:
Broker Servicing Team Coach
Dubai, UAE
Hybrid working options
Permanent
Full time 9am to 5pm Monday to Friday
Apply by 9th May 2025
Here youll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. Youll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose helping people live longer, healthier, happier lives and making a better world.
Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.
Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.
About the role
The Team Coach will support existing and new front line team members in their continual development in role, focussing on all aspects of their role including the development of technical, process and products skills and knowledge and their ongoing development of soft skills and behaviours.
They will be the xe2x80x98go to member of the team for queries relating to day to day procedures and best practice. They will be a role model for how we engage with our customers, demonstrating excellent customer care and empathy at all time and being a role model for Bupas values. The Team Coach will be a point of contact for escalated external and internal customer calls.
What you will do
Conduct one on one technical and soft skills coaching for team members to support them to continually build their knowledge, skills and support them to provide outstanding service to customers
Through coaching, ensure compliance with relevant legislation and compliance policy. In particular will ensure that the correct processes are being followed in relation to handling customer complaints and the fair treatment of customers
Identify skill gaps and conduct one on one coaching to rectify skill gaps where identified
Feedback trends regarding skills gaps across the team to the Service Manager and the Training Manager so that improvements can be made to the induction training and ongoing development training
Carry out side by side and remote quality monitoring
Continually maintain a personal high level of knowledge of procedures, products, systems, being the most knowledgeable person in the team
Handle escalated external and internal customer calls
Being a role model in the department for providing outstanding service to customers and demonstrating excellence in behaviours relating to Bupas values
25% of working time in a typical working week is spent carrying out the team member role as appropriate
Carrying out team co-ordination activities as required by the Service Manager
Supporting the general running of the team and department
Carry out internal quality assessments as required
What you will bring
2-3 years experience in a team leadership, management, acting manager or acting team leader role
Experience in UAE, preferably in an insurance company as Customer Services or Broker Services or having worked in similar roles in a broker house.
Can demonstrate a high level of knowledge of UAE products and customer service systems and procedures
Excellent interpersonal and communication skills are required with emphasis on the ability to develop people to achieve successful outcomes
Can demonstrate examples of supporting and coaching colleagues in a customer service setting (either informally as an experienced team member or more formally in a previous coaching role)
Is known as a role model within the department, providing excellent customer service, quality and performance against department KPIs. Role models Bupas values
Ability to inspire and create enthusiasm, energy and cooperation in others to achieve work objectives
Diversity and Inclusion
Bupa is committed to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to Bupa. Well make sure you are treated fairly. Thats why were happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them.
Whether youve found your feet or are discovering a new path.
Welcome to a place that celebrates you.
This isnt where you've been.
This is where you're going.
This is what we have belief in.
Time Type: Full time
Job Area:
Locations: Dubai - OIC