Retention Support

October 7, 2024

جدة

Key Account Relationship:

Execute the revamped Key Account Customer Experience module in collaboration with the Sales Relationship Managers, Operations, Commercial Finance and Marketing teams
Manage the development and execution plans in a timely and flawless manner for the assigned Key accounts based on segmentation criteria
Proactively search for innovative services and strategies that can further add value to the Key accounts.
Drive Operations initiative in collaboration with Relationship Managers and cross-functional teams
Monitor the progress of these initiatives along with key accountabilities to ensure all actions are completed as per the agreed timelines
Promotes clear communication amongst Operations teams, internal stakeholders and the Sales Relationship Manager

Key Account Customer Experience:

Manage the customer experience framework in collaboration with the Sales Relationship Manager to ensure effortless experiences for Key Accounts with Bupa and our partner providers
Ensure a consistent and systematic process of customer collaboration through the Sales Relationship Manager to identify key pain points and explore innovative solutions to drive a better customer experience across the customer journey
Extract medical cost management reports and present it to Sales Relationship Manager to support the awarness of reducing medical costs and healthcare utilization
Collaborate with Provider Relations and Sales Relationship Managers to manage the process of driving and directing the Key Accounts towards the most cost-effective providers for certain top health conditions of their respective staff members
Collaborate with Operations stakeholders to improve and maintain better health profiles of customers in coordination with the Sales Relationship Manager.
Ensure timely and consistent review of claims analysis to support the health profile improvement of customers

Customer Service Engagement:

Manage a consistent and systematic process to review the service performance with Key Accounts and identify key service failures
Manage a consistent and systematic process to identify and commit to actions that will continuously improve the service level standards.
Manage a process to consistently receive feedback from Key Accounts in collaboration with the Sales Relationship Manager and conduct surveys regularly
Analyze survey results, evaluate customer behavior, understand and identify opportunities for improvements in service, revise action plans
Ensure an effective service recovery process which includes complaint logging and handling is in place and quick action to cascade and recover members when necessarly
Ensure service reports are shared with the Sales Relationship Manager, internal stakeholders and the Key Account in a timely manner

Stakeholder Engagement & Reviews:

Conduct regular monthly meetings with Relationship Managers & internal stakeholders to identify top service failures and hot/pending issues across Operations
Manage quarterly Operations leadership forum.
Monitor the completion of agreed actions, track and report progress to all internal stakeholders
Prepare, manage and conduct presentations and business updates to key leaders within the organization

Key Account KPI’s & Dashboards:

Monitor & consistently report agreed KPIs to internal stakeholders and Relationship Manager
Manage the development and maintenance of dashboards to monitor, review and report progress of KPIs against targets in a consistent manner
Facilitate and manage consistent meetings to review the dashboards and identify key opportunities for improvement

Ability to exercise professional judgment and assume responsibility for decisions which have an impact on people, costs and quality of service
Excellent verbal and written communication skills, with the ability to convey technical issues in a clear, concise and effective manner
Highly customer-focused and strong service orientation with a mindset towards continuous improvement, value driven to provide superior solutions to customers.
University Degree in Business Administration or Medical Degree