Provide accurate and timely data, analysis and insight to optimise and improve the delivery to customers throughout Bupa Global Services.
Monitor service performance, analyse historical data and forecast variances to identify improvement opportunities.
Supply operational performance data and insights to operational managers to support them to achieve and improve service levels.
Own & maintain a number of statistical models for the planning of capacity & resources
Conduct detailed root cause analysis of customer complaints, and other customer feedback sources, identifying trends and areas for improvement to reduce complaints.
To consult with the business to share best practice use of MI & analytics
Maintaining existing suite of reports using SSIS, SSRS and SQL, making amends, updates & additions based on stakeholder requirements
Creating new reports from existing data within the database, joining multiple tables and/or data sources, publishing these reports using SSRS to the reporting self-service portal
Integrating new data into existing data tables from external sources such as new telephony platforms, newly implemented QA tools and/or email clients
Automating extraction, transfer & loading processes, pulling data from multiple sources into the MI database
Troubleshooting errors and investigating MI inaccuracies, validating data and reconciling data sets
Working with Bupa IT Data Security Team to deliver the migration of the existing MI database onto a new server hosted externally, ensuring no loss of service to the business through rigorous UAT testing
Using SQL to extract raw data from the database, joining multiple tables from which to deep dive into the data, visualise the data and create ad hoc reporting
The Ideal Candidate
Proven track record in carrying out detailed data analysis and MI reporting in a customer facing commercial environment
Deep experience and knowledge of using a range of systems to gather and report on information, with strong preference for the following:
- Expert in SSIS, SSRS and SQL
- Database management including ETL, data migration & server relocation
- Data visualisation skills preferred, such as PowerBI or Tableau
- Exceptional stakeholder management, self management and productivity required, needing to work at pace to tight deadlines with minimal input or management
- Experience using SAS preferred
About the Company
Bupa’s purpose is longer, healthier, happier lives.
As a leading global health and care company, we offer health insurance, medical subscription and other health and care funding products; we run care homes, retirement and care villages, primary care, diagnostic and wellness centres, hospitals and dental clinics. We also provide workplace health services, home healthcare, health assessments and long-term condition management services. We have 32M customers globally. With no shareholders, we invest our profits to provide more and better healthcare and fulfil our purpose. We employ 84,000 people, principally in the UK, Australia, Spain, Poland, New Zealand and Chile, as well as Saudi Arabia, Hong Kong, India, Thailand, and the USA.
We have grown significantly, particularly through 2013 to 2015, when we accelerated execution of our strategic vision. We are similar in revenue and profit to Marks & Spencer, and larger than Heinz in revenue. Because Bupa does not have shareholders it does not have a listing, but if it did it would be in the FTSE 100. Bupa is not a mutual or a charity but a company limited by guarantee that seeks to maximise its profits in order to fulfil its purpose. With customers in virtually every country in the world and 70% of its revenues now generated outside the UK, Bupa is a truly international organisation.
Bupa believes that the growth and performance of our leaders and our people is the single biggest pathway to fulfilling our purpose (longer, healthier, happier lives) and delivering Bupa's strategic priorities. We have a leadership framework called “Bupa Leaders Are” which sets out what great leadership looks like at Bupa. Leaders are called upon to grow themselves, to grow others, to grow the business, and fulfil our purpose: longer, healthier, happier, lives. We are looking for individuals who are capable of delivering extraordinary business outcomes.
Bupa’s International Markets (IM) unit has 16 million customers across all continents around the world. It manages a portfolio of businesses, including a large international health insurance, travel insurance and medical assistance business called Bupa Global, as well as established domestic health insurance businesses in Hong Kong and Thailand, two associate health insurance companies in Saudi Arabia (26.25% Bupa ownership) and India (49% Bupa ownership), and Hong Kong’s largest private clinic network.
Bupa Global provides products and services worldwide to people who want access to premium health and care at home or as they study, live, travel or work abroad. We provide international health insurance, travel insurance and medical assistance to individuals, small businesses and global corporate customers all around the world.
Bupa Global has over 1,800 employees and has offices in London and Brighton (UK), Miami (USA), Copenhagen (Denmark), Hong Kong (Greater China), and Dubai (UAE), as well as in Egypt, Mexico, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador. Bupa Global is currently organised around five regional hubs: Bupa Global Africa, India & Middle East; Bupa Global Greater China; Bupa Global Latin America; Bupa Global North America and Bupa Global Europe.
Timescales for reviewing applications will differ between regions, but you will always receive a response to your application. The recruitment process itself will vary per role and region, but you will be updated along the way via phone and email (so please look out for these!). To view what stage of the process your application is currently at, you can also log in and view your dashboard.
If you are invited to an interview, a member of the resourcing team will be able to advise you on what to expect. This will vary in region, but will likely include an initial phone or digital interview, followed by one or more of the following depending on the role: Core capability interview; Technical/function specific interview; Online profiling assessment; Presentation, written task, role play; Assessment centre.
If your application is successful and you’re invited to join the team, the resourcing team will guide you through your on boarding journey.
Should you require any reasonable adjustments to be made or facilities provided to enable you to attend an interview, please do not hesitate to contact us prior to the interview at email@example.com, so we can make adjustments accordingly.