Operations Support

2 weeks ago


Al Hufūf, Eastern Province, Saudi Arabia Bupa Arabia Full time
Contribute to setting and executing the organization's service strategy from a general service and customer service perpective.
- 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 service 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 operation standards goals and ensure excellent service delivery for customers.
  • Role model customer practices for all members of the customer service organization.
- communicates with externally the Saudia group.
- support Operation Director with the day to day customer relationship. This role has significant impact on owning and delivering the whole service proposition to Saudia Group Secretaries.

  • Manage forecasting activities including predictions of calls, case load and customer traffic to international best practice standards.
  • Conduct effective planning to maximize the productivity of resources.
  • Improve NPS (Net Promoter Score)
  • CSAT (Customer Satisfaction).
  • Be the voice of the Customer across the organization.
  • Work with TQM department to identify new tools and technologies to better serve the customer and analyze their feedback.
  • Lead cost savings initiatives with the other business units (PR, Claims, PA, Commercial analysis).
  • Track & enhance customer experience of Saudi Airlines members.
  • Track departmental efficiencies and drive improvement initiatives including technology solutions to reduce costs and increase efficiency.
  • Lead and manage Saudia airlines related projects and initiatives from operations.
  • Support the company's product design and launch efforts to ensure products are serviceable within the overall service strategy.
  • Track and support the initiation of customer service projects/ KAIZEN related to regulators complaints unit to drive transfomation and continious service improvements.
  • 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 operation streams related to Saudi Airlines
  • Provide regular feedback, coaching and development.
  • Motivate, empower, and enable direct & non direct reports by providing the necessary tools and support required to achieve the organizational development objectives

Skills:

  • A customer service & relationship background in operations management, hospital management, supply chain and procurement.
  • Strong business background and project management skills
  • Multicultural with interpersonal and communication skills, excellent planning, execution and organisational capabilities
  • Strong service focused mindset in combination with commercial skills


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