Job Description:

Service Operations Manager for our remote mental health services

Hybrid working, with a requirement to travel monthly to Salford Quays (M50 3SP)

Permanent. Full-time, 37.5 hours per week

Salary from £47,000 plus excellent Bupa benefits

We make health happen

At Bupa, we're here to help people live longer, healthier, happier lives - and make a better world. As a Service Operations Manager for our remote mental health services, you'll play a key role in delivering high-quality wellbeing support services to our customers. You'll lead operational excellence across multiple service lines, ensuring our teams are empowered to deliver care that's safe, effective and compassionate.

This role is central to our mission. You'll help shape the future of remote mental health services, driving innovation and continuous improvement while supporting our people to thrive. With no shareholders, our focus is always on our customers - and that means you'll be making a real difference every day.

Key Responsibilities

As a Service Operations Manager for our remote mental health services, you'll:

• Lead and manage service performance, ensuring clinical governance and quality standards are met

• Drive operational efficiency and continuous improvement across service lines

• Use data to inform decisions and optimise service delivery

• Manage and develop remote teams, fostering a coaching culture and high performance

• Collaborate with Resource Planning Analysts to align capacity with demand

• Ensure compliance with legal, regulatory and internal standards

• Own service incidents, complaints and risks, leading investigations and action plans

• Oversee financial performance, including billing, invoicing and cost control

• Support service growth and innovation, shaping new products and services

• Champion fair treatment of customers and inclusive practices across your teams

What We're Looking For

We're looking for someone who:

• Has experience in operational leadership within a customer-focused environment

• Has managed large remote teams and worked in healthcare settings

• Brings expertise in change management, continuous improvement and project delivery

• Understands budget management and financial performance tracking

• Is confident in stakeholder engagement across all levels

• Holds (or is working towards) a qualification in leadership or management

• Is passionate about people development and creating high-performing teams

• Communicates clearly, leads with empathy, and thrives in a fast-paced environment

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:

• 25 days holiday (pro rata if part-time), increasing through length of service, with option to buy or sell

• Bupa health insurance as a benefit in kind

• Long Service - For every milestone at Bupa we will reward you with ecards, extra holidays and money!

• Interest- free annual travel Loan to enable the purchase of public transport annual season tickets

• Wagestream - Have early access up to 40% of your earned wages within minutes

• Competitive Pension plans and Parental leave options as well as access to unique products such as our Menopause plan

• My Bupa Extras - discounts at your favourite retailers, plus a huge range of tools, content and information to support you with your wellbeing

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.

We encourage all of our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

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