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Job DescriptionCustomer Service ManagerDubai, UAEHybrid working PermanentHere 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 and making a better world.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, around 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), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.ESSENTIAL CRITERIA – please only apply if you have the following:Must be a UAE National with family book (that can be provided)Must hold a University Degree (with certificate that can be provided)Role OverviewThe role holder will ensure that all general complex customer queries are swiftly and accurately resolved by the team. This will include managing the team who receives the queries through different channels and resolve them within the agreed service levels. Within a contact centre setup, the customer Service Manager will ensure that team members are organised, trained, coached and developed to deliver excellent levels of customer service. A key emphasis of the role will be to recruit and develop the best people, ensuring high work performance practices to driving a culture of high performance.What You Will DoLead highly skilled individuals to deliver the very best service to Members, Groups, Brokers and other partners as and when required.Ensure the team are achieving all targets for contact handling, turnaround times and quality.Ensure team members take end to end ownership for the resolution of all general complex customer/provider claims. Case manage all queries through to resolution. Includes assessing and requesting additional information as required.Embedding a case management approach so that your teams take full ownership of each customer query.Efficient and effective (100% accurate) assessment of any claim and customer query.The delivery of all customer SLAs for email response times, calls and webchat turnaround and quality targets as and when required.Lead the continuous improvement initiatives identified by the customer service team, to continually challenge existing process and drive the development of new process.Ensure all team members have the right capability, skill and knowledge to successfully and consistently achieve high levels of customer satisfaction.Ensure all operating processes are optimised.Deliver in line with, and ensure compliance with regulatory obligations.Ensure compliance with all regulatory and governance requirements, including DHA, HAAD, FCA and Treating Customers Fairly.What You Will BringMust be a UAE National with family book (that can be provided)Must hold a University Degree (with certificate that can be provided)Background in the 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.Experience of leading the delivery of customer service within a contact centre setting, coupled with experience of leading a case management approach to query resolution.Experience of International Medical Insurance with a medical and / or legal background (desirable)Ability to speak fluent English and a second language (desirable)Evidence of building talented, high performing teams and getting the best out of highly talented peopleA proven track record of achieving and exceeding targets in a similar environmentAble to establish a performance management culture.Time TypeFull timeJob AreaLocations:Dubai – OIC
