Job Description:

Customer IT Assurance Manager

Location: Flexible – Staines (TW18 3DZ), London (EC2R 7HJ) or Leeds (LS5 3BF)

Flexible / Hybrid working.

Permanent

£70,000 - £80,000 (Neg depending on experience & location)

Role specific benefits: 10% Bonus (Company & Performance related)

Full time – 37.5 hours per week

We make health happen

At Bupa, we’re passionate about technology. With colleagues, customers, patients and residents in mind you’ll have the opportunity to work on innovative projects and make a real impact on their lives.

Right from the start you’ll become part of our digital strategy, joining us on our journey and developing yourself along the way.

Role Overview

The Customer IT Assurance Manager is a key member of the Technology External Assurance (TEA) function reporting directly to the Head of External Assurance. The purpose of this role is to successfully enable operation of the TEA function focused on Customer IT Assurance with the execution and management of activities including bids & tenders, contract reviews, due diligence, audits, findings, to deliver the expectations of BGIUK’s customers aligned to defined SLAs and deadlines.

The role holder will also identify and deliver enhancements to TEA operations and evolving customer expectations are maintained including partnering with other functions, within IT, Commercial, Legal, Data Privacy and the wider business.  Additionally, the role holder will provide surge support with the execution and management of Supplier assurance activities.

The role holder will be expected to take an active part in the operation of the function by overseeing the activities of other members of the team and deputising for the Head of External Assurance as required.

How you’ll help us make health happen:

• Execute and oversee the delivery of end to end customer IT assurance both as part of the onboarding and ongoing processes aligned to defined SLAs, including responding to questions, providing documentation and managing follow-up queries, aligned to both Bupa and customer expectations.

• Support Commercial and Tender teams with the IT component of Bupa’s new business opportunities including questionnaires, presentations and customer calls.

• Execute and oversee the end to end delivery of the IT components of customers audits, including planning, scoping, preparation, documentation, delivery and follow-up; in direct partnership with customers and internal Commercial teams.

• Liaise with subject matter experts to ensure information is gathered in a timely manner to ensure customer requests are correctly responded to and protect Bupa.

• Reviewing and negotiating customer contractual IT agreements and clauses to ensure that customers expectations can be fully met and align to Bupa’s services.

• Oversee the delivery of TEA function including delivery of metrics and reporting; execution of quality assurance to Bupa standards; and effective work planning / allocation / prioritisation.

• Develop and maintain customer-based content to improve the ongoing operation and delivery of customer IT due diligence, including internal knowledge base, whitepapers and product sheets.

• Work with the Commercial, Technology and Legal functions to ensure appropriate clauses, controls and risk mitigations are in place to meet both customer’s expectations and protect Bupa during contract negotiations, due diligence, and audits.

• Identify and ensure effective and timely delivery of enhancements to operations based on industry trends; evolving customer expectations; and experience, including the digitisation and automation of processes, documentation, and training & awareness.

• Attendance at required meetings representing the TEA function or in a delegated role set by the Head of External Assurance.

• Own the execution of other activities as directed by Head of External Assurance, including ad-hoc projects and Supplier assurance activities.

Key Skills / Qualifications needed for this role:

• Senior professional experience with direct management responsibilities in either a Big 8 external practice, Internal Audit, or supplier / customer assurance function for a financially regulated / FinTech entity.

• Certified in relevant audit, risk and security certifications preferably with one of the following: IIA, CISA, CISM, or CISSP.

• Strong information security/assurance, audit, compliance and risk knowledge, experience of IT risk and assurance frameworks, and control assurance assessments (e.g. ISO 27001, CIS 20, NIST, etc).

• Demonstrable experience in planning, executing and supervision of activities / deliverables such as controls assessments or audits.

• Demonstrable experience in review and assessment of contractual or regulatory artifacts / documentation.

• Effective critical thinking and problem solving to ensure that operations are delivered to expected standards and defined timelines while ensuring that stakeholder expectations are managed accordingly.

• Extremely good organisational, communication and administration skills with an exceptional eye for detail.

• Ability to continually prioritise and execute multiple activities at the same time with minimal supervision.

• Demonstrable strong written, interpersonal and verbal communication skills.

• Demonstrable ServiceNow and exceptional Microsoft Office 365 skills, including SharePoint.

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.

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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