✨ AI Summary
The Senior Associate Key Accounts Customer Care position at Bupa Arabia in Saudi Arabia is a full-time, permanent role focused on managing key account relationships and ensuring high levels of customer service. The role involves overseeing relationships with Group Secretaries and Relationship Managers, analyzing customer feedback to resolve issues, and collaborating with operational units to meet service level agreements. The Senior Associate will also be responsible for implementing service projects, managing daily operations and team performance to meet KPIs, and providing people management, including goal setting, performance reviews, coaching, and development for direct reports. Strong background in customer service within telecommunications, insurance, hospitals, banks, or FMCG is required, along with excellent analytical, troubleshooting, problem-solving, communication, and negotiation skills.
Requirements
Manage all Key Account delegates in respective regions, maintaining relationships with GS and RMs within agreed SLAs. Analyze customer complaints and trends to identify resolutions. Build strong relationships with operational units like membership, back office, and claims teams. Implement policies, procedures, and projects, satisfying escalated customer issues. Monitor and manage daily operations, team performance, and KPIs for Key Accounts support, ensuring efficiency and compliance. Facilitate goal setting, manage performance, and provide feedback, coaching, and development for direct reports.
Description
Job DescriptionJob Purpose: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 strategyCross Functional Relationship Building: Manage and oversee the relationship with all Group Secretaries of groups across the regions and maintain rapport. Analyze customer complaints, issues, trends and behavior 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 regionsExecution 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 complaintsKey Accounts Support Daily operations, Services and Activates: 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 operationsPeople 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 objectivesSkills Strong background in customer service in telecommunication, 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 skill