Gather, analyze, and document business requirements, and support solution delivery with stakeholders.
Support UAT, implementation, and post-implementation review to ensure successful project delivery.
Maintain the CS enhancement log, CR register, project roadmap, and project governance reporting.
Develop process flows, presentations, training materials, and management reports to support project communication
Coordinate with stakeholders, IT teams, and vendors to support system enhancements, solution delivery, and issue resolution.
Support the development and enhancement of customer service platforms, including IVRS, Customer Portal, Mobile App, CRM, WhatsApp, and related applications.
Prepare reports, dashboards, project updates, and operational analysis to support management review and improvement planning
Monitor operational trends, customer feedback, and service performance to identify improvement opportunities
Maintain SOPs, operational guidelines, training documentation, and related records
Support Customer Care Operations Excellence administration and coordination
Bachelor's degree or above in Business Administration, Information Systems, Computer Science, or related disciplines
Relevant experience in customer service operations, business analysis, project coordination, process improvement and system enhancement.
Strong analytical, communication, stakeholder-management, and problem-solving skills.
Self-motivated, organized, detail-minded, willing to learn, and able to manage multiple priorities in a fast-moving operational environment.
Familiarity with Microsoft applications, including Excel, Word, and Outlook.
Experience in insurance field is preferred
Experience in IVR, CRM, Business WhatsApp, or customer application is an advantage.
Ability to adopt AI-assisted tools for problem solving workflow improvement, analysis, or productivity enhancement is an advantage.
Bupa offers 5 days’ work per week and comprehensive remuneration packages including base salary, study assistance plan, company pension plan, life and medical benefit, dental benefit, annual leave, examination leave, etc.
Bupa is an equal opportunity employer and welcomes applications from qualified candidates. Information provided will be treated in strict confidence and only be used for consideration of application with Bupa.
Personal data collected will be used for recruitment purposes only. Bupa will be in touch for any opportunities that matches your profile. All personal data of unsuccessful application will be destroyed 24 months from the date of receiving the application. Full version of Data Privacy Notice available upon request.
Pension Plan
Work From Home
Training & Development
Performance Bonus
5 day works
Banking Holidays
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Bupa (British United Provident Association) is a British multinational health insurance and healthcare company serving over 68 million customers worldwide. It offers health insurance, hospitals, dental centres, clinics, and aged care services. It operates across the UK, Australia, Spain, and many other countries.
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