Job Description

Roles & Responsibilities

Job Purpose Lead the end-to-end complaints management function for BEI and multiple regulators across Bupa Global , ensuring the delivery of consistently high standards of complaint handling and full compliance with the regulatory requirements of multiple jurisdictions and governing authorities. Provide strategic oversight of operational and regulatory risks within the Customer Relations function, implementing robust controls and effective risk mitigation measures, while ensuring timely escalation of material risks to senior stakeholders and relevant governance forums. Ensure ongoing adherence to Financial Regulatory Authority (FRA) requirements and other applicable regulatory frameworks, maintaining a strong culture of compliance, governance, and customer fairness. Oversee the production and continuous enhancement of departmental management information, regulatory reporting, and governance packs, ensuring reporting is accurate, insightful, and fit for executive and committee-level review. Drive a comprehensive complaint root cause analysis framework, identifying systemic issues and partnering with cross-functional stakeholders to implement sustainable corrective actions and deliver measurable business improvements, while embedding lessons learned into operational processes, controls, and customer outcomes. Provide expert analysis and interpretation of regulatory developments, emerging risks, and complaint trends, presenting clear recommendations and insights to senior leadership and key business stakeholders. Monitor and assess operational performance against agreed service standards, Key Performance Indicators (KPIs), and Service Level Agreements (SLAs), driving continuous improvement initiatives to enhance efficiency, quality, and customer satisfaction. Lead, coach, and develop a high-performing Complaints team, fostering a culture of accountability, continuous improvement, and customer advocacy. Ensure effective succession planning, talent development, performance management, and employee engagement, while building the capabilities required to meet evolving business, regulatory, and customer expectations. Ensure robust competency, training, and accreditation frameworks are maintained across the function, enabling the team to perform effectively within their roles and remain compliant with Bupa Global's Training & Competency requirements. Support the business in the preparation, validation, and submission of data used within regulatory reporting and statutory returns, ensuring accuracy, integrity, and compliance. Champion the delivery of an exceptional customer experience within the Customer Relations and Customer Operations functions, providing inspirational leadership to the team and fostering a culture of accountability, engagement, and service excellence. Build strong relationships with regulators, internal governance bodies, and senior business leaders, acting as a trusted advisor on complaints management, customer outcomes, regulatory compliance, and operational excellence. How you ll help us make health happen: Deliver the agreed customer service experience through: Coaching, developing and leading a highly skilled team Managing absences to the agreed standard Dealing with any performance issues Complete regular 121s with all team members Managing team performance and ensuring the agreed service experience Focus on driving the key targets meeting the quality standards for complaints handling as well as the regulatory timelines for complaints handling Ensure that resources are managed in line with the workforce plan Work closely with the Continuous Improvement Partners and other Service Managers to ensure ongoing improvement and alignment Hold regular team meetings to ensure good quality two way communication Support recruitment as required Drive the communication process with the department, including responsibility for all messages that are conveyed (content and style) Accountable for the resolution of customer related issues that are identified by your team. Responsible for identifying / removing any barriers that impacts the delivery of outstanding customer satisfaction Ensures high levels of employee engagement, measured through People Pulse (Glint Survey) scores. Understands, acts and shares survey results with the team, building relevant actions plans for improvement. Ensure there are high levels of team working and that the team is aligned and engaged with Bupa s purpose and goals Being a role model for the team demonstrating outstanding personal behaviours and performance. Being an ambassador for the function Responsible for discovering and implementing potential opportunities for improving the customer experience. Adherence to required regulatory guidelines and specifically FRA regulations Ensuring the customer is treated in a fair and consistent manner when raising a complaint with Bupa Global Ensure the team is following the complaints process and is resolving the cases satisfactorily and in accordance with FRA, FCA FSC and TCF principles or equivalent for other countries Responsible for discovering and implementing potential opportunities from the unhappy customers and other stakeholders for improving the customer experience. Role specific accountabilities This is a regulated role by the FRA who will represent Bupa in complaints disputes and any relevant regulatory activities . Accountable for design, delivery & adherence to Global regulatory complaints processes and frameworks To represent and make decisions on behalf of the Chairman, Chief Executive, General Manager, Directors and Heads of Departments in the case of correspondence and escalated complaints from customers, providers, group secretaries and brokers Develop effective complaint root cause analysis and work with senior leadership of other business areas to implement positive learning outcomes Identify operational Risks and implement mitigating controls, with appropriate risk escalation where necessary to ensure adherence to appropriate FRA and other regional regulatory requirements Review and contest (where appropriate) FRA decisions, and incorporate learning outcomes into process improvements, act as Bupa Global s focal point with the relevant regulators . To champion fair outcomes for customers, effective management of conduct risks and to promote Bupa s values and best practice in complaint handling. Management of reporting in relation to complaints for the Regulators, Compliance and wider business.

Desired Candidate Profile

Key Skills / Qualifications needed for this role: As this is a regulated role within BEI , the following skills are required : Significant people leadership and line management experience is essential in a related servicing/customer facing environment. Candidates must be able to demonstrate a successful track record of leading, developing, and inspiring teams to deliver exceptional customer, regulatory, and business outcomes. Strong performance management and mentoring capabilities. Ability to develop workforce planning strategies, resource allocation models, and capacity management plans to support business growth and regulatory requirements. Proven experience in talent management, succession planning, coaching, and performance development. Experience in managing teams while fostering an inclusive and collaborative working environment. Experience leading organizational change, transformation initiatives, and the implementation of new operating models. Ability to influence and collaborate effectively with senior executives, regulators, auditors, and external stakeholders Background in the global health insurance market, or relevant transferable skills and knowledge from other financial services industries such as Life Insurance, Retail, Commercial or Investment Banking and Wealth Management. Flexibility to work occasional bank holidays may be required to support the achievement of regulatory complaint handling SLAs Relevant qualification in complaint handling environment or regulated role or related studies is preferred Experience producing management reports, dashboards, and performance metrics. Proficiency in identifying trends and recommending service improvements. strong Stakeholder and customer relationship management skills Strong decision-making, negotiation, and conflict-resolution abilities Strong capability in performance management, including setting KPIs, conducting performance reviews, and implementing improvement plans. Experience overseeing complaint governance frameworks, regulatory reporting, and executive-level risk management. Strong understanding of conduct risk, customer fairness principles, and complaint-related regulatory obligations. Ability to translate regulatory requirements into operational processes, controls, and team objectives.