A Globally leading Multinational company that deals with medical Insurance products, is looking to identify a strong candidate for their Customer Service / Outsourced Operations Relationship management. The role is Dubai based. Our client outsources a set of operational activities to outsourced partners based in Philippines, India, Thailand etc. Though outsourced these are very critical elements to the success of a seamless operations & ultimately in delivering client/customer satisfaction. Hence we are looking at an individual who has experience managing vendor relationship / outsource vendor quality aspects.
Kindly find below the details of the role:
To increase member and provider satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully-integrated organization staffed by knowledgeable, customer-focused professionals, supported by exemplary technologies and processes. Main focus will revolve around the management of outsourced vendors for the business.
Maintains oversight of outsourced network. Co-ordinating and resolving escalated service issues relating to outsourced functions. Plans, directs, and implements procedures that will assure a high level of customer satisfaction in accordance with plan policies and procedures.
Fundamental Components
• Develops, monitors and reviews service performance reports and trends and recommends specific actions or remedies as necessary.
• Develops and maintains strong collaborative relationships with Operations department and external outsourced vendors
• Supervises, develops, trains, evaluates and coaches staff to provide value adding customer service while ensuring that quality standards are met.
• Recommends process improvements to deliver required Operations service levels
• Liaise with external vendors, especially in relation to apparent service level breaches
• Manage one or more external service providers as part of an outsourcing strategy.
• Establishes a clear vision for outsourced partners aligned with company values; sets specific challenging and achievable objectives and action plans; motivates others to balance customer needs and business success; challenges self and others to look to the future to create quality processes, services, and solutions.
• Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together.
• Effectively applies and enforces company policies and practices
Job Details
| Date Posted: | 2013-06-12 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Customer Service |
| Company Industry: | Insurance |
Preferred Candidate
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