Sami Yalavac named one of Australia's top technology leaders
Bupa ANZ Chief Information Officer, Sami Yalavac has been named as Australia’s 15th most outstanding technology leader in the CIO50 2020, a globally respected list which celebrates the achievements of Australia's top 50 senior technology and digital executives.
Some of the major achievements Sami oversaw over the past year include the mobilisation of more than 4,000 office and call centre employees to remote working environments within two weeks of the companies’ COVID-19 workplace closures.
Bupa’s Technology team also developed solutions that enabled the servicing of customers across Apple Business Chat, Interactive Voice Response, WhatsApp and 2Way SMS. These tools gave busy customers the ability to communicate with a real person wherever they choose and enjoy the same level of expertise and options they would receive over the phone or in-store.
Bupa ANZ Chief Information Officer, Sami Yalavac said these achievements were made possible as a result of ongoing investments into remote digital technologies that predate the pandemic.
A key focus for my team over recent years has been collaborating across departments to understand what we can do to future proof Bupa and drive optimal customer outcomes across our health insurance, health services and aged care businesses.
“This proactive approach to innovation meant we were able to rapidly support our people and customers at a time when they needed it the most,” said Sami.
In the early stages of the COVID-19 pandemic, the Technology team also developed a dedicated aged care app and have 250 COVID-safe iPads ready to be used for aged care residents to connect with their families when in-person visitations were interrupted.
Uncovering new working efficiencies has also been a major focus for Sami’s team who continue to leverage automation and artificial intelligence technologies. This includes the development of an ‘Overseas Student Health Cover enrolment bot’ which has autonomously processed 22,900 new overseas student enrolments during and outside of business hours since October 2019.
“We have taken significant strides forward in 2020 amidst challenging circumstances and I am truly proud of how my team has collaborated, innovated and rallied around our purpose of helping our customers live longer, happier, healthier lives,” said Sami.
Media reference number: 20/101