Job Description:
Sales Delivery Service Team Manager
Location: Cairo
Job Type: Full-time
Department: Sales
Purpose of the Role:
The Service Team Manager (STM) leads and engages a team of Business Support Hub Advisors and Sales Delivery Advisors Onboarding to deliver service excellence, meet productivity targets, and ensure compliance with company and regulatory standards. This role drives operational performance, optimizes team capacity and capability, and supports continuous improvement initiatives in collaboration with other functions. The STM also plays a key role in fostering employee engagement and supporting the Customer Service Manager (CSM) in creating a compliant, customer-focused environment.
What you'll do:
Leadership & People Performance
Lead, coach, and develop a team of front-line employees to achieve performance and quality targets.
Manage effectively in a hybrid working environment.
Role model Bupa values and foster a high-engagement culture.
Conduct regular coaching and development sessions, including formal personal development plans.
Monitor competency levels and address performance or compliance issues swiftly.
Deliver consistent communication through 1:1s, team meetings, and updates.
Compliance & Performance Metrics
Deliver team plans aligned with service KPIs and business objectives.
Maintain a robust control environment to ensure FCA regulatory compliance.
Monitor performance metrics, analyze trends, and take proactive improvement actions.
Own risk, incident, and compliance management for the team.
Customer Experience & Business Improvement
Support and embed business initiatives that improve service efficiency and customer experience.
Lead operational impact assessments for improvement projects and ensure sustainable change.
Identify and implement opportunities for innovation and cost-effective service delivery.
Benchmark against external best practices to enhance team performance.
Internal & External Relationships
Liaise with stakeholders to ensure resource availability and operational delivery.
Manage escalated customer queries and complaints, including those from brokers and corporate clients.
Support management colleagues in delivering excellent customer and supplier experiences.
What you'll bring:
Strong written and verbal English communication skills.
Experience managing front-line employees in a customer-focused or regulated environment.
Contact center/service experience preferred.
Excellent interpersonal and communication skills.
Ability to manage competing priorities and difficult conversations.
Commercial mindset and proactive attitude.
Strong stakeholder management and influencing skills.
Resilience and adaptability in a fast-paced environment.
Initiative and sound decision-making within agreed parameters.
Thorough internal product knowledge.
Strong planning and time management skills.
Why Bupa?
We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same 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.
We encourage all of our people to "Be you at Bupa". We champion diversity and understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.
Time Type:
Full timeJob Area:
Locations:
Egypt - Cairo
Bupa’s purpose is helping people live longer, healthier, happier lives and making a better world. We do this by providing a broad range of healthcare services, support and advice to people throughout their lives. People are at the heart of everything we do. Together, we make health happen.
Every company needs an ethos, and we're no different. Through good days and challeging times, we always work with our values in mind. These are: Brave - Make new possibilities happen. Caring - Act with empathy and respect. Responsible - Own your decisions and actions.
We don't have shareholders at Bupa, which means we're free to invest our profits where they matter: our patients, our facilities, our research, and you.
As a healthcare provider, we have a duty to do the right thing. By our customers, our people and our partners. The Bupa Code holds us to this duty. It's our promise to protect, care for, and build trust with everyone who relies on us.
Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve.
You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.Free
to be you.
Back in September 2018, we made a pledge. That we'd do whatever we could to make Bupa a diverse, kind and inclusive place to work.
Everyone deserves a positive working environment. Everyone deserves to have their voice heard. Everyone deserves freedom from bullying, harassment and discrimination.