Manager- Customer Care Operations
Full time
at Bupa Arabia
in
Saudi Arabia
Posted on January 23, 2025
Job details
Job Description Manage unit learning objectives and activities
- Assess and manage team business-related training needs and develop a range of learning solutions based on each need.
- Work collaboratively with HR colleagues to identify individual team business-related training needs.
- Ensure building people capabilities for technical and non-technical skills.
- Work closely with Customer Care department senior leaders to identify yearly key projects in alignment with the business strategy and ensure driving of continuous improvement.
- Ensure projects requirements submission to concerned stakeholders (Digital, IT, HR, etc).
- Ensure project delivery and implementation in a timely manner.
- Drive the digital agenda within Customer Care.
- Meet with vendors if necessary.
- Measure the impact of deliverables.
- Carry out ongoing process improvement activities to reduce costs and increase efficiency.
- Ensure the department performance is systematically analyzed to assess the impact of processes on staff performance.
- Develop end-user analytic dashboards through automated systems in collaboration with IT and Digital Factory.
- Design and implement systems and processes for data consolidation, analysis, and reporting for internal operations.
- Analyze data from various sources and conduct statistical analysis with large data sets in storage.
- Identify possibilities for data reporting automation.
- Deliver key dashboards and KPIs for Customer Service departments.
- Handle customer service ad-hoc reports and follow up with other departments for requested reports.
- CIPD/CTP or equivalent.
- Six Sigma will be a plus.
- Experience in designing and delivering a range of training solutions for Customer Service.
- Strong troubleshooting, problem-solving, and analytical skills.
- Organization and planning skills.
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