Service Team Manager at Bupa

Cairo, Cairo, Egypt -

Full Time

Start Date

Immediate

Expiry Date

19 Sep, 26

Salary

0.0

Posted On

21 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Multilingual Skills, English Proficiency, Team Management, Contact Centre Management, Stakeholder Management, Performance Management, Coaching, Regulatory Compliance, KPI Monitoring, Conflict Resolution, Commercial Mindset, Resilience

Industry

Insurance

Description

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 Be at the heart of helping people live longer healthier, happier lives and making a better world. We employ more than 80,000 people globally who are making this a reality. If you've got the belief, the drive and the talent to help us in our ambition then we’d like to hear from you. Wherever you work, one thing stands out about Bupa people. Our customers are our passion – they’re at the heart of our positively different culture of care. At Bupa you’ll be challenged, you’ll be encouraged to innovate, and collaborate with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.

Responsibilities

Lead and develop operational support teams to ensure the delivery of service metrics and adherence to quality and regulatory standards. Manage escalated customer queries and collaborate with stakeholders to optimize resource availability and operational efficiency.