Manager – Service Excellence

Role Purpose:

Looking for a Service Excellence Manager to support the continuous improvement, transformation and the future growth of the business within the service operations, this role should help in keeping Bupa Arabia service proposition competitive by always over delivering our promise to our customer and continually innovating to impress our customers.

Accountabilities:

Customer Experience TNPS

• Manage the end to end process of the transactional net promoter score program and expand its scope to cover all the business.
• Manage the customer experience framework in collaboration with all teams in operations to build loyalty and ensure effortless experiences for the customer with Bupa and our partner providers
• Ensure a consistent and systematic process of customer collaboration through proper management of each stream in operations to identify key pain points and explore innovative solutions to drive a better customer experience across the customer journey.
• Ensure proper recovery process mechanism
• Build a solid loss tree for each steam in the TNPS program and circulate to the business on regular basis clear summary of all pain points facing our customer in different touch points.

Service Excellence Kaizen

• Spread, promote, and develop the Kaizen approach and culture
• Guide, train and support the functional leaders and their teams in Kaizen Program
• Constantly update the functional leaders and their teams on the progress of their Kaizen initiatives
• Facilitate and conduct workshops to brainstorm ideas and create improvements solutions for all customer pain points
• Champion and drive the process improvement agenda across Customer Services
• Take responsibility for the Kaizen Process governance framework, ensuring that standards are developed and maintained for how a Kaizen is validated.
• Map processes for each stream to Customer Journeys and understand the moments or truth and pain points within each process, to enable the effective prioritization of improvement activities.
• Liaise with digital factory to speed up the execution of Kaizen initiatives that requires a system enhancement or system change.
• Chair or contribute to governance forums as needed to drive the right outcomes for the Customer, Employees and Business. And develop informal networks to support a developing process focused environment.

People Management

• Develops a team of experts in process improvement using Kaizen tools and techniques.
• Develop and coach direct reports, ensuring that the team members’ performance and capability aligns with the overall TQM objectives.

System Enhancement EFM

• Ensure proper functioning of the EFM system  and ensure proper on boarding for any new user into the system.
• Contentious enhancement of the EFM system to ensure the business is having a strong VOC tools
• Work toward a full integration of the EFM system with all Bupa internal systems

Years of Experience 

3-5 years experience in Operations

Experience Fields

• Excellent communication skills, understanding your counterpart, strong ability to build-up trustful and forward-thinking business relationships as well as keeping your stakeholders informed, using influencing & negotiation skills if appropriate
• Lean, 6Singma, Kaizen knowledge (Preferably certified in one of the areas)
• Prior people management experience, preferred
• Highly customer-focused and strong service orientation with a mindset towards continuous improvement, value driven to provide superior solutions to customers. 

Education:

• Bachelor Degree in Business Administration, Information Technology, Engineering or related field