Complaints Operations Manager

Posted 03/07/2026 Job Number 62679 Work type Permanent - Full Time Posting End Date 17/07/2026

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 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 is…..

This role reports to the Senior Manager, Complaints Optimisation, and plays a key part in strengthening governance, risk management, and execution discipline across the Customer Advocacy & Assurance function.

It provides structured oversight of complaints handling, quality assurance frameworks, delegation frameworks, and supporting IMS processes, ensuring alignment with Bupa policies, regulatory requirements and industry standards.

Acting as an execution lead, the role establishes and maintains a consistent operating rhythm for desktop reviews, spot checks and assurance activities, driving a strong risk culture, effective management oversight and continuous improvement.

Key responsibilities include:

Act as the execution manager and risk champion within Customer Advocacy & Assurance, representing the function across impact assessments, working groups, and enterprise initiatives

Closely support and collaborate with the Senior Manager Complaints Optimisation, Senior Manager Customer Relations, General Manager Customer Advocacy & Complaints and the Head of Quality, Compliance & Workflow

Provide governance oversight of complaints frameworks, IMS processes, and delegations framework, ensuring alignment to policy and regulatory standards

Lead continuous improvement of complaints processes, identifying issues through ongoing assurance and embedding sustainable improvements

Deliver end-to-end risk and control support, including RCSAs, control testing, KRI monitoring, ex gratia reporting, and remediation tracking

Conduct ongoing assurance reviews across complaints handling and quality assurance frameworks, driving a steady pipeline of findings and actions

Establish and maintain strong operating rhythm across reviews, reporting, and governance forums, ensuring no gaps in oversight or execution

Prepare and deliver clear, actionable reporting for senior stakeholders

Partner with process owners and central teams to embed governance, uplift capability, and ensure consistent, high-quality customer outcomes

What you’ll need to make it possible

Proven ability to confidently engage, influence and present to senior stakeholders, including risk leaders and ELT

Strong understanding of risk management principles, with practical experience or working familiarity preferred

Experience using risk systems and tools (e.g. Protecht, ServiceNow/360 or similar platforms)

Demonstrated experience operating in complex, multi-stakeholder environments, with strong stakeholder management skills

Knowledge of complaints management frameworks, regulatory requirements and industry standards (desirable)

Experience designing, implementing or improving complaints management processes or programs (preferred)

Strong commercial acumen with the ability to balance multiple priorities and make sound, risk-informed decisions

Highly execution-focused, with a track record of delivering outcomes proactively and driving continuous improvement

Excellent problem-solving, communication and influencing skills, with the ability to translate insights into action

Customer-centric mindset, with a passion for fair outcomes and improving customer experience

Why you’ll love it?

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

This is a highly visible and impactful role where you’ll work closely with senior leaders and be the voice of the function across key forums and initiatives. You’ll have real ownership, driving execution, shaping governance and influencing how complaints, risk and assurance are managed end to end. With a strong mix of strategy and hands-on delivery, the role offers constant variety. It’s a great opportunity for someone who enjoys solving complex problems and wants to make a meaningful difference to customer outcomes while building valuable experience in risk and governance.

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.