Hybrid Customer IT Assurance Manager

at Bupa

• Job title: Customer IT Assurance Manager
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: £70,000 - £80,000 per year
• Degree requirement: No Education Requirement
• Tech skills: ServiceNow
• Location requirements: Hybrid, Staines, United Kingdom

About the role

• Customer IT Assurance Manager responsible for leading customer IT assurance processes. Collaborating with internal teams while ensuring compliance with regulatory requirements in technology and data privacy.

Responsibilities

• 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.

Requirements

• 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

• 10% Bonus (Company & Performance related)
• 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