Service Team Manager

Job Description:

Service Team Manager

Cairo

Full Time (40 hours) Fixed Term

Shift work – Shifts will fall between Sunday to Friday 8.00am – 6.00pm UK time

We make health happen

We’re a team that’s passionate about leading the healthcare insurance market and improving wellbeing for all. We take immense pride in our work, working together with determination and focus. Delivering care that our millions of customers can count on, from experts they trust.

Role Overview

As a Service Team Manager, you will be accountable for the leadership and engagement of a team of Operational support teams to ensure the delivery of agreed service/productivity metrics, adherence to quality targets and the monitoring of team compliance to company, industry and regulatory standards.

You’ll help us make health happen by:

• Leading, motivating and developing a team of front-line employees and conducting regular coaching sessions to support development and ensure colleagues have the required level of capability. This also includes the development of more formalised personal development plans.
• Monitoring and maintaining competency levels within the team and dealing swiftly with performance issues relating to poor service, performance or compliance
• Delivering consistent messages through a well-managed process of 121's and team meetings
• Maintaining a robust control environment to ensure FCA regulatory compliance ensuring business decisions are assessed to ensure good customer and regulatory outcomes within delegated authorities, risk appetite and are compliant with applicable laws and regulations.
• Promptly monitor/manage all metrics and analyse trends now and for the future and take decisive improvement actions to achieve business objectives, targets and deliver KPI’s and provide management reporting as requested.
• Supporting on improvement projects on behalf of the Customer Service Manager ensuring operational impact is proactively identified and any change is embedded and sustained to prevent issues recurring the future.
• Regular liaison with key stakeholders to ensure enough resource available always to deliver against operational plan
• Managing escalated internal and external customer queries and complaints, thereby maximising the opportunities to create high levels of customer satisfaction. This may include Customer, Broker or internal account managers.

Key Skills / Qualifications needed for this role:

• Multilingual skills essential, including excellent written and spoken English
• Educated to degree level
• Previous management experience gained from within a busy contact centre/sales highly regulated environment is essential
• Strong relationship management skills and a track record of influencing senior stakeholders
• Proven resilience of working in fast paced and challenging environments
• Ability to manage competing priorities.
• Ability to proactively manage difficult conversations.
• Capable of demonstrating a commercial mindset when managing a business unit

Advert will close externally once sufficient application numbers are received and this may be before any published closing date.

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

We’re committed to ensuring you’re treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

If you require information regarding this role in an alternative format, please email: careers@bupa.com

committed to ensuring you are treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

If you require information regarding this role in an alternative format, please email: careers@bupa.com

Time Type:

Full time

Job Area:

Locations:

Egypt - Cairo