Retention and Support Manager

Job Description:

Retention and Support Manager

Location: Hong Kong

Permanent

Full time

Hybrid working

We make health happen:

Job Purpose:

The role will support the Private Client Managers (PCM) in their continual development focusing on all aspects of their role including technical skills and soft skills. They will carry out internal quality assessments primarily focusing on soft skills, sales techniques and objection handling and will also be the ‘go to' member of the team for queries relating to day to day procedures and best practice. They will be a role model for how we engage with our customers, always demonstrating excellent customer care and empathy and day-to-day model for Bupa's values. The Team leader will be also serving as first point of escalation for customer and partner complaints.

In addition to carrying qquality monitoring and coaching, the Team leader will be accountable for identifying and producing a Skills Gap Analysis for both teams. With this data an effective partnership should be built with the L&D (Learning & Development) Team to feed the outcome into them and produce an action plan built to close gaps identified

This role will also manage portfolio of renewals and ensure that their own and team's financial goals are met.

How you'll help us make health happen:

• To meet and exceed team and individual sales and retention targets, within compliance and relevant legislation.

• Conduct one on one technical and soft skills coaching and regular 1:1's for team members to support the team to continually build their knowledge, sales skills and support them to provide an outstanding sales experience to our customers/brokers
• Continually maintain a personal high level of knowledge of procedures, products, systems, being the most knowledgeable person in the team.
• To ensure all quality audits meet the required standard across the team.
• Continually review skills gap and work on training plan for the team.
• Support the Head of Partnership & Development in business initiatives and MI reporting.
• Ensure that all business activities are compliant, and all risk incidents reported on time.
• Manage a team of PCM's as well as sales and admin support staff
• Ensure adequate cover for calls all the time with required standards met.

Key Skills/Qualifications needed for this role:

• An experienced professional with knowledge of the global health insurance market, or relevant transferable skills and knowledge from other financial services industries such as Life Insurance, Retail, Commercial or Investment Banking and Wealth Management.
• Excellent sales, coaching, interpersonal and communication skills are required with emphasis on the ability to develop people to achieve successful outcomes.
• Can demonstrate examples of supporting and coaching colleagues in a coaching environment (either informally as an experienced team member or more formally in a previous coaching role)
• Is known as a role model within the business, providing excellent customer service, quality and performance against department KPI's.
• Ability to inspire and create enthusiasm, energy and cooperation in others to achieve work objectives
• Language skills - English, Mandarin and/or Cantonese is needed.

Why Bupa?

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with Sukoon), Egypt and Hong Kong (China) as well as regional offices in mainland Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

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