Manager Operations Governance

Manager Operations and Governance 

The Operations and Governance Manager is responsible for leading the operational delivery and governance of 1:1 member communication both via Customer Communications Management (CCM) campaigns and via external mail house services. The role ensures the successful end-to-end execution of high-volume, business critical service and compliance communications, including Annual Rate Review communications, Annual Tax Statements, regulatory and compliance communications, customer remediations, and migration programs, delivering accurate, timely and customer-focused outcomes.

The role provides strong operational governance and leadership to ensure customer communications are delivered in line with regulatory obligations, service level agreements and enterprise risk standards. This includes oversight of Material Service Provider (MSP) performance, effective management of risks, issues and defects, and ensuring robust controls, compliance and continuous improvement across the customer communications function.

This role includes (but is not limited) to:

• Lead the operational management of customer communications delivery, establishing efficient, scalable and measurable ways of working.
•  Drive continuous improvement initiatives that simplify processes, reduce cost and improve quality, speed to market and customer experience. 
• Champion operational excellence through automation, standardisation and optimisation of communication delivery across channels 
• Shape and support the evolution of Customer Communications capabilities, ensuring platforms, processes and governance enable personalised, data-driven and omnichannel communications. 
• Partner with Product Delivery, Go-To-Market, and other internal teams to deliver Annual Rate Review, Tax communications and other business critical campaigns on time and on budget, whilst managing risk and project uncertainties. 
• Promote the adoption of modern communication delivery patterns, inclusive of managing legacy migrations to these patterns.
• Drive innovation by evaluating and implementing new tools, capabilities and practices that improve communication effectiveness and operational efficiency. 
• Establish and maintain governance frameworks that ensure compliance communications meet regulatory, legal, privacy and brand requirements. 
• Manage controls that support consistent, compliant and high-quality communications. 
• Monitor operational risk, manage issues proactively and ensure appropriate assurance, audit readiness and reporting. 

What You’ll Bring

We’re looking for someone who embraces continuous learning, thrives on new challenges, and is passionate about empowering others while driving positive change in a fast-paced, collaborative environment.

To succeed in this role, you’ll ideally have:

• Relevant tertiary qualification in Business, Communications, Marketing, Technology, Operations, or a related discipline, or equivalent professional experience. 
• Essential: Experience leading operations, governance or business transformation within a large, complex organisation, ideally in customer communications, marketing operations or a related function. 
• Essential: Demonstrated capability in Customer Communications Management (CCM), operational governance, process improvement and embedding efficient, scalable ways of working.
•  Essential: Proven experience managing customer communications across email, SMS and direct mail, with working knowledge of digital channels including web/in-app tiles and push notifications.
•  Essential: Experience leading cross-functional initiatives in campaign delivery, influencing senior stakeholders and delivering change across business and technology teams.
•  Essential: Strong analytical and problem-solving skills, with the ability to use data and insights to inform decision-making and drive continuous improvement.
• Desirable: Experience with Customer Communications Management and MarTech platforms (such as Quadient Inspire, Smart Communications, Adobe Experience Manager, Salesforce Marketing Cloud or similar), workflow automation and digital communication technologies.
•  Desirable: Experience managing strategic vendor and supplier relationships, including print and mail service providers, technology partners and outsourced service delivery. 
• Knowledge of regulatory, privacy and risk management requirements relating to customer communications within a highly regulated industry is desirable.

What’s in it for you

Here at Bupa your wellbeing, identity, and personal story are respected and valued. We are committed to building diverse teams that are reflective of the communities we serve and fostering a fair and inclusive workplace free from discrimination, bullying and harassment. 

We encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants and are dedicated to removing barriers to participation.