Manger Service Excellence
Bupa Arabia
مجموع سنوات الخبرة :18 years, 6 أشهر
Plan, deploy and lead all lean activities that will produce significant cost savings through productivity, quality, waste reduction improvements, and improving business processes.
• Trained frontline Officers on Lean / Kaizen- continuous improvement and leadership skills. Developed a program to utilize improvement projects as a catalyst to train supervisors on leadership skills.
• Coaching to Staff about the continuous improvement process and cross-functional.
• Implement NPS program actions from all aspects and assure implementation and drive full
execution
• Collaborate providing guidance, training, and coaching to operational leaders and staff for
execution of best practices and targeted strategies on performance improvement efforts to positively impact customer satisfaction.
• Translates the concepts of service excellence, customer experience and customer relations into
actionable behaviors. Works to implement system-wide solutions to impact performance.
• Monitoring / evaluating the NPS Calls for quality purpose
• Implement NPS Insights and drive actions to add value to Customer Experience
• Build effective relationships to collaborate independently with leadership in the implementation of
Service Excellence strategy, tools, and initiatives.
• Proactively works to identify opportunities for improvement through gap/data analysis and
monitoring of customer/family feedback for all service lines system-wide.
• Develops dashboards and graphs for reporting service outcome data
• Coaching leaders and continuous improvement staff of large, cross-functional improvement
projects to achieve measurable results.
• Develop employee skills, and work to shape strategic improvement plans.
• Develops mechanisms that produce a sustainable continuous improvement culture.
• Performs quantitative analysis of key process indicators to identify opportunities for process
improvement.
• To manage the Relationship Services function of Operations in accordance with the revamped model of Customer Relationship Management adopted by the business.
• Collaborate with Operations stakeholders to improve and maintain better health profiles of customers in coordination with the Sales Relationship Teams
• Coordinate the management of claims analysis on medical costs with the Sales Relationship Teams to propose solutions in reducing medical costs and healthcare utilization
• Monitor the progress of these actions along with key accountabilities to ensure all actions are completed as per the agreed deadlines
• Execute the revamped Relationship Model in close collaboration with the Sales Relationship, Operations, Commercial Finance and Marketing teams
• Manage the development and driving of execution plans in a timely and flawless manner for the signed off accounts based on segmentation criteria
• Ability to exercise professional judgment and assume responsibility for decisions which have an impact on people, costs and quality of service
• Ensure risk identification, escalation and mitigation of risks in a timely manner to identify and resolve any impact on project outcome or agreed timelines during project delivery
• Facilitate and manage consistent meetings to review the dashboards and identify key opportunities for improvement
• Prepare, manage and conduct presentations and business updates to key leaders within the organization
• Conduct regular monthly meetings with all stakeholders to identify top service failures and hot/pending issues across Operations, regardless of frontline operations or back-end operations
• Manage the development and maintenance of a Relationship dashboard to monitor, review and report progress of KPIs against targets in a consistent manner
• Manage a consistent and systematic process to identify and commit to actions that will continuously improve the service level standardss
Evaluate financial and monetary documents and statements.
• Assembled and organized key data from multiple sources for presentations to corporate management.
• Coordinating the preparation, maintenance, and filing of projected P&L account, Bills Discounting and Balance Sheet as required by bank authorities.
• Coordinate the preparation of Financial Statements, Financial Reports for internal usage.
• Prepared monthly, quarterly and annual financial management reports for the various projects within the organization.
• Generated daily bank deposits, verified balance receipts and reconciled banking transactions for weekly treasury reporting.
• Responsible for all levels of branch quality control/quality assurance
• Participated in generating quarterly financial reporting for external audit purposes by consolidating financial reporting from all divisions for management review.
• Performed risk assessment analysis including discussions with executives and developed plans to mitigate identified risks.
Conducted investigations on Lost, Fraud cases
• Prepare a comprehensive audit plan that includes scheduling, planning and organizing audit functions in a timely manner
• Checking out all the operational activities and stock verifications of the various branches of the bank
• Responsible for assigning work to the different departments and estimate resource needs.
Provide management with an opinion on internal control.
• Perform an internal audit of systems and documents of the organization
• Check compliance of books with the set legal regulations of bookkeeping.
• Check accuracy within the financial statements showing amounts of incomes, expenses, stocks, profits, deposits, loans etc
• Assist during the external financial audit of the organization
Developed and executed business development account plans/business reviews.
• Establishing strong coordination with each business partner regarding their product information to entertain every customer and avoid uncertain situation like unavailability & out of stock.
• Invoices of more than 150 vendors/ business partners including dining (All leading Restaurant & Shopping malls and electronics & travel agencies are received by me and forward to finance after processing and proper checking.
• Maintaining their MIS in excel and confirmed by phone/letter from each vendor regarding their payments.
• To ensure that each amount is according to our requirement and the claim amount is fair as mention in MOU.
• Dealing with courier companies to accomplish channels of distribution.
• Keeping clients fully informed with current market position and bank’s new products.
• Opening of customer account.
• Complete the required document as per prudential regulations of SBP for opening of account.
• Opening of account on System and allotment of account number.
• Responsible for forwarding the AOF to Centralized Account Opening Department after completing all formalities.
• Responsible for processing of customer cheque books and custody until not delivered to customer.
• Responsible for forwarding of ATM cards application to card centre and follow up.
• Dealing with inquiries and complaints of customer.
• Responsible and Custodian of Security Stationery and issuance of stationery.
Field of study : Finance & Marketing