Operations Support

7 days ago

Hofuf, 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
- Multi-cultural with interpersonal and communication skills, excellent planning, execution and organisational capabilities
- Strong service focused mindset in combination with commercial skills

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