Head of Remote Operations - MSK and Primary Care

Job Description:

Position: Head of Remote Operations - MSK and Primary Care

Location: Manchester or London

Working Style: Hybrid & flexible working options

Type: Permanent role

Salary: Competitive salary & benefits package

Hours: Full Time – 37.5 hours

Closing date for applications: Monday 6th January 2024

We make health happen! Bupa has set an ambition, at the heart of its strategy, to be the world’s most customer centric healthcare company. With key targets such as world leading NPS scores, and integrated digital and physical care, Bupa is transforming to fulfil its purpose of “helping people live longer, healthier, happier lives and making a better world”.

To achieve its ambition, the role of a Head of Remote Operations – MSK and Primary care is critical. The purpose of this role is to lead the development and operational delivery of remote primary care and musculoskeletal (MSK) services across Health Clinics. This position requires a leader who embodies the values of being brave, caring, and responsible.

As a leader, you will inspire and guide both clinical and operational team members, ensuring an excellent customer experience and delivering great value. You will adapt services to meet customer needs, enhancing our market position while protecting our regulatory obligations. In this role, you will play a crucial part in shaping the future of our remote services, leading with integrity and dedication to achieve outstanding results.

How you’ll help us make health happen:

1. Operations: Drive operational efficiency through effective utilisation and efficient scheduling of resources. Continually strive for profitable growth, driving innovation and keeping the customer at the centre of everything we do.
2. Strategic Leadership: Lead and manage the strategic agenda for Remote Primary Care & MSK Services, ensuring overall service delivery.
3. Stakeholder management: Work closely with the Operations Director, Sales Director, and Head of Product and Marketing to ensure that remote healthcare services opportunities are maximised, proposals for new services are fit for purpose and that new product development meets customer needs.
4. Partnership: Secure and work with external service providers to enhance and deliver Clinics products, working with the Sales teams to meet potential new clients and to promote and explain services to aid future opportunities.
5. Team Management: Directly manage service line managers, providing clear direction and promoting a high performing, aligned team.
6. Customer Experience: Use customer insights to drive service improvements and collaborate with the Medical Director for patient care enhancements.
7. Market Understanding: Stay informed about the Remote Primary Care & MSK market to optimize service quality and respond to changes.

Key Skills/Qualifications needed for this role:

1. Proven skills in qualitative and quantitative research and analysis, with the ability to independently define scope, requirements, and generate insights.
2. Ability to self-manage time to execute deliver projects.
3. Great engagement and Stakeholder management skills.
4. Ability to work in overcoming barriers with pragmatic solutions and navigating the organization under time pressure.
5. Ability to take the lead not just in the creation but also on the implementation of the management system, each new process and new tools. Leading across the organisation but especially across Operations.
6. Excellence in communication, speaking/presentation, writing and editing skills, able to coach as well as personally execute.
7. Educated to degree level or equivalent professional experience.
8. Problem Solving & Analysis: Proven skills in qualitative and quantitative research and analysis, with the ability to independently define scope, requirements, and generate insights.
9. Ability to build and maintain effective relationships through the organisation and demonstrate good influencing skills to effectively create, execute and deliver on collaborative work to ensure that agreed outcomes are met within specified timeframes.

Benefits:

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits. Joining Bupa in this role you will receive the following benefits and more:

1. 25 days holiday, increasing through length of service, with option to buy or sell
2. Bupa health insurance as a benefit in kind
3. An enhanced pension plan and life insurance
4. Free health assessment for you and your spouse
5. Target bonus of 25% based on individual and company performance
6. Company car allowance
7. Onsite gyms or local discounts where no onsite gym available
8. Various other benefits and online discounts

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.