Job Description:

Digital Support Performance Coach

Location: Cairo
Job Type: Full-time

Purpose of the Role

The purpose of this role is to carry out performance related coaching and development activity with Digital Support Specialists, with the Digital Support Team. They will effectively drive individual performance improvements within the team, as well as using analysis and interrogation of performance data to provide improvement and transformation suggestions to the wider Digital Team.

What You’ll Do

Individual Performance Improvement

Work with the Digital Support Team Leader to create individual performance improvement strategies for specialists within the Digital Support Team.

Complete remote and side-by-side observations, assessing performance against agreed criteria in relation to service and behavioural expectations.

Review these interactions across multiple contact channels used by the operations, such as but not limited to; telephony, webchat, social media and email.

Take analytical data and be able to understand the key behavioural changes required to drive improvements, focusing on the ‘how’ to drive the ‘what’.

Assess if contacts are completed in a compliant, customer-centric manner in line with FCA Regulations, TCF principles, and adhering to Bupa UK processes and procedures.

Where development opportunities are highlighted, ensure that feedback is provided in a timely manner to specialist.

Ensure that all feedback in a constructive, action orientated manner that will drive behaviour improvements in line with the Bupa Code.

Turn analytical data into actionable insight and goals to drive behavioural improvements that will aide specialist performance.

Monitor, report on and articulate performance improvement measures based on personalised improvement plans.

Work in collaboration with Planning functions in arranging support time that best suits both individual and business needs.

Research and review new emerging coaching theories and practices, bringing in ideas from outside of the organisation and sharing best practice amongst the team.

Develop an extensive knowledge of the current procedures and processes to ensure that all interactions are assessed accurately.

Attend, actively contribute on benchmarking exercises to align customer experience expectations with team.

Proactively prioritise and manage own allocated workload; taking full ownership of each review and delegate until an outcome and competence is reached.

Maintain knowledge and awareness of compliance requirements and take personal responsibility for adherence to regulatory and compliance control mechanisms that are in place.

Develop, maintain and engage productive working relationships with all stakeholders.

Work with the relevant trainers to carry out sign off contacts from Training tand provide any relevant feedback.

Assist with training (role plays etc) as and when required.

Team and proposition performance analysis

Create summary reports on individual and overall Digital Specialist performance, highlighting key focus areas and seeking support to unblock any challenges.

Analyse operational data, such as but not limited to; contact disposition, repeat contact, quality performance, platform usage and contact arrival patterns/volumes.

Work in collaboration with Training function to provide feedback on induction success and ensure that the induction material meets the needs to the operation.

Aide the Digital Support Team Leader and Customer Service Manager in driving a culture of high performance and customer focus.

Facilitate Digital Specialist benchmarking exercises, ensure that clarity of vision and expectation of customer service experience is clear with the team.

Ensure that knowledge of new emerging processes, technologies and proposition introduced by Bupa is of a high standard to support the team.

To organise and conduct team huddles and review meetings to address any current trends or observations and provide new colleagues a platform to share learn from the day/calls.

Keep your appreciation and understanding of the challenges face by the front line up to Spend a defined percentage of your operational time conducting yourself within the role that you are assessing.

Deputise for the Digital Support Team Leader where required in meetings with both internal and external stakeholders.

To work with the Quality Assurance Team to ensure that key considerations are being accounted for by either operation or QA Team.

Ensure that the relevant surveys are distributed to delegates to ensure that all feedback is captured; so that root cause analysis can be carried out and changes are made to Performance Academy where relevant.

What You’ll Bring

• Proven track record of delivering customer focussed outcomes in a regulatory environment.
• Previous experience of working in a Customer Facing support function to a high standard and or in a Quality or coaching function.
• Ability to work with complexity and understand technical architecture of the Bupa Digital Propositions.
• Excellent understanding of feedback and coaching methodologies, as well as their practical application.
• Strong attention to detail with the ability to analyse each interaction or situation and make decisions with confidence, occasionally defusing difficult and emotional situations.
• Demonstrate excellent problem-solving skills and initiative together with the ability to make sound commercial decisions, weighing up the possible detriment to the customer, financial implications to Bupa and the impact on overall customer experience • Excellent interpersonal skills with the ability to liaise and communicate with colleagues at all level.
• Organised and able to prioritise workload.
• Able to work with complexity, taking large data sets and being able to refine them to find trends and anomalies which need to be addressed.
• Articulate to explain the significance and impacts of suggested improvements to processes or digital propositions.
• Knowledge of the current procedures and processes should extend to a level where an Digital Support Performance Coach can provide constructive and progressive input to the future development of these procedures.
• Knowledge of TCF principles, ICOBS, FCA complaint handling requirements, T&C principles and the Financial Ombudsman Service.
• Demonstrate flexibility within the working environment.
• Progress to relevant Regulatory Qualifications (both quality assurance and complaints handler) within an agreed timeframe, as appropriate.

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.

We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”. We champion diversity and understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

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