Customer Promises and Content Governance Manager

Customer Promises & Content Governance Manager

The Customer Promises & Content Governance Manager will play a critical role in leading the transformation of customer promises and content governance into a single, system-enabled, enterprise framework with clear accountability and effective remediation.

Operating within a highly regulated APRA environment, the role is accountable for improving product confidence through end-to-end ownership of customer promise and content requirements, ensuring they are accurately defined, governed and consistently delivered in line with product intent and regulatory obligations.

This role includes (but is not limited) to:

• Consolidate Customer Promises and Content Governance into an integrated, enterprise framework, with fit-for-purpose tooling to enable tracking and assurance of customer representations.
• Establish and drive governance, ownership and delivery accountability across the program, including mapping end-to-end fulfilment processes to accountable business owners.
• Identify trade-offs, risks and dependencies to maximise speed of delivery.
• Partner with business, risk and governance stakeholders to embed sustainable controls and oversight in line with Line 2 Risk & Compliance expectations.
• Develop and implement processes for the timely detection, reporting and escalation of customer promise and content-related issues, ensuring alignment to incident management frameworks and governance pathways.
• Ensure all customer promise and content-related risks, issues and actions are captured and maintained in appropriate governance systems, supporting a single source of truth and timely remediation.  

What You’ll Bring

We’re looking for someone who’s passionate about helping others and thrives in a fast-paced, people-focused environment.

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

• Demonstrated experience in a similar role in a large, complex or regulated organisation, with a strong understanding of operating in an APRA-regulated or financial services environment.
• Significant experience working in governance, risk, compliance, assurance or remediation programs, ideally within health insurance or broader financial services.
• Experience in management consulting, strategy or transformation roles is preferred.
• Strong project and delivery capability, with a proven ability to lead cross-functional initiatives across multiple stakeholders.
• Proven ability to design and implement frameworks, processes, controls and operating models.
• Experience implementing systems or tools to support workflow, tracking and assurance.
• Strong written and verbal communication skills, with the ability to translate complex issues into clear, actionable insights for senior stakeholders
• Strong analytical and problem-solving skills, with a focus on identifying root causes and driving sustainable solutions.  

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.