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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading large-scale customer service operations, focusing on continuous improvement, operational efficiency, and compliance. Proven ability to develop high-performing teams and drive positive business outcomes through effective stakeholder management and communication.
Highest-signal resume keywords
Customer Service LeadershipOperational Efficiency ImprovementStakeholder ManagementCompliance ManagementTeam Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational PlanningProcess ImprovementRisk ManagementGovernance StandardsHealthcare Proposition Development
Soft Skills
People LeadershipCommunication SkillsChange ManagementInfluencing SkillsEngagement
Industry Keywords
Customer ExperienceContact Centre OperationsHealthcare Benefits ManagementContinuous ImprovementPerformance Metrics
About the role
Key responsibilities & impact- Lead and inspire a multi-site customer service operation of around 400 FTE
- Champion outstanding customer experiences, driving first-contact resolution and removing barriers for customers
- Develop and deliver operational plans supporting strategic business objectives
- Partner closely with Healthcare Benefits Management and key stakeholders across the business
- Lead, coach and develop first- and second-line leaders to achieve high performance
- Drive continuous improvement initiatives enhancing customer outcomes and operational efficiency
- Ensure quality, risk, governance and compliance standards are consistently met
- Identify opportunities to reduce costs through process improvements and operating model enhancements
- Support implementation of business change and healthcare proposition developments
- Create an engaging and high-performing culture aligned with Bupa's values and strategy
Requirements
What you’ll need- Significant experience leading large-scale customer service or contact centre operations
- Strong people leadership skills, with experience managing managers and developing high-performing teams
- Experience delivering measurable improvements in customer experience, service performance and operational efficiency
- Excellent stakeholder management and communication skills, with the ability to influence at senior levels
- Experience managing operational risk, compliance and regulatory requirements
- A passion for continuous improvement and delivering positive business outcomes
- The ability to lead through change and inspire teams in a fast-paced environment
Benefits
Comp & perks- 25 days holiday, increasing through length of service, with option to buy or sell
- Bupa health insurance as a benefit in kind
- An enhanced pension plan and life insurance
- Annual performance-based bonus
- Onsite gyms or local discounts where no onsite gym available
- Various other benefits and online discounts
- Flexible working
- Family friendly benefits
- Viva global wellbeing programme covering mental, physical, financial, social, and environmental wellbeing