Bahrain Job Openings
Stc
Service Delivery & Operations Lead (InsurTech)
Manama
FULL TIME
August 14, 2024
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Oversee and manage the delivery of high-quality services from receiving the request to fulfilment with strong focus on delightful customer experience & excellence management across the value chain.
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Lead service delivery team on premise and remote locations and ensure enablers (systems, trainings, toolkit, escalation matrix etc.) are available to carry out tasks efficiently.
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Maintain a strong relationship with multiple providers to negotiate service contracts and ensure other enablers are available to deliver their services in line with the agreed arrangements.
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Design, track and run analysis on KPIs against specified targets, reporting results on a regular basis to higher management, identifying root causes of underperformance if any, and taking corrective actions as needed.
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Identify the touchpoints of improvement during the process and collaborate with internal and external stakeholders to design policies and procedures to execute them.
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Leverage on the strength of stc’s core services to ensure best in class customer experience while ensuring profitability of the Insur Tech and Emerging Services play.
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Handle complaint on day-to-day basis and collaborate with internal and external stakeholders to resolve them within SLAs and in accordance with SOPs.
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Develop policies & procedure to improve complaint handling and approach a zero-complaint service delivery model in collaboration with stakeholders and constantly track the performance of initiatives.
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Manage day to day operations including reconciliation, invoicing, payments & forecasting expenditure in collaboration with finance and other operations within the Insur Tech & Emerging Service value chain.
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Perform other duties as requested.
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Bachelor’s degree in business administration / supply chain
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Proficiency in English & Arabic language
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Master’s degree in business administration / supply chain
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Proficiency in English & Arabic language
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Minimum of 8 years of relevant experience in modern trade (electronics), OEM, service centre management.
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Experience in telecom industry would be a plus point.
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