Senior Manager, Network Operations

hace 7 meses


Aia Guipúzcoa provincia, España AIA A tiempo completo

FIND YOUR 'BETTER' AT Blue Care
- We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us._
- We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives._

If you believe in better, we’d love to hear from you.

About the Role
- Managing the Network Operations team with the objectives of ensuring smooth daily operation of service hotlines to achieve the highest level of productivity, operations efficiencies, quality and customer satisfaction.
- Handle customer/agents/medical partners enquiries and complaints regarding all activities in insurance operation process.
- Work closely with Amplify Health to implement innovative solutions for FWA, value based contracting, and others.Responsibilities:
Support the team to deliver service and maintain smooth daily operation to meet service benchmark;
Handle customers/agents’ enquiries and complaints regarding all activities in medical insurance policy operation process such as Medical Service booking and advice, Claims and In/Outpatient arrangement

Monitor call traffic and arrange adequate workforce to meet service targets

Provide training to team in different aspects including product knowledge, system knowledge and telephone handling skills

Motivate, coach and develop staff to sustain high service level

Identify/implement the service improvement initiatives through system enhancement, process reengineering and etc.

Resource planning with relevant business parties

Deliver real time monitoring on the floor quality to avoid potential complaint and provides comprehensive and accurate solution

Identify the operation issue by monitoring the real cases and works closely with Approval Service / Claims / Contact Centre to offer long-term solutions

Prepare regular hotline service report and propose continuous improvement and help drive relevant parties to improve customer experience

Carry out investigation on complaint cases and strive to find a speedy/effective solution/service to customers’ concerns/requests on insurance products and services

Works closely with Business Partners to resolve the complaints and uncertain issues

Assist in the development of projects of Approval decision via PES & SMS, PA workflow for case management & Online booking request to provider instead Client Servicing Team to call provider

Review existing end-to-end Pre-approval customer journey and streamline as necessary in order to ensure consistency, accuracy of the service delivery and excellent customer experience

Monitor and closely work with other parties to ensure the smoothness of implementation by predefine target date

Perform coaching to team members and maintain its operation to meet with company’s requirement and standards

Being the Champion for staff engagement program

Performs other responsibilities and duties periodically assigned by the Senior Manager in order to meet operational and / or other requirements

Requirement:
University Degree in Business Studies, Health Administration or other relevant disciplines

Minimum 7 years’ experience in contact center operation; of which 4 years is in supervisory level

Strong interpersonal, communication and analytical skills

Hands-on experience in customer service

Strong leadership and highly customer focused

Strong insurance knowledge or healthcare background would be definitely an advantage

Self-motivated, willing to take on challenges and able to work under pressure

Required to have relevant license if as the job involves in regulated activities
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._


  • Operations Manager

    hace 4 días


    San Fernando de Henares, Madrid provincia, España AMZN Spain Fulfillment, S.L.U. A tiempo completo

    Degree from an accredited institution, - Highly proficient in both English & Spanish (Common European Framework of Reference C1) - Experience as a department manager, leading a group of lower level managers Job summary At Amazon, we pioneer. We also treat every day just like it’s day one. And we never sit still while we do it. Are you up for creating...


  • Barcelona provincia, España Sonder A tiempo completo

    Sonder is revolutionizing hospitality through innovative, tech-powered service and inspiring, thoughtfully designed accommodations combined into one seamlessly managed experience. Officially launched in 2014 and headquartered in San Francisco, Sonder is making a world of better stays open to all with a variety of accommodation options — from rooms to...


  • Siero, Asturias provincia, España Amazon Spain Fulfillment, S.L.U. A tiempo completo

    A degree - Relevant experience in manufacturing, production, distribution logistics environments, retail, or grocery in a management role - Relevant experience of working within a complex stakeholder structure - Advanced proficiency in English and upper intermediate proficiency in Spanish Our operations help everything to come together at Amazon. As the...


  • Barberà del Vallès, Barcelona provincia, España Amazon Road Transport Spain, S.L.U. A tiempo completo

    A degree Relevant experience in manufacturing, production, distribution logistics environments, retail, or grocery in a management role Relevant experience of working within a complex stakeholder structure Advanced proficiency in verbal and written English and upper intermediate proficiency in the local language Our operations help everything to come...


  • Vic, Barcelona provincia, España WooliesX A tiempo completo

    **Full-time ongoing**: - **Based in Victoria**: - **An attractive remuneration package including base, bonus, and vehicle**: - **Team member discounts at all of Woolworths businesses **About Us** At WooliesX, we’re here to create better everyday experiences for our customers. In the big picture, and the fine detail. In moments big and small. We’re an...


  • Málaga, Málaga provincia, España VML MAP A tiempo completo

    Are you passionate about Product Operations and driving operational excellence? Do you thrive in a fast-paced, international working environment? If you have strong operational experience and enjoy collaborating with product teams, we invite you to become a valued member of our internal product team as an experienced and driven Product Operations Manager....


  • Málaga, Málaga provincia, España Wunderman Thompson MAP A tiempo completo

    NOV 15, 2024 Are you passionate about Product Operations and driving operational excellence? Do you thrive in a fast-paced, international working environment? If you have strong operational experience and enjoy collaborating with product teams, we invite you to become a valued member of our internal product team as an experienced and driven Product...


