Director - Customer Care

Full time at a Laimoon Verified Company in Saudi Arabia

Posted on June 14, 2024

Job details

Job Description Contribute to setting and executing the organization's service strategy from a general service and customer care perpective. Develop objectives for Customer Care day to day activities. Collect and analyze Customer Care and Complaints unit statistics by conducting analysis of customer trends and behaviours is carried out to identify specific customer needs and wants. Define and communicate customer service standards, KPIs and benchmark with best practice in different service industries, and ensuring to implement related technology. Develop and implement Customer Care strategies, policies and procedures; manage the maintenance of agreed customer service levels and drive achievement of high service standards. Establish and maintain cross organizational relationships to align with company Customer Care goals and ensure excellent service delivery for customers. Role model customer practices for all members of the customer service organization. Contribute in executing the organization's service strategy from Regulators Complaints Handling unit prospective. Establish and maintian a strong and professional relationship with CCHI and SAMA. Manage end to end case management of complaints received from CCHI or SAMA within agreed timescales Ensure proper case investigation related to internal departments and advise/recommend corrective action Ensure consistent high level of customer satisfaction Conduct quality assurance checks on standards of complaints handling and resolution Ensure all policies and procedures related to regulators complaints are followed. Manage and communicate with CCHI and SAMA team Monitor and manage KPI's agreed with regulators before regulators publish Bupa Arabia official results Ensure escalation for all regulators complaints and disputed cases. Investigate complaints escalated by Compliance or Legal. Highlight risks related to regulators complaints resulted from the most frequent received complaints Cooperate with Legal and Complaince departments to ensure correction actions are being placed Ensure full Cooperation with regulators investigations whenever needed Communicate with managemnt for any suspection related to complaints Collect and analyze regulators complaints statistics by conducting analysis of complaints Circulate monthly regulators related analysis reports Send quarterly report to the Audit Committee (as per SAMA requirement) Ad hoc analysis on as needed basis Manage the Customer Care budget to ensure costs are controlled and resources maximized Track departmental efficiencies and drive improvement initiatives including technology solutions to reduce costs and increase efficiency Establish proper SLA with internal departments in alignement with SAMA and CCHI agreed KPIs. Track internal departments efficiency and drive improvement initiatives including technology solutions or process improvement Build a strong relationship with Cross Functional stakeholders and key leadership Ensure the complaints management and recovery process works effectively within the Service Operations framework Ensure minimal operational disruption with new communications, implementation and changes received from SAMA and CCHI Collaborate with cross functional and external stakeholders to resolve service failures and prevent recurrences Lead and manage Customer Care related projects and initiatives Support the company's product design and launch efforts to ensure products are serviceable within the overall service strategy Initiate and manage customer service projects/ KAIZEN related to regulators complaints unit to drive transfomation and continious service improvements Lead FI's across Service Operations to improve reguators complaints SLA Identify area where processes and system can be imrpoved to increase efficinecy Explore the possibilities for processes and system automation Ensure and facilitate goal setting; manage and constantly review individual performance Hire, coach and provide resources for proper training to maintain high customer service standards 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 A customer service background in: operations management or hospital management Multi-cultural with interpersonal and communication skills, excellent planning, execution and organisational capabilities Strong service focused mindset in combination with commercial skills Strong presentation and interpersonal skills Strong problem-solving and Excellent follow up skills Strong business background and project management skills Ability to effectively prioritize and execute tasks in a high-pressure environmentEducationbusiness, Health Care, or any equivalent

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Confidential

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Home Saudi Arabia Director - Customer Care

Director - Customer Care

Job details

Apply safely

Hiring company

Confidential

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