Delivery and Operations Service Manager - Business Partnerships, Bupa Global

Job Description:

Service Manager - Business Partnerships

Location: Hong Kong

Permanent

Full time

Onsite working

We make health happen

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

How you'll help us make health happen

• Coach, develop and lead an integrated team which deliver service across 4 main functions - Broker Service, Corporate Service, Enrolment, and Printing & Fulfilment, with the support from Team Coach
• Foster a collaborative and engaged team culture that reflects Bupa's values by holding regular meeting, huddles, 121.
• Serve as a role model, demonstrating professional excellence and acting as an ambassador for the function.
• Monitor and manage team performance against agreed service standard by accessing self-served MI portals.
• Ensure the team has consistently meeting Quality of work, hold coaching sessions to close any gaps in performance.
• Drive key service metrics including First Call Resolution, email responsiveness, Net Promoter Scores, Micro moments.
• Accountable for the resolution of customer related issues that are identified by your team, responsible for identifying/removing any barriers that impacts the delivery of outstanding customer satisfaction and act as the point of escalation for serious business partner (Intermediary) / customer (Corporate Group) complaints.
• Work closely with customer excellence team in Identifying and implementing initiatives to enhance the customer experience in different micro-moments

Key Skills/Qualifications needed for this role:

• Bachelor's degree or equivalent preferred.
• This role required to hold valid individual insurance agent license issued by Hong Kong Insurance Authority (HKIA). If you have not obtained one, you need to obtain the license within probation (IIQE Paper I and II). Your academic qualification must satisfy the requirement from HKIA.
• Complete the required CPD hours recognised by HKIA to maintain/renew a valid individual insurance agent license with HKIA.
• Strong leadership skills with the ability to build high-performing teams and foster a culture of accountability and continuous improvement.
• Demonstrated capability in coaching and developing team members to reach their full potential.
• Detail-minded and critical thinking, high confidence in decision-making and problem-solving capabilities by making sensible judgement.
• Willingness to work hands-on with the team and lead by example.
• Have passions and self-motivations to learn Bupa process and business rules, willing to accept challenge to develop yourself as a subject matter expert under a steep learning curve.
• Act agile, strong resilience during change and highly adaptable to transformation.
• Excellent interpersonal and communication skills, with the ability to influence and drive results.
• Fluency in English and Cantonese, with excellent written English. Great Mandarin is a plus.
• Sound experience in managing a team of minimum 10 FTE.

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 we 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.

Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We're committed to ensuring you're treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

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