  • Málaga provincia, España Actalent A tiempo completo

    Equivalent Experience **Description**: - Definition and development of the Operational plans to deploy high-speed connectivity, data collection, and analytics on next-gen digital roads. - Collaborate in the definition and execute the use cases for Connected Vehicles scenarios and digital app users. - Coordinate the operations with the global and local...


  • Málaga, Málaga provincia, España Santander A tiempo completo

    I_SDS_Malaga_Senior_Network_Engineer Country: Spain **Título de la posición**:Senior Network Engineer **División/Sociedad**:SCIB **Área**:Communications **Localización**:Malaga **SCIB is looking for **Senior Network Engineer** **POR QUÉ DEBERÍAS CONSIDERAR ESTA OPORTUNIDAD** **Santander Corporate & Investment Banking (Santander CIB) **es la...


  • Málaga, Málaga provincia, España Kinsei Talent A tiempo completo

    Senior IT Operations Project Manager en Málaga. Our client is a leading company at the forefront of developing the next generation of AI-driven tools for the finance industry and beyond. With over 20 years of experience as a big data analytics provider they serve some of the world s top hedge funds banks and asset managers. Their solutions help enhance...


  • Alburquerque, Badajoz provincia, España Contact Government Services, LLC A tiempo completo

    **Senior Network Engineer** Employment Type: Full Time Department: Information Technology **Skills and attributes for success**: - Operate and manage NPS network infrastructure; - Improve infrastructure monitoring and reporting capabilities based on the deployment of network management software; - Develop, maintain and deliver infrastructure...


  • Málaga, Málaga provincia, España Ebury A tiempo completo

    Ebury is a hyper-growth FinTech firm, named in 2021 as one of the top 15 European Fintechs to work for by AltFi. We offer a range of products including FX risk management, trade finance, currency accounts, international payments and API integration. **Senior Security Operations Analyst**: **Malaga Office - Hybrid: 4 days in the office, 1 day working from...


  • 28223 Pozuelo de Alarcón, Madrid provincia, España IMDEA Software Institute A tiempo completo

    The IMDEA Software Institute (Madrid Institute for Advanced Studies in Software Development Technologies) is a non-profit research institute promoted by the Regional Government of Madrid, Spain. The Institute’s goal is to perform the research of excellence required to devise methods that enable the cost-effective development of software products with...


  • 29006 Málaga, Málaga provincia, España SD Worx A tiempo completo

    At SD Worx, we are focused on building capability and flexibility to meet the growth of the business whilst increasing the profitability across the organisation. We support on most of the business areas such as HR, Finance, Marketing, Software Development, Testing, Implementation and Service Delivery. There are numerous opportunities at SD Worx for people...

  • Operations Manager

    hace 4 días


    Alovera, Guadalajara provincia, España GXO Logistics A tiempo completo

    **Operations Manager** As Operations Manager at GXO Logistics you will work for one of the largest supply chain organizations in the world. You will be responsible for the daily management of the operation and you will work together with the Site Manager to define requirements for the operation and to ensure the implementation of new strategies and...

  • Project Manager Senior

    hace 2 semanas


    Sevilla provincia, España Page Personnel España A tiempo completo

    **Planificación y control de proyectos energéticos.**: - Elaboración de informes de avance de **proyecto**, KPIs, seguimiento de acciones. - Control **financiero** del proyecto. Presupuesto y costes. - Elaborar requisitos del proyecto junto con departamento comercial y departamento técnico. - Interacción con otros departamentos: financiero, comercial,...


  • 20009 Donostia-San Sebastián, Guipúzcoa provincia, España Optibus A tiempo completo

    As the Global Supply Chain Manager, you will play a vital role in developing and implementing strategic initiatives to optimise and manage Optibus’ global hardware supply chain operations. Your primary responsibility will be to oversee the end-to-end supply chain activities, ensuring efficient and effective coordination across multiple regions and...

  • Network Engineer

    hace 3 días


    Barberà del Vallès, Barcelona provincia, España Berry Global, inc A tiempo completo

    Contact: Overview: **Become a part of the Berry EMEA Network Team** To further strengthen our IT team in EMEA, we are looking for a talented network engineer with experience in areas such as LAN, WLAN, Firewall, WAN, Datacenter network infrastructure and network security. With direct reference to the network team manager you will become part of a strong...


  • 29004 Málaga, Málaga provincia, España Derivco A tiempo completo

    Job Profile Summary: **Join us to create the giants in the industry** At Derivco, we believe that our people are not just employees - they are the heart and soul of our business. It's their skills, expertise, and passion that define who we are and drive us towards excellence every day. We empower our people to think creatively, push boundaries, and take...

  • Operations Manager

    hace 5 días


    Pontevedra provincia, España Servitalent A tiempo completo

    Nuestro cliente, una** importante empresa gallega nacional e internacional dedicada al desarrollo de productos nutracéuticos tanto para la salud humana como animal, **precisa incorporar a su división de salud animal un/a **Operations Manager **que se encargará, de la implementación y supervisión de los procesos y prácticas operativas de la...