ROLE PURPOSE:
To manage the Relationship Services function of Operations in accordance with the revamped model of Customer Relationship Management adopted by the business. Manage the engagement of cross functional Relationship teams and leadership to build and strengthen our customers’ loyalty to Bupa Arabia and ensuring maximum customers’ retention during renewals.
KEY ACCOUNTABILITIES:
1. Customer Relationship
• Execute the revamped Relationship Model in close collaboration with the Sales Relationship, Operations, Commercial Finance and Marketing teams.
• Manage the development and driving of execution plans in a timely and flawless manner for the signed off accounts based on segmentation criteria.
• Proactively search for innovative services and strategies that can further add value to the Relationship Revamp Model.
• Drive the Operations Relationship initiative in collaboration with RMs and cross-functional teams in identifying the required interventions to address the Relationship performance shortfall.
• Monitor the progress of these actions along with key accountabilities to ensure all actions are completed as per the agreed deadlines.
• Promotes clear communication amongst the Operation Relationship teams, all internal stakeholders and the Sales Relationship teams by ensuring awareness regarding the Relationship Remodel plans.
2. Customer Experience
• Manage the customer experience framework in collaboration with the Sales Relationship teams to build loyalty and ensure effortless experiences for the customer with Bupa and our partner providers.
• Ensure a consistent and systematic process of customer collaboration through the Sales Relationship teams to identify key pain points and explore innovative solutions to drive a better customer experience across the customer journey.
• Coordinate the management of claims analysis on medical costs with the Sales Relationship Teams to propose solutions in reducing medical costs and healthcare utilization.
• Collaborate with Provider Relations and Sales Relationship teams to manage the process of driving and directing the customers towards the most cost-effective providers for certain top health conditions of their respective staff members.
• Collaborate with Operations stakeholders to improve and maintain better health profiles of customers in coordination with the Sales Relationship Teams.
• Manage the customization of HCO plans/services per customer in collaboration with the assigned HCO leads and Sales Relationship teams.
• Ensure timely and consistent review of claims analysis to support the health profile improvement of customers.
3. Customer Service Engagement
• Manage a consistent and systematic process to review the service performance with customers and identify key service failures.
• Manage a consistent and systematic process to identify and commit to actions that will continuously improve the service level standards.
• Manage a process to consistently receive feedback from customers in collaboration with the Sales Relationship teams to enable surveys to be conducted.
• Manage and provide oversight to the process to analyze survey results, evaluate customer behavior, understand and identify opportunities for improvements in service, devise plan of actions and launch execution.
• Ensure that there is an effective service recovery process which includes complaint logging and handling is in place and appropriate empowerment is given to team members to cascade actions and recoveries quickly when necessary.
• Ensure service reports are shared with the Sales Relationship teams, internal stakeholders and the customers in a timely manner.
4. Customer Relationship Contract Management
• Ensure that all account contracts are in placed on time and in full using the common CRM platform.
• Manage the development and maintenance of a Relationship dashboard to monitor, review and report progress of KPIs against targets in a consistent manner.
• Conduct regular monthly meetings with all stakeholders to identify top service failures and hot/pending issues across Operations, regardless of frontline operations or back-end operations.
• Monitor the completion of agreed solid and immediate actions, track and report progress to all internal stakeholders and land with solid and immediate resolutions.
5. Customer Relationship Outcome Reports
• Manage consistently reporting of all agreed KPIs across the Relationship Revamp Model to all internal stakeholders.
• Facilitate and manage consistent meetings to review the dashboards and identify key opportunities for improvement.
• Prepare, manage and conduct presentations and business updates to key leaders within the organization.
6. Relationship Projects
• Manage the development and maintenance of a detailed project plan for each Relationship project and initiative, including but not limited to, project tasks, milestones, owners, delivery deadlines and quarterly deliverables, in collaboration with internal and external stakeholders.
• Provide oversight to monitor and review the progress of each Relationship project/initiative in a timely and consistent manner.
• Ensure risk identification, escalation and mitigation of risks in a timely manner to identify and resolve any impact on project outcome or agreed timelines during project delivery.
Job Details
| Date Posted: | 2015-04-16 |
| Job Location: | Jeddah , Saudi Arabia |
| Job Role: | Other |
| Company Industry: | Healthcare, other |
Preferred Candidate
| Career Level: | Management |
| Degree: | Bachelor's degree |
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