The Service Manager manage (on a fixed term basis to cover maternity) our Business Partnerships team who support our Corporate Customer Groups, Brokers and our Insurance Partners. This team is tasked with to ensuring that agreed customer service experience is always delivered.
You’ll Provide effective leadership of our frontline colleagues – our most important asset in delivering our customer experience and ensure our Corporate Customers, Brokers and Insurance Partners receive an outstanding service. A key focus of this role is to ensure that we are coaching, managing performance, delivering on SLAs and growing our people all to deliver outstanding performance against targets.
Coaching, developing and leading a highly skilled team (note team members are predominately based in the UK but where required, the role may include leading teams who are based outside of the UK)
Managing absences to the agreed standard
Dealing with any performance issues
Complete regular 121s with all team members
Managing team performance and ensuring the agreed service experience
Focus on driving the key targets of first call resolution, episodic Net Promoter scores & quality
Ensure that resources are managed in line with the workforce plan
Work closely with the Continuous Improvement, Change Leads and other Service Managers to ensure ongoing improvement of the operating platform.
Hold regular team meetings to ensure good quality two way communication
Support recruitment as required
Drive the communication process with the department, including responsibility for all messages that are conveyed (content and style)
Accountable for the resolution of customer related issues that are identified by your team. Responsible for identifying/removing any barriers that impacts the delivery of outstanding customer satisfaction
Ensures high levels of employee engagement, measured through GPS (Global People Survey) scores. Understands, acts and shares GPS results with the team, building relevant actions plans for improvement.
Ensure there are high levels of team working and that the team is aligned and engaged with Bupa’s purpose and goals
Being a role model for the team demonstrating outstanding personal behaviours and performance. Being an ambassador for the function
Responsible for discovering and implementing potential opportunities for improving the customer experience.
Adherence to required regulatory guidelines and specifically financial conduct authorities regulations
Department specific accountabilities for this role:
Ownership of designated processes in the Business Partnerships department. To implement, embed, improve and document new and existing operational processes, with ongoing governance of performance
Point of escalation for serious customer complaints – individual, Group, Partner and Intermediary
Oversee the group renewal process, ensuring that the renewals happen accurately and within specific client group expectations
Host client visits where needed
Oversee the management of the Corporate Group schemes, ensuring that Group Secretaries receive the highest level of customer service possible.
Oversee the management of the Intermediary network schemes, ensuring the highest level of customer service possible
To assist in the creation of appropriate MI to manage your team and customers.
Support the handover of new partners/projects into BAU as required
Develop, manage and report appropriate Best Practice Procedure governance controls
Identify risks and implement additional controls as required
Document and agree an escalation process should any issues arise
The Ideal Candidate
Background in the global health insurance market, or relevant transferable skills and knowledge from other financial services industries such as Life Insurance, Retail, Commercial or Investment Banking and Wealth Management.
Leadership experience within the delivery of customer service in a contact centre environment
A track record of achieving and exceeding targeted business results/KPIs.
Able to establish a performance management culture. Evidence of building talented high performing teams and getting the best out of highly talented people whilst quickly and effectively managing performance issues
Strong ability to carry out effective coaching and development
Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes.
Exposure to project work including demonstrating successful process improvement initiatives.
An ability to speak a second language would be an advantage
Experience of managing an off-shore relationship
Relevant qualification in customer service or related studies useful but not essential.
About The Company
We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.
Bupa’s purpose is longer, healthier, happier lives.
Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives.
Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, anywhere in the world, whether at home or when studying, living, travelling or working abroad.
Bupa Global has offices around the world including London and Brighton (UK), Miami (USA), Copenhagen (Denmark), Dubai (UAE, in partnership with OIC), and Hong Kong (China) as well as regional offices in mainland China, Singapore, Egypt, Mexico, the Dominican Republic, Bolivia, Brazil, Panama, Guatemala and Ecuador.
Time Type:Full time
Job Posting End Date18 Mar 2021