BES CS Manager

Job DescriptionBES CS ManagerEgypt Full time We Make Heath HappenThis role is responsible to ensure that agreed customer service experience is delivered at all times within the Customer Service Department through the effective leadership of our Customer Service Consultants and team coaches.The focus of this role is to ensure that we are coaching, managing performance, delivering on SLAs and growing our people to deliver outstanding performance against targets.The Service Managers are responsible for the Customer Service department meeting all SLAs. The Service Manager will drive a culture of customer focus and continuous improvement.How You’ll Help Us Make Health HappenSupport or lead recruitment and the academy function Being a role model for the team demonstrating outstanding personal behaviours and performance. Being an ambassador for the functionEnsure there are high levels of team working and that the team is aligned and engaged with Bupa’s purpose and goalsDrive the communication process with the department, including responsibility for all messages that are conveyed (content and style)Ensure that resources are managed in line with the workforce planWork closely with the Continuous Improvement Partners and other Service Managers to ensure ongoing improvement and alignmentResponsible for discovering and implementing potential opportunities for improving the customer experience.Works closely with the Continuous improvement team to ensure that processes across Customer Services are effective and support the best customer experienceFocus on driving the key targets of first call resolution, Net Promoter scores, Customer Interaction Survey scores and quality assessmentsAccountable 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 satisfactionPoint of escalation for customer issues that need to be referred by the Customer Service ConsultantsMonitoring of calls and Email Performance throughout the dayManaging absences to the agreed standardCoaching, developing and leading a highly skilled teamDealing with any performance issuesComplete regular 121s with all team membersManaging team performance and ensuring the agreed service experienceEnsures high levels of employee engagement, measured through eNPS (pulse surveys) . Understands, acts and shares eNPS results with the team, building relevant actions plans for improvement.Hold regular team meetings to ensure good quality two way communicationKey Skills / Qualifications Needed For This RoleGraduate level with relevant qualifications.Significant experience and proven ability to lead and manage Customer Service Teams in Financial Services organisation/s in a health care sector.Proven experience of building and maintaining strong, long lasting customer relationships and maximising business opportunities through B2B.Strong determined communicator and negotiator with experience of corporate level/board level selling, persuasion, and negotiationIn depth knowledge of successfully increasing revenue, profits, and growth within …….. in a regulated environment such as the healthcare market.Track record of ‘treating customers fairly’ and delivering compliant sales within a regulatory environment is key.Resilience and confidence in own and Bupa’s ability to succeedActs ethically and honestly in all dealing with customers and colleagues building compliance, authenticity and trust.Demonstrates necessary gravitas to be viewed externally as the voice of Corporate distribution in Bupa.Capable of representing Bupa at various external forumsOur desire to grow in the Corporate market means that a strong leader with in-depth knowledge of the market is crucialWhy Bupa?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 Sukoon), Egypt and Hong Kong (China) as well as regional offices in mainland Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.Time TypeFull timeJob AreaCall CentreLocations:Egypt - Cairo