Business Partnerships Consultant - Secondment

Bupa Arabia

Role Overview

As a Business Partnerships Support Consultant, you will deliver an exceptional customer experience for our Corporate customers, responding to contacts from Group Secretaries and Intermediaries and deliver the highest level of customer care by creating extraordinary relationships resulting in good business retention and expansion.

What you will do

• Respond to all incoming queries from Group Secretaries/Intermediaries by email including proactive outbound emails.
• Take end to end ownership of the investigation and resolution of escalations and issues. You will be required to liaise, negotiate and co-ordinate with other teams to ensure a customer focused resolution identifying issues and trends, recommending solutions within agreed authority limits.
• Work closely with internal teams such as Corporate Sales, New Business, Finance and Claims to ensure a smooth customer journey.
• Complete all related customer administration such as maintaining and updating customer records, onboarding members for key groups and carrying out membership changes mid-term or at point of renewal.
• Demonstrate flexibility by supporting the wider Business Partnerships operation at busy times.
• Develop effective working relationships with the Service Account Managers.
• Support and train new joiners in the team depending on experience and knowledge.
• Pro-actively encourage and promote self service options available.
• Participate in and contribute to regular 121s and team meetings with your Manager and take ownership of your personal development.
• Be a role model for the team demonstrating outstanding values and performance.
• Be an advocate for change. Contribute to the continuous improvement process by putting forward ideas for improvement and making a contribution to focus groups.
• Proactively report any trends from brokers/groups to support the account managers in managing their portfolios of global Intermediary network and corporate schemes; retaining, maintaining and expanding business in line with agreed targets.

What you will bring

• Demonstrate fluency in English
• Hold a bachelors degree from a medical university
• Background in the global health insurance market, or relevant transferable skills and knowledge from other financial services industries such as Life Insurance, Retail, Commercial or Investment Banking and Wealth Management.
• Previous experience in a medical field.
• Experience in Claims, Sales or Renewals would be beneficial.
• Highly customer focussed.
• Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes.
• A good understanding of Bupa Global processes and systems.
• Good understanding of complaint handling processes.
• Experience of working in another Bupa Global Operational department is preferable.
• Able to manage own workloads and build effective relationships.
• Good organisational, planning and time management skills.
• Good written communication, a high level of assertiveness and an excellent telephone manner.
• Good problem solving and analysis and using your network to assist in fixing issues.
• Experience of managing your own portfolio and face to face contact with your customers.
• An ability to speak a second language would be an advantage.