Operations - Membership Supervisor
MEDGULF
Total years of experience :13 years, 9 Months
To allocate and quality assure the accurate and timely processing of policy amendments related to member details, prior to their dispatch, and to ensure billing information is incorporated.
To ensure that notifications for membership changes, amendments, deletions, etc, as requested by customers, sales teams agents or brokers are recorded on the system and allocated for processing.
To monitor work volumes and team member productivity, deploying staff resources to facilitate most efficient output.
To maintain an up-to-date knowledge of industry standards and requirements to enable provision of guidance and advice to team members and to take responsibility for some queries and problems, especially in respect of the more substantial and complex contracts.
To promote and ensure the accuracy and legitimacy of data inputting in respect of member details, instituting and conducting sampling and checking systems as appropriate, and signing-off policy documentation as required by process specifications.
To ensure that membership details and registrations conform to CCHI regulations.
To advise customers (and Sales where relevant) of rejections of requested and up-loaded
amendments, suggesting solutions where possible.
To refer Policies to the Quotations section for Premium reassessment in circumstances where current Policy terms do not immediately allow for the changes requested by the Customer.
To ensure that billing calculation and production is incorporated into membership amendment activities and to include a check on the debit note calculations as part of the section's quality assurance process.
To confirm that all completed membership documentation and associated cards are satisfactorily transferred to Dispatch for delivery in accordance with target time frames.
To provide day to day supervision of section Officers, affording motivation, providing feedback, agreeing to leave requests and receiving sickness absence explanations plus
contributing to half-yearly appraisals.
To provide routine and ad hoc reports to management on work volumes and quality plus business risks.
Presenting problem solving solutions and ideas for innovation.
•Demonstrate a through knowledge of all aspects in membership department successfully about :
1- Product knowledge
2- Membership knowledge
3- CCHI regulations knowledge
4- Caesar system
•Maintain strong DMS and dealing with day to day issues and activities & continuous management of DMS outsourcing project, update plans for unexpected volumes or peak months & improve quality criteria
•Improve quality measures to achieve quality targets by clear communication and action plans with DMS and comprehensive training for membership team on membership policy and set up process
•Demonstrate daily actions from the core of the department processes by following instructions and suggesting improvements
•Creates and maintains a working environment which motivates the team and ensures the retention of the best performers. Continuous follow up with the team on their daily tasks and making sure they are performing and delivering their KPI’s on daily basis
•Keep in direct contact with the group secretaries to inform them about their mistakes in web.
•Positive attitude toward internal & external customers and willing to provide support
•Give the required explanation for clients about system functionality upon visiting BUPA premises
•Maintain regular and punctual attendance
•Discuss and provide support, guidance and direction in dealing with issues and problems arising in the admins and drivers day to day activities
•Monitor and evaluate the development of the membership (admin & senior) and ensure to maintain competent staff
•Maintain strong relationship with ARAMEX and dealing with the deliveries day to day issues and KPI’s maintained