Senior Bpo Manager

6 days ago

Cape Town, South Africa Black Pen Recruitment Full time

**Job Title**: Senior BPO (Business Process Outsourcing) Manager (Insurance/Medical)

**Start Date**: Flexible

**Location**: Cape Town

**Job Type**: Full Time | On-site

**Salary**: Base + Benefits

**Requirements**:

- Bachelor’s Degree or Certificate of Higher Education
- At least 5 years of previous experience in BPO centres management
- Customer Service oriented, Solution oriented
- Full computer literacy in Microsoft office tools
- Additional language is advantageous, being able to operate in a multilingual and multicultural environment; current teams are English, Italian, German, Danish, Swedish etc. Clients are global.

**Benefits**
- Salary negotiable - dependent on qualifications and experience.
- Retirement Annuity benefit - contributions paid by company
- Company Health and Accident Insurance
- Medical Aid: Discovery Health - Plan: Classic Smart R2 200 from the start of the contract (+/- 7 days)
- 21 days of leave Parking

**Responsibilities**
- Oversee all functions and controls for existing and new BPO business implemented
- Communication with customers, contribute to customer relationship development by building, maintaining constructive relationships with existing and new BPO customers.
- Provide solutions that improve customer experience whilst internal arrangements are kept efficient
- Overseeing productivity, quality, and controls to ensure SLAs are kept.
- Ensure that performance meets customer expectations and assure maximum customer satisfaction
- Overseeing the coordination of staff availability and language requirements between the different platforms
- Participating in onboarding of new customers and operate as the main point of contact for the commercial team at the head office
- Participate in discussion of contractual and financial matters
- Promote and sell the EC concept to new customers and maximise sales and opportunities.
- On-going maintain and improve knowledge of customer needs, industry, markets, and products.
- Responding to customer requests and questions regarding service, products, and account
- Information.
- Maintaining a quick response rate with highest standards, high levels of grammar, listening and verbal skills to facilitate exceptional customer service correspondence.
- Establish and maintain effective working relationships with our QA department, supervisors, and customers.
- Coordinate and participate in strategic meetings individually with clients or together with management.
- Keep an overview and understanding of financial flows and balances of BPO customers.
- Actively participate in business development projects and follow international developments in fields of BPO services and travel claims services.
- Actively participate in internal automation development projects when required.
- Transferring needs of customers in full accordance with the BPO platform and processes.
- Proposing and implementation of long-term targets in BPO operations, coming from the customers’ expectation, cultural specifics, and previous history of joint cooperation.
- Preparation statistics and presentations for regular Monitoring Boards with the customers
- Tasks defined by Disaster/Contingency Plan and Business Recovery Plan, incl. coordination and arrangement of telcos with customers; active guidance and support for supervisors in managing the situation.
- Position may require international travel.

**About the Company**

Our client is one of the world’s leading companies in the fields of medical assistance, travel assistance and insurance claims handling. Since 2009, they have been part of the prestigious reinsurance company Munich Reinsurance Company, a multinational insurance group that is one of the world’s leading reinsurers.

They are a one-stop solution: 3 assistance hubs; 11 regional branch offices; claims invoices in 53 currencies invoiced in EUR or USD; over 70,000 providers and 190,000 cases handled annually make them the only partner you need. Their structure enables our customers to partner with only one entity whilst still receiving global services from all their emergency medical assistance centres, all aspects of claims settlement, extensive cost containment, quality assurance and advanced reporting tools. The result is a cost-efficient global solution.

They hold one of the best provider networks worldwide, covering all countries and territories globally with extensive and cashless solutions. Their network of over 70,000 providers is built with their local connections and local knowledge within the region, by their network specialists. Additional services include expatriate solutions and specialised services in the fields of telemedicine, travel security, occupational health services and onsite medical personnel services.

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