Claims Service Manager

Claims Service Manager

**Job Description**:
**Claims Service Manager**

**Egypt - Cairo**

**Hybrid Working Options**

**Full Time**

Bupa Global is the worldwide Bupa business. We provide products and services worldwide to people who want access to premium healthcare at home or as they study, live, travel or work abroad. Bupa Global provides international health insurance, travel insurance and medical assistance to individuals, small businesses and global corporate customers all around the world.

Bupa Global has over 1,500 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 is currently organised around five regional hubs: Bupa Global Middle East, Bupa Global Greater China, Bupa Global Latin America, Bupa Global North America and Bupa Global Rest of World.

**About the role**

The role holder will ensure that all general complex customer and provider claims queries are swiftly and accurately resolved by the team. This will include managing the team who assesses claims, request the claims missing information and resolve them within the agreed service levels.

Within a contact centre setting, the Claims Service Manager will ensure that team members are organised, trained, coached and developed to deliver excellent levels of customer service. A key emphasis of the role will be to recruit and develop the best people, ensuring high work performance practices to driving a culture of high performance.

**Role Overview**
- Leading highly skilled individuals to deliver the very best service to Members, Groups, Providers, Brokers and other partners as and when required
- Ensure the team are achieving all targets for claims handling, turnaround times and quality.
- Responsible ensuring team members take end to end ownership for the resolution of all general complex customer/provider claims.
- Case manages all queries through to resolution. Includes assessing and requesting additional information asrequired
- 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 claims, claims queries turnaround and quality targets as and when required
- To lead the continuous improvement initiatives identified within the claims management functions, to continually challenge existing process and drive the development of new process
- Ensuring all Claims handlers have the right capability, skill and knowledge to successfully and consistently achieve high levels of customer satisfaction
- Ensure all operating processes are optimised
- To deliver in line with, and ensure compliance with regulatory obligations
- Ensure compliance with all regulatory and governance requirements including Financial regulatory authority, company wide regulatory obligation including FCA and treating customers fairly.

**What you'll bring**
- Background education in customer service delivery and claims management preferred. Professional Insurance qualification or Medical qualification preferred
- 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 of leading the delivery of customer service within a contact centre setting, coupled with experience of leading a case management approach to query resolution
- Experience of 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:
Call Centre
Locations:
Egypt - Cairo