Retention Support

1 month ago

جدة, Saudi Arabia Bupa Arabia Full time

Key Account Relationship:

- Execute the revamped Key Account Customer Experience module in collaboration with the Sales Relationship Managers, Operations, Commercial Finance and Marketing teams
- Manage the development and execution plans in a timely and flawless manner for the assigned Key accounts based on segmentation criteria
- Proactively search for innovative services and strategies that can further add value to the Key accounts.
- Drive Operations initiative in collaboration with Relationship Managers and cross-functional teams
- Monitor the progress of these initiatives along with key accountabilities to ensure all actions are completed as per the agreed timelines
- Promotes clear communication amongst Operations teams, internal stakeholders and the Sales Relationship Manager

Key Account Customer Experience:

- Manage the customer experience framework in collaboration with the Sales Relationship Manager to ensure effortless experiences for Key Accounts with Bupa and our partner providers
- Ensure a consistent and systematic process of customer collaboration through the Sales Relationship Manager to identify key pain points and explore innovative solutions to drive a better customer experience across the customer journey
- Extract medical cost management reports and present it to Sales Relationship Manager to support the awarness of reducing medical costs and healthcare utilization
- Collaborate with Provider Relations and Sales Relationship Managers to manage the process of driving and directing the Key Accounts 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 Manager.
- Ensure timely and consistent review of claims analysis to support the health profile improvement of customers

Customer Service Engagement:

- Manage a consistent and systematic process to review the service performance with Key Accounts 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 Key Accounts in collaboration with the Sales Relationship Manager and conduct surveys regularly
- Analyze survey results, evaluate customer behavior, understand and identify opportunities for improvements in service, revise action plans
- Ensure an effective service recovery process which includes complaint logging and handling is in place and quick action to cascade and recover members when necessarly
- Ensure service reports are shared with the Sales Relationship Manager, internal stakeholders and the Key Account in a timely manner

Stakeholder Engagement & Reviews:

- Conduct regular monthly meetings with Relationship Managers & internal stakeholders to identify top service failures and hot/pending issues across Operations
- Manage quarterly Operations leadership forum.
- Monitor the completion of agreed actions, track and report progress to all internal stakeholders
- Prepare, manage and conduct presentations and business updates to key leaders within the organization

Key Account KPI’s & Dashboards:

- Monitor & consistently report agreed KPIs to internal stakeholders and Relationship Manager
- Manage the development and maintenance of dashboards to monitor, review and report progress of KPIs against targets in a consistent manner
- Facilitate and manage consistent meetings to review the dashboards and identify key opportunities for improvement

**Skills**:

- Ability to exercise professional judgment and assume responsibility for decisions which have an impact on people, costs and quality of service
- Excellent verbal and written communication skills, with the ability to convey technical issues in a clear, concise and effective manner
- Highly customer-focused and strong service orientation with a mindset towards continuous improvement, value driven to provide superior solutions to customers.
- University Degree in Business Administration or Medical Degree
- Medical background is preferred

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