Delivery and Operations Service Team Manager

Job Description:

Location: Cairo, Egypt
Job Type: Full‑time

The purpose of the Admin Hub Team Leader role is to lead and engage a team of Admin Hub Executives to ensure the delivery of agreed customer experience standards, service/productivity metrics, adherence to quality targets and the monitoring of team compliance to company, industry, and regulatory standards.

They drive operational performance and effectiveness within Operations and ensure the optimisation of capacity and capability, where necessary, dealing with emerging business issues in a timely and effective way. To achieve this, they work closely with other teams/functions to identify and help facilitate continuous improvement of, data metrics, customer experience and end to end processes. They are also responsible for improving and sustaining employee engagement within their team.

The role holder supports the CSM to facilitate the creation of an environment where customer experience is aligned with regulatory compliance and evidenced by good customer outcomes.

What You'll Do

Leadership and People Performance

• Lead, motivate and develop a team of Admin Hub Executives through reviewing performance analysis, observations, and 1-to-1 activity.
• Lead workers remotely as well as onsite primarily at our Cairo site.
• Outwardly demonstrate the Bupa Code, role modelling behaviours across the business.
• Provide day-to-day leadership, ensuring that your team are focussed on achieving targets set.
• Where individual improvements are needed ensure that effective development plans are in place.
• Work within defined Bupa performance management framework where Specialist improvements are not seen as agreed.

• Understand and act upon trends in people metrics including engagement surveys, ensuring that appropriate actions are put in place to address deficiencies.
• Perform regular 1-to-1 sessions to support individual's personal development and ensure that clarity if provided on performance expectations.
• Work closely with the CSM to maintain a culture of customer focus and high performance

• Take analytical data and be able to understand the key behavioural changes required to drive improvements, focusing on the ‘how' in order to drive the ‘what'.
• Turn analytical data into actionable insight and goals to drive behavioural improvements that will aide specialist performance.
• Monitor, report on and articulate performance improvement measures based on personalised improvement plans.
• Research and review new emerging Leadership theories and practices, bringing in ideas from outside of the organisation and sharing best practice amongst the team.
• Lead customer experience benchmarking exercises to align customer experience expectations with the team.
• Proactively prioritise and manage own allocated workload; taking full ownership of each review and delegate until and outcome and competence is reached.
• Develop, maintain and engage productive working relationships with all stakeholders.
• Lead the team inline with Bupa Policy guidelines, Absence management etc.
• Deliver agreed team plan within defined service KPIs.
• Conduct recruitment activity needed to ensure resource levels within the team maintained at acceptable levels.

• Compliance and Performance Metrics

• Maintain knowledge and awareness of compliance requirements and take personal responsibility for adherence to regulatory and compliance control mechanisms that are in place.
• Proactively consider and build short, medium and long term plans by working collaboratively with Digital Customer Service Manager and support teams.
• Maintain a robust control environment to ensure both FCA and CQC regulatory compliance, ensuring business decisions are assessed to ensure good customer and regulatory outcomes within delegated authorities, risk appetite and are compliant with applicable laws and regulations.
• Own the management of risk, incidents and compliance protocols for their team.

• Customer Experience / Business Improvement

• Work in collaboration with Planning functions in arranging all activity time that best suits both individual and business needs.
• Ensure that Specialist knowledge of new emerging process and propositions is kept up to date through regular communication channels such as but not limited to operational huddles and change briefs.
• Create summary reports on team performance towards customer experience, highlighting key focus areas and seeking support to unblock any challenges.
• Support the local customer journey through NPS/CSAT analysis and generate improvements to those metrics where needed.
• Analyse operational data , such as but not limited to; contact disposition, repeat contact, quality performance, platform usage and contact arrival patterns/volumes.
• Work in collaboration with Training function to provide feedback on induction success and ensure that the induction material meets the needs to the operation.
• Ensure that knowledge of new emerging processes, technologies and proposition introduced by Bupa is of a high standard to support the team.
• To organise and conduct team huddles and review meetings to address any current trends or observations and provide new colleagues a platform to share learn from the day/calls.
• Keep your appreciation and understanding of the challenges face by the front line up to Spend a defined percentage of your operational time conducting yourself within the role that you are assessing.
• Deputise for the Digital Customer Service Manager where required in meetings with both internal and external stakeholders.
• To work with the Quality Assurance Team to ensure that key considerations are being accounted for by either operation or QA Team.
• Ensure that the relevant surveys are distributed to delegates to ensure that all feedback is captured; so that root cause analysis can be carried out and changes are made to Performance Academy where relevant.
• Support on improvement projects on behalf of the Digital Customer Service Manager and the wider Digital Team ensuring operational impact is proactively identified, and any change is embedded and sustained to prevent issues appearing in the future.

• Internal and External Relationships

• Cultivate and maintain key stakeholders e.g. Planning, People Team, outsourced providers.
• Deal with escalated internal and external customer queries and complaints; this may include, Customer, Broker or Corporate Client etc.
• Support all colleagues in the delivery of excellent customer, colleague, and supplier experiences.

The role holder is expected to have the following experience and qualification/s

• Experience of self planning and time management.
• Ability to work with complexity and wide range functions.
• Ability to tailor your approach to each customer through effective conversation and listening skills.
• Excellent communication skills, with the ability to deliver key messages in a concise and engaging way.
• PC literate with good knowledge of Windows based packages.
• Ability to handle queries in multiple channels with knowledge, confidence, maturity and tact.
• Demonstrates a passion for digital.
• Flexibility to adapt your way of working within a changing environment.
• Time management skills and the ability to work quickly and accurately.
• Ability to work on own initiative and make decisions within the protocols set down with minimum supervision.
• Good problem solving skills with the ability to present solutions to problems.

Ability to remain positive and calm and projects a ”can do” attitude within the team/department.

• Strong team player.
• Ability to work in target driven environment and achieve personal targets on a monthly basis
• Ability to manage competing priorities.
• Ability to proactively manage difficult conversations.
• Demonstratable commercial mindset when managing a business unit.
• Strong relationship management skills and ability to build and maintain networks of internal and external contacts.
• A proven track record of influencing senior stakeholders
• Proven resilience of working in a fast paced and challenging environment.
• Capacity to demonstrate and actively develop team resilience, adaptability and a desire to succeed in a highly regulated and ever-changing environment.
• Able to act on own initiative and make important decisions within agreed parameters and day to day decisions without referral.

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are driven by one purpose: helping people live longer, healthier, happier lives and making a better world.

We make health happen by being brave, caring, and responsible in everything we do.

At Bupa, we encourage you to ”Be you at Bupa.” We champion diversity and believe our teams should reflect the communities and customers we serve. We strongly welcome applicants from a wide range of backgrounds and experiences.

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