Customer Relations Service Manager

About the role

The Customer Relations Service Manager leads the end‑to‑end complaints management function for Bupa Global in Egypt, ensuring high‑quality handling of complaints and full compliance with multiple regulatory regimes. The role combines strategic oversight, risk mitigation, and continuous improvement to deliver an exceptional customer experience.

Key responsibilities

• Manage the complaints lifecycle across Bupa Global and regulators, ensuring compliance with FRA and other frameworks.
• Provide strategic oversight of operational and regulatory risks, implementing controls and escalating material risks.
• Produce and enhance management information, regulatory reporting, and governance packs for executive review.
• Drive root‑cause analysis of complaints, partner with cross‑functional teams to implement corrective actions, and embed lessons learned.
• Monitor performance against KPIs, SLAs, and service standards, leading continuous‑improvement initiatives.
• Lead, coach, and develop a high‑performing complaints team, overseeing talent development and succession planning.
• Maintain competency, training, and accreditation frameworks to meet Bupa Global’s standards.
• Support preparation and validation of data for regulatory reporting and statutory returns.

Required profile

• Proven experience in complaints management, regulatory compliance, or customer relations within a regulated industry.
• Strong analytical and risk‑assessment capabilities.
• Demonstrated leadership and people‑development skills.
• Excellent communication and stakeholder‑management abilities.

Required skills

• Regulatory reporting and compliance knowledge.
• Data analysis and interpretation.
• Root‑cause analysis methodologies.

What we offer

• Opportunity to lead a critical function within a global health insurer.
• Collaborative environment focused on continuous improvement.
• Professional development and career progression pathways.