Job Description

Roles & Responsibilities

Job Description: Business Partnerships Consultant (6 months Secondment) Bupa Egypt Insurance SAE - District 5 Campus, Building B07, Ain Sokhna Road, New Cairo 11361, Cairo Full Time - Secondment (6 months) 40 hours per week Local Egypt Bonus Scheme Hybrid Working (1 days per week office working) Job Grade: A11 We make health happen 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.

Role Overview As a business partnerships support consultant, you deliver an exceptional customer experience for our Corporate customers. You provide a dedicated and comprehensive service, responding to contacts from Group Secretaries and Intermediaries and deliver the highest level of customer care, creating extraordinary relationships resulting in good business retention and expansion. Customer contact will be via emails. This is a diverse and skilled customer facing role where you will be supporting the account managers in securing the renewal of group schemes through delivering world class customer service, first contact resolution whenever appropriate. Your individual performance will be a key contribution to the department achieving all targets for quality, productivity, compliance and regulation. You will be a customer service champion, putting the customer at the centre of everything you do and putting forward ideas for the continual improvement of the customer experience.

How you ll help us make health happen 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 renewals 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

Desired Candidate Profile

• Medical background e.g Dentist/Physiotherapist/ any other medical profession
• Confident and articulate in English (both written and spoken)
• Relevant qualification in customer service or related studies useful but not essential
• Microsoft Excel skills required and a high level of competency in all Microsoft software is desirable
• 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.
• 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