Remote Service Team Manager

Bupa; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible working

Wellbeing programme Viva

Family friendly benefits

Job summary

Bupa seeks a Remote Service Team Manager to lead a team of physiotherapists delivering remote customer support. You will partner with the Operations Manager to drive performance, improve service quality and implement continuous improvement across service lines.

You will guide capacity planning, scheduling, and development plans while embedding a culture of compliant, customer-focused care. Applicants with health/wellbeing industry experience are preferred.

Qualifications

• Demonstrated leadership of teams and performance management.
• Experience in customer service environments and driving customer satisfaction.
• Ability to use data and insights to improve service quality.
• Strong organizational, time management and scheduling capabilities.

Responsibilities

• Manage the performance of team members by setting objectives and growth plans.
• Drive operational efficiencies through effective utilization and scheduling of resources.
• Focus on profitable growth, innovation, and customer-centric service delivery.
• Use Net Promoter System insights to improve customer experience across Remote Services.
• Support data collection and interpretation with clinical team input.
• Own capacity management and develop innovative revenue opportunities for the service.
• Ensure a culture of compliance and maintain regulatory standards.
• Participate in recruitment, development, coaching and day-to-day team management.
• Communicate effectively with employees, colleagues and customers.
• Demonstrate ability to engage and motivate staff in a health and care context.

Skills

Leadership

People management

Customer service

Remote team management

IT proficiency

MS Office

Job description

As a Remote Service Team Manager, you will be responsible for managing a team of physiotherapists who work remotely to support our customers. You will support the Operations Manager to drive and improve operational performance across the service lines and ensure customers receive the highest standards of customer service and satisfaction. The role of Service Team Manager will take accountability for quality improvements and people management whilst driving a culture of continuous improvement.

• Manage the performance of all employees within your team by ensuring that appropriate objectives are set, and training and career development plans are in place.
• Driving and managing operational efficiencies across the service through effective utilisation and efficient scheduling of resources.
• Continually striving for profitable growth, driving innovation and keeping the customer at the centre of everything we do.
• Using insights from the Net Promoter System to continually drive improvements to the customer experience across Remote Services.
• Supporting the collection of the right management information and interpretation of the data using the expertise of the clinical team around you
• Taking ownership on capacity management and coming up with innovative solutions to maximise capacity and seek opportunities for increased revenue into the service.
• Ensuring a culture of compliance is fostered and achieves 100% regulatory compliance (or similar) levels.
• Participating in the general day to day management of the team including recruitment, development and training, and team coaching
• Excellent interpersonal skills and the ability to communicate with employees, colleagues, and customers.
• Strong experience of leading teams and people management including evidence of the ability to engage and motivate people is essential
• Previous experience in a customer service environment and understanding of drivers of customer service excellence.
• Experience of the health and care and / or wellbeing industry
• Good track record of driving business performance and delivering business results
• Strong organisation and time management skills.
• IT proficiency including the use of Microsoft office systems

At Bupa we champion diversity, and we understand the importance of our people representing the communities and customers we serve. You'll find an inclusive environment where you'll be welcomed, can be yourself, and where everyone is driven by the same purpose - Helping people live longer, healthier, happier lives and making a better world.

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 we 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.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

The service we provide operates between 8am to 8pm Monday to Sunday, essential requirements would be to work one late shift per week plus one weekend every ten weeks.

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social, and environmental wellbeing. We support flexible working and have a range of family friendly benefits. Joining Bupa in this role you will receive the following benefits and more