Tawuniya is one of the top Insurance companies in the Middle East with over 13 Billions SAR Revenue and 2,000 employees. We provide full suits of insurance products and services.

Role Purpose: Elite Manager will oversee the performance of the Elite team and develop strategies to deliver premium, personalized services to Elite members. The role focuses on ensuring priority support and exceptional experiences across all lines of business, including Medical, Motor, P&C.

And maintain strong coordination with internal departments to efficiently address service requests, facilitate seamless approval processes, and ensure prompt claims handling, maintaining the highest standards of service quality and client satisfaction.

Key Activities:

Develop and manage the implementation of the annual plan, objectives, and initiatives for Elite services, ensuring alignment with organizational goals and the achievement of KPIs.
Track and evaluate the performance of Elite services operations to ensure adherence to strategic plans, policies, and service standards.
Lead the introduction and implementation of new services or enhancements for Elite members, ensuring timely delivery and high satisfaction.
Collaborate with internal teams and external vendors to ensure the seamless commissioning of services across medical, motor, property, and casualty insurance lines.
Strategically manage the launch of new products or processes, prioritizing Elite members to maximize their experience and benefits.
Build and maintain strong partnerships with key stakeholders, including Concierge Doctors, hospitals, and service providers.
Foster effective communication and collaboration with internal and external partners to ensure the prompt and smooth delivery of services.
Coordinate with hospitals to resolve complex cases, ensuring exceptional care and follow-up for Elite members.
Develop and implement streamlined processes to guarantee the efficient delivery of all value-added services for Elite members, including medical appointments, medication delivery, and seamless claims processing for medical and motor insurance.
Supervise the efficient execution of Elite services, ensuring timely medical approvals, accurate claims processing, and seamless hospital admissions while upholding the highest standards of service excellence.
Monitor and evaluate the quality and effectiveness of Elite services through client feedback collection and performance assessments.
Ensure adherence to SLAs by emphasizing timeliness, efficiency, and client satisfaction.
Implement robust quality assurance procedures, including audits and periodic reviews, to maintain and improve service delivery standards.
Identify improvement opportunities and collaborate with the team to enhance service offerings and processes Services.
Ensure that all services provided to Elite members comply with organizational policies, procedures, and regulatory requirements.
Develop, document, and update standard operating procedures for Elite services to ensure consistency and clarity in service delivery.
Regularly refine processes to drive continuous improvement and align with best practices.
Monitor system performance to promptly identify and resolve technical issues impacting Elite members across Pre-Authorization, Reimbursement, Call Center, and Care Unit teams, ensuring uninterrupted service delivery.

Internal Stakeholders: Operations, KA,SME,Underwriting,Marketing and Technology.

External Stakeholders: Partners, Vendors and Healthcare Providers.

Education: A bachelor’s degree in business administration, Healthcare Management, or equivalent is required.

knowledge and experience: Minimum of 4 years of experience in customer service or client relationship management.

At least 2 years of experience in a supervisory or leadership role, managing client-facing teams or VIP services.

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