Area Operation & Customer Experience Manager
Bupa Arabia
Total years of experience :15 years, 4 Months
• Organizing, planning, and monitoring Bupa corporate clients to ensure optimized interaction between Bupa stakeholders and the clients.
• Developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction.
• Ensure the correct products and services are delivered to customers in a timely manner.
• Direct the activities of customer experience representative to ensure the interactions with clients reflect positively on the company.
• Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
• Analyze customer feedback and develop programs effective for improved customer experience with marketing, sales and advertising departments.
• Serve as the link of communication between key customers and internal teams.
• Play an integral part in generating new sales that will turn into long-lasting relationships.
Objective
Drives satisfaction & loyalty through
comprehensive understanding and continuous improvement
of our customer's experience.
Subject
OES Survey Management.
Customer Journey mapping.
VIP Program.
Customer Centricity: Drivers customer success stories, share best practices, encourage rituals
Customer Complaints: Ensure specific issues detected are promptly managed and closed and deploy corrective actions.
Company Performance Management Platform:
• Ensure specific issues detected are promptly managed and closed and deploy corrective actions
• Manage the Company performance management tool
• drive the corrective actions required and apply on the processes
• Ensure that different customer experience initiatives are implemented properly within the retail banking, using research & other information source.
• Formulating initiatives & driving action to create a positive customer experience and measuring it in a way that is consist across the region and fully aligned with group practice.
• Retail bank net promote score responsibly (Survey).
• PMO for client’s customer service with internal stakeholders.
• Analyze customer feedback and develop programs effective for improved customer experience with marketing, sales and advertising departments.
• Develops the strategy plan for Wealth Management to meet business objectives.
• Assumes full management responsibility of Wealth Management P&L and ensures effective cross-selling of the bank's products and services amazing ex production.
• Identifies new business opportunities with existing clients and recommends suitable products according to target customer profiles to grow the bank's portfolio.
• Manages the implementation of credit process within my authority limits to high net-worth. Individuals in order to build a sound credit portfolio.
undergraduate
دبلوم عالي في الاعمال البنكية ( القطاع الخاص)