Head of Strategic Intermediary Relationships

Job Description:

Head of Strategic Intermediary Relationships

Contract: Hybrid

Location: Flexible – all UK locations considered with travel required

Permanent

Full time

Closing date: Monday 23rd September 2024

We make health happen

Bupa is the largest provider of private medical insurance in the UK and spends circa £1.5bn pa for care provided to our members by over 1,200 hospitals and clinics. To achieve our ambition of being the world's most customer centric healthcare company we are transforming how our customers access the best care and how we support them through their care and claiming journey.

The Head of Strategic Intermediary Relationships is responsible for the strategic relationship management of a portfolio of intermediary partners and to support the retention and growth of Corporate, SMC, SME, Dental and Cash plan customers that sit with the segment portfolios. Development and overseeing a relationship management strategy for aligned Intermediaries in tiers 1-3 which maximises our profitable growth and improved margin/contribution requirements in BSP. Implementation of a robust account planning and review framework, including quarterly reviews, production of broker specific mini P&Ls which enable us to focus on areas requiring improvement.

How you’ll help us make health happen:

Commercial

• For the portfolio of intermediaries, lead the creation of strategic & operational plans to drive sales and maximise profitable growth from existing customers across all segments.
• Strategically manage a portfolio of intermediary customers building commercially successful relationships with contacts at all levels (but primarily senior level) that deliver business targets. Take the lead role for the all senior intermediary relationships
• Proactively monitor the performance of the portfolio of intermediaries with the introduction of Intermediary P&L’s whilst also focussing on sustainable volume growth
• Lead a team of Relationship Managers to ensure the delivery of growth of the all segments through new registrations and retention, revenue & contribution measured on P&L’s
• Lead the delivery of Intermediary education on total health strategy, present the full portfolio of Bupa Propositions in a seamless and integrated way to ensure knowledge remains at the optimum level
• Lead the development and implementation of short and long term (3- 5 year) strategic plans with intermediaries
• Accountability for Cross Sales product growth across UKI and Clinics, supporting specific intermediary deals (PPA’s)
• Continually identify opportunities to strengthen and optimise processes aligned to the customer journey, working with the BSP Marketing and Product and Proposition Teams (and Marketing Regulation and Compliance Teams
• Ensure legal and regulatory compliance adheres to Bupa’s Corporate and UK policies, and to internal operating procedures, ensuring that risk is managed in line within Bupa’s UK’s risk appetite. This includes considering the needs of vulnerable customers, and putting in place appropriate processes to meet their needs.
• Accountable for working with Intermediary Third Party Hub and Compliance Teams to identify, manage and mitigate conduct risks, financial crime risks, operational risks and data protection risks within BSP, Notifies risk management and other governance and oversight teams of issues and concerns. Embeds a culture of risk management within the team.
• Supports the successful outcomes of bids and tenders, using the expertise from within the wider Bupa / UKI organisation.

Culture

• Lead the function in a way that displays the highest level of integrity, honesty and good governance and commitment to the delivery of fair customer outcomes
• Model the culture and take responsibility for the maintenance and development of reputation and relationships with key stakeholders such as regulators, customers and other internal and external stakeholders
• Responsible for overseeing the adoption of a culture that prioritises good customer and regulatory outcomes
• Drive a culture of continuous improvement that constantly seeks to improve customer outcomes, eliminate waste and increase efficiency and productivity
• Work with the Products and Propositions and Marketing teams to ensure an effective and compliant approach to promotions of products including effective campaigns to promote product lines to deliver our strategy and objectives

Planning & Performance

• Responsible for the sound and prudent management of the team
• Responsible for overseeing the implementation and delivery of the plans to assist the delivery on the overall Distribution strategy and Annual Operating Plan

Leadership and People Performance

• Inspire, manage and develop leaders and team members to maximise their contribution and ensure that a robust pipeline of talent is available to meet future succession needs
• Appraise the performance of all senior team members / immediate direct reports, encourage their development and further training and act on poor performance
• Apportion responsibilities clearly to individual team members and own the deployment of effective risk management and control systems to ensure customer outcomes are achieved
• Manage staff performance, communicate objectives and monitor standards of competent behaviour enabling poor performance to be recognised and dealt with promptly.
• Implements a strong team ethic with both peers and within own team, which draws on the synergies across teams, ensuring opportunities to cross-sell and an integrated Bupa proposition are maximised.

Risk Management

• Ensure business decisions are assessed to ensure good customer and regulatory outcomes
• Ensure a robust risk management framework is in place. This includes ensuring decisions are made within delegated authorities, risk appetite and is compliant with applicable laws and regulations
• Ensure all team members have the appropriate level of competence to perform their roles effectively in a regulated environment

Key Skills / Qualifications needed for this role:

• Graduate level with relevant qualifications.
• Significant experience and proven ability to lead and manage B2B Sales / Account Management Teams in Financial Services organisation/s in a health care sector.
• Proven experience of building and maintaining strong, long lasting customer relationships and maximising business opportunities through B2B.
• Strong determined communicator and negotiator with experience of corporate level/board level selling, persuasion and negotiation
• In depth knowledge of successfully increasing revenue, profits and growth within B2B in a regulated environment such as the healthcare market.
• Track record of ‘treating customers fairly’ and delivering compliant sales within a regulatory environment is key.
• Resilience and confidence in own and Bupa’s ability to succeed
• Acts ethically and honestly in all dealing with customers and colleagues building compliance, authenticity and trust.
• Demonstrates necessary gravitas to be viewed externally as the voice of Corporate distribution in Bupa.
• Capable of representing Bupa at various external forums
• Our desire to grow in the Corporate market means that a strong leader with in-depth knowledge of the market is crucial to achieving our objectives.

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, increasing through length of service, with option to buy or sell

• Bupa health insurance as a benefit in kind

• An enhanced pension plan and life insurance

• Annual performance-based bonus

• Onsite gyms or local discounts where no onsite gym available

• Various other benefits and online discounts

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.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Time Type:

Full time

Job Area:

Business Development

Locations:

Bupa Place, Staines - Willow House