Quality & Service Excellence

3 weeks ago

Jeddah, Saudi Arabia Bupa Arabia Full time

To lead, design, execute and monitor all the strategic and operational activities of the service differentiation to ensure that Bupa Arabia is the preferred insurance company and stays, ahead of competition in every touch point of the customer journey.

**Service Excellence Strategy**:

- Partner with the Key Stakeholders/Directors in order to design the service excellence strategy framework and drive the Service Excellence Strategy Steering Committee through monthly sessions to ensure BUPA service targets are on track.
- Ensure that all the Service Differentiation activities agreed and the service strategy framework are being delivered by the different leaders in every area of the business.
- Design, build and monitor a Service Strategy KPIs/dashboard looking at all the service activities across the customer journey and coach/lead the different operational teams to deliver the targeted results.
- Identify and eliminate all the inherent risks to the service processes in order to avoid that service performance falls behind the agreed AOP targets.
- Partner with the Provider Relations to design and implement, through a cross functional team, a win-win partnership solutions with providers/hospitals in order to outcompete at the point of service.
- Oversee the Quality of service at the providers/hospitals to ensure that the members receive the best service possible as per the agreed service standards and guidelines with the provider.
- Ensure that there is a regular providers and market visits to look at the service aspects at the provider/hospital level and identify where service is falling behind in order to correct the gaps jointly with the providers.

**Total Quality Management**:

- Design and build the right quality management system framework, in line with the Bupa Arabia quality objectives.
- Lead the quality indexes implementation for each critical operational process to ensure that these processes deliver the right quality decisions from the first time.
- Design, implement and monitor, through a team of quality managers and champions, a complaint management system aiming at handling all the complaints sent by the members and the customers in order to ensure that these complaints are resolved and their root causes eliminated.
- Developing and implementing a comprehensive TQM strategy to improve the quality and efficiency of provided services.
- Designing and implementing quality assurance programs, policies, and procedures to ensure compliance and mitigate risks

**Cross Functional Focused Improvement Initiatives**:

- Design and build a process allowing all the leaders to identify the service failures in all the areas they drive.
- Sign off the service failures list on yearly basis with the leadership team in order to priorities the critical failures to address during the coming year.
- Form per failure a team and identify focus improvement projects to address all the failures agreed with the business in order to eliminate chronic service failures.
- Lead and manage the performance of the different teams, across the business, on a weekly basis to ensure that all the objectives of the focus improvement projects will be delivered through these teams
- Continuously challenge the “
- As Is” processes and identify areas of process improvements and “To Be” processes that will allow Bupa Arabia to deliver its strategic and functional objectives in the areas of service and healthcare partnership.
- Collaborating with cross-functional teams, including medical staff, operations, and customer service, to drive quality improvement initiatives.
- Conducting data analysis and utilizing statistical tools to identify trends, patterns, and areas for improvement.
- Leading root cause analysis and problem-solving efforts to address quality issues and implement corrective actions.
- Developing and maintaining relationships with external stakeholders, such as healthcare providers and regulatory agencies, to ensure quality standards are met.
- Staying updated on industry trends, regulatory changes, and advancements in healthcare quality management.

**Voice of the customer Management and Service Culture Management**:

- Design, build, continuously voice of the customer channels, at the hospitals, internally and at the customer level, in order to capture all the customers and the members feedback, concerns, complaints and areas of improvement.
- Lead and manage a cross functional team in charge of all these voice of the customer channels in order to ensure that the leader of each channel is constantly monitoring customers concerns in a structured way.
- Lead and embed, with and through leaders across the business,a set of activities aiming at embeding the right service culture at all levels of the organisation
- Ensure that these activities are implemented as per the agreed annual plan through the design of the practical modalities of how these activities need to happen and to monitor them through a set of KPIs and

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