Operational Enablement Manager, Customer Referral
Melbourne, Australia
The Opportunity:
The purpose of this role is to lead a team focused on embedding effective health needs identification across Bupa’s clinical and retail frontline teams, strengthening the depth of customer relationships and driving growth in Health Insurance customer numbers.
The team ensures frontline teams clearly understand and confidently articulate how Bupa’s health insurance and health services connect, creating simple, relevant pathways that deepen customer relationships and maximise lifetime value. The role drives practical, scalable ways for customers to discover and engage with Bupa’s full health offering through referrals, proof points, training, communications, and in-store experiences, delivering measurable customer growth and retention outcomes aligned to Bupa’s strategic ambition.
What You’ll Be Doing
Here's what you can look forward to in this role:
- Lead and manage a team of Regional Partnership Managers, setting clear priorities, building capability, and ensuring consistent delivery of referral and connected care initiatives across the enterprise.
- Maximise lead conversion by identifying opportunities to improve customer pathways, referral processes, and hand-offs between Health Insurance, Health Services, and frontline teams.
- Drive continuous process improvement by analysing performance data, identifying friction points, and implementing scalable solutions that improve customer and frontline outcomes.
- Design, develop, and embed practical tools, training, and communications that enable teams across Bupa to confidently support customers in navigating Bupa’s health ecosystem.
- Design, implement, and manage incentive programs that motivate frontline teams to achieve referral, conversion, and growth targets, ensuring alignment to customer outcomes and enterprise priorities.
- Own budget management for referral, partnership, and incentive programs, ensuring effective allocation of spend and clear tracking of return on investment.
- Deliver clear, regular reporting on program performance, including lead volumes, conversion rates, incentive effectiveness, customer outcomes, and contribution to enterprise growth metrics.
- Operationalise connected care across Bupa by strengthening collaboration between clinical, retail, insurance, and service teams to deliver seamless customer experiences.
What You’ll Bring
To succeed in this role, you’ll ideally have:
- Proven experience leading multi-stream or cross portfolio programs in large, complex organisations.
- Demonstrated commercial acumen, including benefits tracking, KPI design and scenario modelling.
- Experience operating across Product, Digital, Data, Risk, Legal and Finance functions.
- Exceptional written and verbal communication skills, with experience preparing executive ready materials.
- Experience in health, insurance or regulated industries (advantageous).
- Tertiary qualifications in Business, Commerce, Marketing, or related discipline preferred.
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.
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