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:
1. Lead and manage service performance, ensuring clinical governance and quality standards are met
2. Drive operational efficiency and continuous improvement across service lines
3. Use data to inform decisions and optimise service delivery
4. Manage and develop remote teams, fostering a coaching culture and high performance
5. Collaborate with Resource Planning Analysts to align capacity with demand
6. Ensure compliance with legal, regulatory and internal standards
7. Own service incidents, complaints and risks, leading investigations and action plans
8. Oversee financial performance, including billing, invoicing and cost control
9. Support service growth and innovation, shaping new products and services
10. Champion fair treatment of customers and inclusive practices across your teams
What We’re Looking For
We’re looking for someone who:
11. Has experience in operational leadership within a customer-focused environment
12. Has managed large remote teams and worked in healthcare settings
13. Brings expertise in change management, continuous improvement and project delivery
14. Understands budget management and financial performance tracking
15. Is confident in stakeholder engagement across all levels
16. Holds (or is working towards) a qualification in leadership or management
17. Is passionate about people development and creating high-performing teams
18. 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:
19. 25 days holiday (pro rata if part-time), increasing through length of service, with option to buy or sell
20. Bupa health insurance as a benefit in kind
21. Long Service - For every milestone at Bupa we will reward you with ecards, extra holidays and money!
22. Interest- free annual travel Loan to enable the purchase of public transport annual season tickets
23. Wagestream - Have early access up to 40% of your earned wages within minutes
24. Competitive Pension plans and Parental leave options as well as access to unique products such as our Menopause plan
25. 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.