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Job Description
Execute Service Strategy:
- Participate in setting and executing the organization's service strategy from a general service and customer service perspective
- Develop objectives for call center’s day to day activities
- Analyze call center statistics by identifying customer trends and behaviors to understand specific customer needs and wants
- Define customer service standards, KPIs and benchmark with best practice in different service industries and implement related technologies
- Develop and implement customer service strategies, policies and procedures to manage the agreed customer service levels and drive achievement of high service standards
- Establish and maintain cross organizational relationships to align with company customer service goals and ensure excellent service delivery for customers
Customer Care Management:
- Manage forecasted activities including predictions of calls, case load and customer traffic to international best practice standards
- Identify the investment required for new technology and automation to drive improvement initiatives for cost reduction and efficiencies
- Manage the customer service budget to ensure costs are controlled and resources maximized
- Plan and distribute customer service accountabilities to the team to ensure work is allocated fairly
Project Management:
- Manage the projects and initiatives by support the company product design and launch efforts to ensure products are serviceable within the overall service strategy
- Develop customer service projects/ KAIZEN related to regulators complaints unit to drive transformation and continuous service improvements
- Identify processes for automation to increase efficiency
Skills
- A customer service background in operations management, hospital management, supply chain and procurement.
- Strong business acumen
- Project management skills
- Multi-cultural with interpersonal and communication skills
- Planning, execution and organizational capabilities
- Strong service focused mindset in combination with commercial skills
Job Details
Preferred Candidate
Bupa Arabia
Bupa Arabia is a healthcare insurance company based in the Kingdom of Saudi Arabia. We are an associate business of Bupa Group, which is a global healthcare company with an international reach that extends across multiple business operations, practices, and resources.
Founded in October 1997, Bupa Arabia was initially established through a partnership between Bupa Global International and Nazer Group, with the key focus to provide health insurance services with high quality and competitive prices, while ensuring a distinctive experience for customers. Bupa Arabia has since evolved into a fully Saudi-owned and operated company. Our transformation from a joint venture into a publicly traded company on the Saudi Stock Exchange occurred in 2008, as we made 40% of our shares available to the public during our Initial Public Offering (IPO).
As a subsidiary of the global Bupa Group, we draw upon international expertise while maintaining a profound understanding of local healthcare requirements and regulations. This allows us to offer comprehensive healthcare insurance solutions tailored to the unique needs of the Saudi Arabian market.
Bupa Arabia prides itself on its commitment to the wellbeing and development of its employees, providing them with the same standard of care, support, and professionalism that it expects to be delivered to its customers.
Our core values shape every aspect of our work and culture:
Commit – Own it with accountability and urgency.
Collaborate – Win together through cross-functional synergy.
Care – Put people first, both employees and customers.
