Quality Manager

• Permanent, Full-Time position
• Melbourne, Sydney, Brisbane or Adelaide
• Hybrid working arrangements. Compressed 9 day fortnight available

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.

The purpose of this job

As our Quality Manager, you'll play a pivotal role in driving excellence across customer interactions, operational processes, and compliance outcomes. Leading teams nationally, you'll champion a culture of quality, ensuring our programs, frameworks, and practices not only meet regulatory requirements but continually raise the bar for performance and customer experience.

Partnering with leaders across Operations and Enablement, Health and Care Management, Retail, Technology, Risk and Compliance, and other key business areas, you'll build strong relationships to influence change, identify improvement opportunities, and embed best-practice quality and compliance standards.

Working at the heart of the business, you'll translate strategy into action, delivering quality and compliance programs that support our operational goals and create better outcomes for our customers and people.

What You'll Be Responsible For

The Quality Manager is ultimately accountable for:

• Managing the Process Assurance and Customer Impact (production) reports of processes across customer facing teams; ensuring operational leaders have timely reporting and useful insights to adequately coach, mentor, support and manage their teams to achieve their operational performance targets
• The maintenance, improvement of and re-alignment of customer-centric operational practices. The scope of this role is inclusive of the maintenance and updating of operational practices for all teams. These operational practices ensure consistent outcomes for customers, directly drive customer advocacy through processes that drive down effort, confusion, and cost to serve for our customers and Bupa
• The management of the Quality Team which is comprised of Senior Operations Specialists and Operations Specialists

Broadly speaking this role will have accountability for the delivery of:

1. Quality Assurance methodology and program; HI O&E internal ‘QA’ program - a key insight and driver for operational leaders to drive improvement and ensure delivery of customer and corporate objective
2. Accountable for driving continuous improvement opportunities within HI O&E – having a relentless focus on driving key outcomes of customer-centric design, repeatable outcomes Demonstrable increases in Customer Advocacy through best practice design and implementation
3. Delivery of reduction to cost to serve through lean, single step operational practices
4. Support a framework to manage UAT demand within the HI O&E space to ensure success of technology implementation and reduce risk to the business.

What you’ll need to make it possible

• Extensive experience and/or knowledge of Quality Management Systems and Methodologies
• Extensive experience in operational areas (Contact Centre, Digital, Back Office or a combination thereof), metrics and pressures
• Extensive relevant experience in projects or operations related roles
• Extensive knowledge of operational systems, technology, forecasting, reporting and real-time management
• Demonstrated experience in managing a team of direct reports, with experience managing teams remotely an advantage
• Confidence to drive, make decisions and act autonomously
• Ability to analyse complex business processes, articulate issues constructively, communicate complex issues in a simple and relevant manner and make recommendations to facilitate and drive desired business outcomes
• Demonstrated ability to work in a fast paced, and demanding environment

Why you’ll love it?

At Bupa, our purpose is to help people live longer, healthier, happier lives and make a better world, and we know this starts with delivering our purpose for our people.   

Our wellbeing program Viva has been designed to help you to live a healthy and happy life. It includes access to health & general insurance discounts, information and education sessions, and preventative healthcare screening such as annual health assessments and skin checks. Through Viva you have access to a range of benefits that will help you to maintain your physical, mental, social, digital, environmental and financial wellbeing. As well as a competitive salary, a range of Bupa benefits and flexible working, you’ll be challenged and encouraged to innovate. 

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.