leader who can inspire, coach and develop their team while driving a high-performance culture focused on accountability, collaboration and exceptional customer outcomes.

You will be responsible for managing the end-to-end operational experience within your team's remit, ensuring work is delivered accurately, efficiently and within agreed service expectations. Using data and operational insights, you will actively manage workload, capacity, productivity, quality and service levels, identifying opportunities to improve performance and address emerging challenges.

Working closely with onshore and offshore colleagues and key business stakeholders, you will drive operational consistency, strengthen processes and champion continuous improvement to ensure we deliver the best possible experience for our customers and corporate partners.

This role is based in Melbourne, with hybrid working arrangements.

What you'll need to make it possible

• 3–5+ years' experience leading and developing teams in a complex operational or customer service environment.
• A genuine passion for people leadership, with the ability to inspire, coach, motivate and develop individuals to achieve their potential.
• Strong operational management capability, including service delivery, productivity, quality, workforce planning and performance management.
• Proven ability to build a high-performance culture through clear expectations, accountability and effective coaching.
• A data-driven approach, with the ability to translate operational insights into meaningful actions and improved business outcomes.
• Experience driving process improvement, root cause analysis, operational efficiency and standardisation.
• Understanding of operational risk, controls and compliance obligations.
• Strong stakeholder management and communication skills, with the ability to collaborate across onshore and offshore teams.
• Resilience, adaptability and sound judgement, with the ability to manage competing priorities in a changing environment.

What you'll be doing in this role:

People Leadership and Performance

• Lead, coach and develop a team of approximately 10–20 people, creating an engaged, accountable and high-performing team.
• Establish clear performance expectations and actively manage individual and team performance through regular coaching and feedback.
• Use performance data and quality insights to identify capability gaps, address performance challenges and recognise success.
• Build a positive team culture focused on collaboration, continuous improvement and customer outcomes.
• Develop team capability and create opportunities for ongoing learning and growth.

Operational Leadership and Business Performance

• Take ownership of day-to-day operational performance and service delivery across Corporate Partnerships back-office operations.
• Deliver agreed service levels, productivity, quality and operational targets.
• Maintain a strong understanding of workloads, capacity and business priorities, adjusting resources and priorities as required.
• Use active operations management methodology to monitor performance, identify trends and drive timely interventions.
• Proactively identify service and capacity risks and implement recovery plans to protect customer and business outcomes.
• Balance operational efficiency with accuracy, quality, compliance and customer experience.

Operational Excellence and Continuous Improvement

• Maintain strong process discipline, ensuring teams follow documented procedures, controls and agreed ways of working.
• Develop a strong understanding of team processes and maintain the required AOM Certification.
• Identify inefficiencies, bottlenecks and recurring issues, driving improvements through root cause analysis.
• Identify opportunities to simplify, standardise and automate processes.
• Lead the implementation of process changes, ensuring teams are appropriately trained and supported.

Collaboration and Stakeholder Management

• Build strong relationships with onshore and offshore teams to deliver consistent service levels and seamless operations.
• Partner with stakeholders across Quality, Technology, Product and Partnerships, People and Automation teams to resolve challenges and improve outcomes.
• Identify customer and partner pain points and work collaboratively to address underlying operational issues.
• Contribute to broader Operations initiatives, sharing insights and best practices to improve business performance.

Why you'll love it?

At Bupa, you'll have the opportunity to make a real difference by developing great people, improving the way we work and delivering better experiences for our customers and corporate partners.

We support our people to be the healthiest and happiest versions of themselves.

If this sounds exciting, we'd love to hear from you. Let's shape the future of healthcare, together.

At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.

We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.

We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you'd like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.