Operations Manager

1 day ago

Karachi, Sindh, Pakistan beBee Careers Full time

About the Opportunity

This is an exciting opportunity to join our team as the Lead Claims and Customer Success Representative. In this role, you will be responsible for designing and implementing customer journeys that meet our customers' evolving needs.

Key Responsibilities:

  • Develop and implement customer journey maps to identify areas for improvement and enhance the overall customer experience.
  • Collaborate with cross-functional teams (Sales, Operations, QA) to align claims processes with customer experience goals, driving business growth and revenue.
  • Monitor customer feedback and satisfaction metrics, using data-driven insights to inform decision-making and drive improvements.
  • Analyze customer data to identify pain points and develop targeted solutions to enhance the customer experience.
  • Manage the claims team, providing guidance and support to ensure efficient claims handling and minimize delays.
  • Develop policies and procedures to streamline claims processing and reduce turnaround times, ensuring compliance with industry regulations.
  • Leverage data analytics tools to track performance metrics for both CX and Claims functions, making informed decisions to drive business growth.
  • Work closely with the QA team to integrate customer feedback into quality improvement initiatives, ensuring our customers receive the highest level of service.
  • Collaborate with the CX team to align claims processes with broader customer experience goals, creating a seamless experience for our customers.
  • Lead the CX and Claims teams, fostering a customer-centric culture that prioritizes continuous improvement and excellence.
  • Serve as a key point of contact for escalated customer issues, addressing concerns promptly and resolving them efficiently.

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