About Bupa Arabia

Bupa Arabia is a leading healthcare provider committed to delivering high-quality customer service. We operate across various regions, focusing on maintaining strong relationships with our key accounts and ensuring operational excellence in customer care.

The Role: Senior Associate Key Accounts Customer Care

Bupa Arabia is seeking a Senior Associate Key Accounts Customer Care to join our team in Yanbu or Medina, Saudi Arabia. This is a full-time position responsible for managing key account relationships and overseeing customer care activities to ensure the highest level of service delivery and compliance with established standards.

Key Account Management and Relationship Building

• Manage all Key Account delegates within the assigned region.
• Oversee and maintain relationships with Group Secretaries and Relationship Managers (RMs) across all groups.
• Build strong relationships with internal operational units, including membership, back office, customer service, and reimbursement claims teams, to ensure agreed service levels are met.
• Ensure the satisfaction of Group RMs throughout the regions.

Operational Oversight and Service Excellence

• Control the activities of the customer care team to maintain and enhance customer relationships and meet organizational objectives.
• Proactively monitor, manage, and implement service plans and team performance for Key Accounts support, ensuring all operational Key Performance Indicators (KPIs) are achieved.
• Manage daily unit operations to ensure high efficiency and full compliance with policies, procedures, and processes.
• Accurately forecast workload to ensure necessary resources and tools are available for quality customer service delivery.
• Monitor daily operations and make required decisions to maintain and improve processes in line with KPIs.
• Analyze customer complaints, issues, trends, and behavior across all groups to identify potential issues and resolutions.
• Satisfy escalated customer issues by answering inquiries and resolving complaints effectively.
• Implement policies, procedures, projects, and all required communications, including KAizens and Continuous Improvements.

Team Leadership and Development

• Prioritize and delegate work tasks to ensure effective unit operations.
• Facilitate goal setting and continuously review individual performance.
• Provide regular feedback, coaching, and development to direct reports.
• Motivate, empower, and enable direct reports by providing the necessary tools and support to achieve organizational development objectives.

Required Experience

• Candidates should possess 0-1 years of relevant experience.