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Job Description
To manage all Key Account delegates in respective Region, manage the relationship with the GS and with respective RM ‘s within the agreed Service Level Agreement (SLA) in full compliance with process, procedures and agreed policies in order to deliver the highest level of customer service possible. Also control the activities of customer care team to maintain and enhance customer relationships and meet organizational and operational objectives in line with the overall company's service strategy
Cross Functional Relationship Building:
· Manage and oversee the relationship with all Group Secretaries of groups across the regions and maintain rapport.
· Analyse customer complaints, issues, trends and behaviour across all groups across the regions to collect key information to aim in identifying possible complaints and resolutions and avoid complaints.
· Build a strong relationship with Operational units like membership, Back office and customer service, Reimbursement claims teams to deliver on agreed on service levels.
· Ensure excellent relationship and satisfaction of Group RM’s across the regions
Execution of service projects and plans in all groups in respective region:
· Implement policies and procedures and projects and all communications required such as KAizens and Continuous Improvements.
· Satisfy escalated customer issues by answering inquiries and resolving complaints
Key Accounts Support Daily operations, Services and Activites:
· Proactively monitor, manage and implement the service plans and team performance for Key Accounts support ensuring All operational KPI’s are met.
· Manage the daily unit’s operations to ensure the highest level of efficiency and compliance with policies, procedures, and process
· Ensure the necessary resources and tools are available for quality customer service delivery by accurately forecasting workload
· Monitor daily operations and take required decisions to maintain and improve processes in line with Key Performance Indicators
· Prioritize and delegate work tasks to ensure effective unit operations
People management and capability building:
· Ensure and facilitate goal setting; manage and constantly review individual performance
· Provide regular feedback, coaching and development
Motivate, empower and enable direct reports by providing the necessary tools and support required to achieve the organizational development objectives
Skills
· Strong background in customer service in telecomunication, insurance, hospitals, banks or FMCG.
· Able to multitask and work well under stress
· Commercial skills in combination with service focused mindset
· Strong trouble shooting, problem-solving and analytical skills
· Excellent follow up skills
· Excellent Communication and negotiation 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.
