This role will Handle retention and loyalty for UAE based members through Optimizing a communication strategy to raise customer awareness, comprehension and engagement within the company , and effectively bridge the gap from the point of sale to the point of service.
While maximising the retention of existing members who are approaching their renewal dates through phone and email communications.
and by directly achieving the required service delivery targets.
The role aims at improving customer tenure by reducing churn and customer defection rate, which will disproportionately have a positive impact on profitability and growth through proactive retention and loyalty initiatives aiming at elevating members’ satisfaction level with the product performance and level of service.
Your individual performance will be a key contribution to the department achieving all targets for quality, productivity, compliance and regulation.
Putting the customer at the centre of everything you do and putting forward ideas for the continual improvement of the customer experience and increasing sales conversion rates.
This involves liaising with different departments across the organization to investigate and resolve issues and queries in a timely manner .
Manage customers’ churn to eliminate customer loss, identify and record the reasons behind the cancellations in order to make based recommendations for next steps.
This also includes providing various product options and issuing price quotations to all lapsed members who wish to resume their policies .
Successfully assist in developing and executing continuous mechanisms for loyalty programs and touch points to ensure customer retention and improve the customer satisfaction level within the company.
The Ideal Candidate
mail or over the telephone.
About the Company
Bupa’s purpose is longer, healthier, happier lives.
we run care homes, retirement and care villages, primary care, diagnostic and wellness centres, hospitals and dental clinics.
We also provide workplace health services, home healthcare, health assessments and long-term condition management services.
We have 32M customers globally. With no shareholders, we invest our profits to provide more and better healthcare and fulfil our purpose.
We employ 86,000 people, principally in the UK, Australia, Spain, Poland, New Zealand and Chile, as well as Saudi Arabia, Hong Kong, India, and the USA.
We have grown significantly, particularly through 2013 to 2015, when we accelerated execution of our strategic vision. We are similar in revenue and profit to Marks & Spencer, and larger than Heinz in revenue.
Because Bupa does not have shareholders it does not have a listing, but if it did it would be in the FTSE 100. Bupa is not a mutual or a charity but a company limited by guarantee that seeks to maximise its profits in order to fulfil its purpose.
With customers in virtually every country in the world and 70% of its revenues now generated outside the UK, Bupa is a truly international organisation.
Bupa's Strategic Framework
Our strategy has three pillars : Customers, People, Performance. It puts our customers front and centre in the context of today’s digital age.
As a service organisation, everything we do for our customers relies on our people and partners, so being a place where people love to work is critical to our success.
This, combined with disciplined risk and capital management, is how we will deliver strong and sustainable performance .
We are looking for individuals who share in our values and this strategy, and are capable of delivering outstanding results for the business.
Bupa’s International Markets (IM) unit has 16 million customers across all continents around the world. It manages a portfolio of businesses, including a large international health insurance, travel insurance and medical assistance business called Bupa Global, as well as established domestic health insurance businesses in Hong Kong and Brazil, two associate health insurance companies in Saudi Arabia (34.
25% Bupa ownership) and India (49% Bupa ownership), and Hong Kong’s largest private clinic network.
Bupa Global provides products and services worldwide to people who want access to premium health and care at home or as they study, live, travel or work abroad.
We provide international health insurance, travel insurance and medical assistance to individuals, small businesses and global corporate customers all around the world.
Bupa Global has over 1,800 employees and has offices in London and Brighton (UK), Miami (USA), Copenhagen (Denmark), Hong Kong (Greater China), and Dubai (UAE), as well as in Egypt, Mexico, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.
Bupa Global Latin America; Bupa Global North America and Bupa Global Europe.
Application process :
Timescales for reviewing applications will differ between regions, but you will always receive a response to your application.
The recruitment process itself will vary per role and region, but you will be updated along the way via phone and email (so please look out for these!).
To view what stage of the process your application is currently at, you can also log in and view your dashboard.
Technical / function specific interview; Online profiling assessment; Presentation, written task, role play; Assessment centre.
If your application is successful and you’re invited to join the team, the resourcing team will guide you through your on boarding journey.
Should you require any reasonable adjustments to be made or facilities provided to enable you to attend an interview, please do not hesitate to contact us prior to the interview at bupaglobalcareers bupa.
com, so we can make adjustments accordingly.