Senior Associate Key Accounts Customer Care

About the Role

Bupa Arabia is seeking a Senior Associate Key Accounts Customer Care to join our team in Jeddah and Makkah, Saudi Arabia. This full-time role is responsible for managing all Key Account delegates within the respective region, fostering strong relationships with Group Secretaries (GS) and Relationship Managers (RMs) in adherence to agreed Service Level Agreements (SLAs). The position ensures compliance with processes, procedures, and policies to deliver exceptional customer service and oversees customer care team activities to enhance customer relationships and achieve organizational objectives.

Key Responsibilities: Stakeholder Engagement

• Manage and oversee relationships with all Group Secretaries across the regions, maintaining strong rapport.
• Analyze customer complaints, issues, trends, and behavior across all groups to identify potential complaints and resolutions.
• Build robust relationships with operational units, including membership, back office, customer service, and reimbursement claims teams, to meet agreed service levels.
• Ensure excellent relationship management and satisfaction among Group Relationship Managers across the regions.
• Implement policies, procedures, projects, and all required communications, such as Kaizens and Continuous Improvements.
• Resolve escalated customer issues by addressing inquiries and complaints effectively.

Key Responsibilities: Operational Oversight

• Proactively monitor, manage, and implement service plans and team performance for Key Accounts support, ensuring all operational Key Performance Indicators (KPIs) are met.
• Manage the daily unit’s operations to ensure the highest level of efficiency and compliance with established policies, procedures, and processes.
• Ensure the availability of necessary resources and tools for quality customer service delivery by accurately forecasting workload.
• Monitor daily operations and make required decisions to maintain and improve processes in line with Key Performance Indicators.
• Prioritize and delegate work tasks to ensure effective unit operations.

Team Leadership and Development

• Ensure and facilitate goal setting; manage and consistently review individual performance.
• Provide regular feedback, coaching, and development to team members.
• Motivate, empower, and enable direct reports by providing the necessary tools and support to achieve organizational development objectives.

Required Experience and Qualifications

• 0-1 years of relevant professional experience.
• Demonstrated ability to manage key account relationships and ensure customer satisfaction.
• Strong analytical skills to identify and resolve customer issues and trends.
• Experience in overseeing daily operational activities and ensuring compliance with established guidelines.
• Capability in team performance management, coaching, and development.

Work Environment

This is a full-time position based in our offices in Jeddah and Makkah, Saudi Arabia, focusing on delivering high-quality customer care for key accounts.