Team Leader - Quality Voice of Customer (VoC

Team Leader - Quality Voice of Customer (VoC)” for (MN GHS)

As a member of Munich Re the MedNet Group is a leading Third-Party Administrator across the MEA region. We are currently seeking to hire a “Team Leader - Quality Voice of Customer (VoC)”. He / She will be responsible for ensuring the Efficiency, Effectiveness and Engagement across the quality management function composed of Quality Assurance, Customer surveys and Complaint management, with the aim to provide an exceptional Customer experience to MedNet members.

She/he champions the Voice of Customer within the organization by 1) ensuring the quality feedback is collected and analysed in a structured and synthetised manner, and 2) liaising with all departments to design and implement action plans to continuously improve Customer satisfaction.

This is a strategic role within our organization, reporting to the Customer Service Manager and having high exposure to senior management, the Head Office, and key strategic partners, providing multiple career advancement opportunities, in the UAE and abroad.

Your Role:

• Supervise the day-to-day activities for the achieve the target KPI across QA, complaint management and Customer surveys (FCR, CSAT, tNPS) under the agreed upon budget.
• Lead and develop a team of (senior) officers in the quality and complaint management functions. Foster a positive and inclusive work environment enhancing employee engagement across the department.
• Design, implement and continuously update/improve the standard operating procedures supporting the complaint management, quality assurance and customer surveys functions.
• Execute the monthly quality assurance process i.e. audit as per the agreed upon sample size, results analysis, and implement actions to continuously improve performance (coaching, training, etc)
• Collect and analyse Customer feedback, from surveys and complaints, in a structured and synthetised manner including root cause analysis and prioritization of identified improvement areas.
• Lead the design and implementation of cross-functional action plans to minimize the impact of complaints and increase Customer satisfaction measured through FCR, CSAT and tNPS indicators.
• Provide regular (weekly/monthly) and ad-hoc reports highlighting the current status of KPIs and initiatives being undertaken to improve quality and Customer satisfaction
• Organize and lead the monthly Quality Council with the management and cross-departmental leaders to share the results of quality related metrics and corrective action plans / initiatives in place
• Work in close collaboration with IT to design, implement and improve IT solutions supporting quality related processes (QA, complaint management and customer surveys)
• Ensure department´s adherence to local and group company policies and standards including but not limited to : audit findings, compliance, fraud & leakage, business continuity, protection & resilience, etc. ;
• Act as a role model for the team and proactively collaborate/share best practices with colleagues. Deputize the Customer Service Manager as needed and undertake any additional task as required by the hierarchy.
• Liaise with peers in other MedNet organizations in the Group to exchange Best Practices and to further enhance the Group Quality policies & procedures.

Your profile:

• Bachelor’s degree in Business Administration, Finance, Supply Chain, Engineering, or any related field (or demonstrated equivalent professional experience)
• At least 3 years’ experience in a similar role, preferably in the financial services and/or BPO industries, with proven track record of improving quality and customer satisfaction. 
• Advanced analytical and project management skills.
• Strong leadership and stakeholder management skills can adequately deal with different stakeholders from different departments.
• Excellent command of English, both written and spoken
• Team player and integrity. Hands on self-starter displaying a growth mindset and “make it happen” attitude.
• Advanced computer Literacy (MS Word, MS Excel, MS PowerPoint)
• Optional (highly regarded): knowledge and previous exposure to quality and/or complaint management IT solutions as well as market leading quality certification processes (e.g. ISO 9001).