Operational Senior Manager, Customer Services (Multi-Site)

Bupa; Staines-upon-Thames; Hybrid; GBP 53,000 - 64,000; Full time

Benefits offered by this job

25 days holiday

Bupa health insurance

Enhanced pension plan

Annual performance-based bonus

Onsite gyms or local discounts

Various other benefits and online-disr

Job summary

Bupa is seeking an experienced Operational Senior Manager Customer Services to lead a large multi-site team in a hybrid working model. You will drive customer experiences, set operational plans, and collaborate with key stakeholders to deliver strategic outcomes.

The role focuses on developing leaders, improving service performance, and ensuring governance and compliance across the operation. Excellent communication and change leadership are essential.

Qualifications

• We are seeking an experienced operational leader who can run large-scale customer service or contact centre operations.
• Strong people leadership experience managing managers and building high-performing teams.
• Record of measurable improvements in customer experience, service performance, and efficiency.
• Excellent stakeholder management and communication, with senior-level influence.
• Experience handling operational risk, compliance, and regulatory requirements.
• Passion for continuous improvement and delivering positive outcomes.
• The ability to lead through change in a fast-paced environment.

Responsibilities

• Lead a multi-site customer service operation of around 400 FTE.
• Champion outstanding customer experiences and first-contact resolution.
• Develop and deliver operational plans aligned with strategic objectives.
• Partner with Healthcare Benefits Management and key stakeholders.
• Lead, coach and develop first and second-line leaders.
• Drive continuous improvement to enhance outcomes and efficiency.
• Ensure quality, risk, governance and compliance standards are met.
• Identify cost-reduction opportunities via process improvements.
• Support business change and healthcare proposition developments.
• Create an engaging, high-performing culture aligned with values.

Skills

Large-scale CS operations

People leadership

Customer experience improvements

Stakeholder management

Regulatory & risk management

Process improvement

Change leadership

Job description

Bupa is seeking an experienced Operational Senior Manager Customer Services to lead a large multi-site team in a hybrid working model. You will drive customer experiences, set operational plans, and collaborate with key stakeholders to deliver strategic outcomes.

The role focuses on developing leaders, improving service performance, and ensuring governance and compliance across the operation. Excellent communication and change leadership are essential.