:

Claims Service Manager

Dubai, UAE

Hybrid working

Permanent

Here you\xe2\x80\x99ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You\xe2\x80\x99ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose \xe2\x80\x93 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.

ESSENTIAL CRITERIA \xe2\x80\x93 please only apply if you have the following:

-Must be a UAE National with family book (that can be provided)

-Must hold a University Degree (with certificate that can be provided)

What you will do

• Leading highly skilled individuals to deliver the very best service to Members, Groups, Brokers and other partners as and when required.
• Ensure the team are achieving all targets for contact handling, turnaround times and quality.
• Ensure team members take end to end ownership for the resolution of all general complex customer/provider claims. Case manage all queries through to resolution. Includes assessing and requesting additional information as required.
• Embedding a case management approach so that your teams take full ownership of each customer claims query.
• The efficient and effective (100% accurate) assessment of any claim and customer query.
• The delivery of all customer SLAs for email response times, claims turnaround and quality targets as and when required.
• Lead the continuous improvement initiatives identified by the Claims Case Managers, to continually challenge existing process and drive the development of new process.
• Ensuring all Claims Case Managers have the right capability, skill and knowledge to successfully and consistently achieve high levels of customer satisfaction.
• Ensure all operating processes are optimised.
• Deliver in line with, and ensure compliance with regulatory obligations
• Ensure compliance with all regulatory and governance requirements, including DHA, HAAD, FCA and Treating Customers Fairly

What you will bring

• Must be a UAE National with family book (that can be provided)
• Must hold a University Degree (with certificate that can be provide
• 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.
• Experience in leading the delivery of customer service within a contact centre setting, coupled with experience in leading a case management approach to query resolution.
• Experience in International Medical Insurance with a medical and / or legal background (desirable).
• Significant knowledge of claims management, including knowledge and experience within a regulated environment.
• Ability to speak a second language (desirable).
• Evidence of building talented, high performing teams and getting the best out of highly talented people.
• A proven track record of achieving and exceeding targets in a similar environment.
• Able to establish a performance management culture.

Time Type: Full time

Job Area:

Locations: Dubai - OIC

Bupa