Job Description:

Subject Access Request Specialist

Location: Cairo (Hybrid depending on business needs)
Job Type: Full-time
Department: Customer Service & Compliance

Purpose of the Role:

As a Subject Access Request Specialist, you'll be responsible for handling customer data requests in line with regulatory frameworks such. You'll ensure fair treatment of customers, maintain data privacy, and collaborate across departments to deliver timely and accurate responses. Your decisions will directly impact customer satisfaction, regulatory compliance, and operational efficiency.

This role operates on a shift rotation basis, including weekends.

What you'll do:

• Deliver the agreed customer service experience through:
• Ensuring fair and respectful treatment of all customers during interactions with Bupa UK.
• Taking full ownership of Subject Access, resolving each case in line with FCA, FSC, and TCF principles, or equivalent regulations applicable in other jurisdictions.
• Meeting deadlines for all customer requests and ensuring timely resolution.
• Adhering to privacy and data protection requirements when handling Subject Access Requests.
• Logging and managing incidents through ServiceNow to process member requests accurately.
• Communicating securely with members using encrypted emails and following established guidelines for Subject Access Requests.
• Collaborating effectively with internal departments to ensure comprehensive and satisfactory outcomes for members.
• Identifying opportunities for service improvement through feedback from Quality Assurance, team meetings, and 121 sessions.
• Promptly complete quality assessment remediation and consistently apply feedback to improve future performance.
• Proactively suggesting enhancements to improve the overall customer experience.
• Complying with all regulatory guidelines, including those set by Financial Conduct Authorities.
• Fulfilling ongoing training and competency requirements by completing assigned training and identifying personal development needs.

What you'll bring:

• Excellent written and verbal communication skills
• Strong numeracy and analytical skills
• PC literacy and keyboard proficiency
• High attention to detail and accuracy
• Empathy, persuasiveness, and effective interpersonal skills
• Strong decision-making and initiative
• Customer-first mindset with proactive relationship building
• Flexibility and adaptability to changing practices
• Strong organizational skills
• Experience in continuous improvement initiatives
• Proven track record of meeting and exceeding performance indicators
• Team-oriented mindset

Desirable:

• Basic understanding of medical terminology
• Ability to speak a second language and demonstrate cultural awareness

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.

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