Process and Change Lead
Melbourne, Australia
At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.
We’re a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Healthcare is changing, and so are we. We’re investing in more clinics, better systems and smarter, more connected ways to help our customers. As we continue to expand our services and invest in innovation, you’ll help create a healthcare system that meets people where they are, responds to what they need and leaves them better than before.
Here, your work has purpose, your voice matters and your future is full of possibility. Just imagine the impact you could make.
We’re on the lookout for a passionate and experienced Process and Change Lead to join Bupa’s Health Services team. In this pivotal role, you’ll work closely with the Head of Customer Experience & be accountable for maintaining and embedding our in-house quality management system across Health Services. If you're driven by purpose and thrive in a collaborative, values-led environment, this could be your next big move!
The purpose of this job is…..
The Process & Change Lead is responsible for creating and managing the roadmap that brings together all the key elements of how we work — including key customer milestones, business processes, procedures, work instructions, risk controls, and APAC policies.
A core focus of this role is driving process improvement across the business. This includes understanding our current processes, identifying gaps or inefficiencies, and designing better, simpler, and more customer‑focused ways of working.
The role supports the Health Services Quality Management System by ensuring our processes are consistent, well‑managed, and continually improving. It also plays a key part in supporting change across the organisation so that new ways of working are adopted smoothly and sustainably.
Responsibilities include:
- Lead the identification, mapping, and improvement of key business processes, ensuring they protect financial outcomes, enhance customer experience, safeguard reputation, and meet compliance, risk, and control requirements.
- Drive standardisation and simplification by supporting stakeholders to leverage common processes, systems, and capabilities across Health Services to enable continuous improvement.
- Influence and guide teams to evolve their ways of working including processes, procedures, work instructions, risk controls, and supporting documentation, to deliver more consistent, efficient, and customer centred outcomes.
- Ensure a clear and fit for purpose Process Classification Framework is in place to support a consistent approach to process management and enable quality execution at scale.
- Partner with transformation/change, risk, and operational teams to ensure process updates are well governed, communicated, and embedded within business operations.
- Support reporting for Risk & Governance Committees, Executive and Board as required
Experience:
- Tertiary qualifications in business, risk management, or a related discipline
- Experience in risk management and / or quality management roles in large organisations in health care, insurance, and / or financial services
- Significant experience to influence and drive change across peers, broader business stakeholders from a variety of divisional/functional backgrounds.
- Strong interpersonal, communication and negotiation skills, that has ability to work in a fast-moving collaborative culture with emphasis on achieving results and successful outcomes through consultation and collaboration.
- Significant experience in leading the facilitation of presentations and workshops with senior stakeholders.
- Strong project management skills with experience working across strategy and delivery
- Proven ability to create and deliver roadmaps and change plans, and process optimisation
- A deep understanding of external best practice and a desire to stay highly connected with external best practice - both from similar and other industries
- This is a Security Cleared Position. The occupant must be an Australian Citizen and must be eligible to obtain and uphold a Baseline Security Clearance.
Why you’ll love it?
We support our people to be the healthiest and happiest versions of themselves.
If this role 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.
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