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Private Client Loyalty Advisor

Job Introduction

Based in Hong Kong, the Private Client Loyalty Advisor will manage and renew the existing customer base by delivering exceptional customer experience for our customers and resolving all customer sales requests, queries relating to purchasing. Customer contact will be across all communication channels – phone, email, in person or web chat. 

Your individual performance will have direct key contribution to the department achieving all targets for sales, quality, productivity, compliance and regulation. 

Putting the customer at the centre of everything you do and putting forward ideas for the continual improvement of the customer experience and increasing sales conversion rates is crucial and you will proactively manage internal and external stakeholders to identify, maintain and convert high net worth opportunities.

 

 

Role Responsibility

  • Work collaboratively with the Direct Sales team to achieve key sales metrics and deliverables.
  • Manage and renew the existing customer portfolio of individual clients from the direct sales channel
  • Ownership and accountability for the resolution of all customer sales enquiries and contacts 
  • Accurately maintaining and updating customer records on the customer management system to ensure high sales conversion. Ensure that records are accurately updated whenever a customer makes contact
  • Complying with all relevant regulatory and governance requirements 
  • Achieving all targets for sales, productivity and quality
  • Participate in regular 121s and team meetings with your Manager 
  • Support new team members and being a role model for the team demonstrating outstanding personal behaviours and performance.
  • Contribute to the continuous improvement process by developing new business ideas, able to work between different internal teams/divisions, and making a contribution to focus groups
  • Being the brand representative of Bupa Global - maintaining an exceptional level of integrity and service at all times.
  • Maintaining contact with, updating, and supporting, the Direct Individual Team to maintain high confidence in role capabilities.
  • Act as a pioneer in undertaking a new role being open to new ways of working for the continuous improvement of generating business.
     

The Ideal Candidate

  • Relevant qualification in business / wealth management or related studies useful but not essential.
  • Background in 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 preferred.
  • Previous experience within a people management role in a similar function and proven ability to lead and motivate teams
  • Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes.
  • A track record and experience in direct sales will be an advantage
  • Previous experience of a complex and multi skilled customer facing roles and cold call prospecting in a call centre setting 
  • A track record of achieving and exceeding sales and quality targets
  • Relationship management focused
  • Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes.
  • Experience of role requiring advanced relationship building skills with high net worth individuals.
  • Highly motivated and self-driven
  • Language skills:  Fluent in spoken Cantonese, English and Putonghua will be an added advantage.
     

About the Company

Bupa’s purpose is longer, healthier, happier lives.

As a leading global health and care company, we offer health insurance, medical subscription and other health and care funding products; we run care homes, retirement and care villages, primary care, diagnostic and wellness centres, hospitals and dental clinics. We also provide workplace health services, home healthcare, health assessments and long-term condition management services. We have 32M customers globally. With no shareholders, we invest our profits to provide more and better healthcare and fulfil our purpose. We employ 86,000 people, principally in the UK, Australia, Spain, Poland, New Zealand and Chile, as well as Saudi Arabia, Hong Kong, India, and the USA.

We have grown significantly, particularly through 2013 to 2015, when we accelerated execution of our strategic vision. We are similar in revenue and profit to Marks & Spencer, and larger than Heinz in revenue. Because Bupa does not have shareholders it does not have a listing, but if it did it would be in the FTSE 100. Bupa is not a mutual or a charity but a company limited by guarantee that seeks to maximise its profits in order to fulfil its purpose. With customers in virtually every country in the world and 70% of its revenues now generated outside the UK, Bupa is a truly international organisation.
 

Bupa's Strategic Framework

Our strategy has three pillars: Customers, People, Performance. It puts our customers front and centre in the context of today’s digital age. As a service organisation, everything we do for our customers relies on our people and partners, so being a place where people love to work is critical to our success. This, combined with disciplined risk and capital management, is how we will deliver strong and sustainable performance.

We are looking for individuals who share in our values and this strategy, and are capable of delivering outstanding results for the business.

 

International Markets

Bupa’s International Markets (IM) unit has 16 million customers across all continents around the world. It manages a portfolio of businesses, including a large international health insurance, travel insurance and medical assistance business called Bupa Global, as well as established domestic health insurance businesses in Hong Kong and Brazil, two associate health insurance companies in Saudi Arabia (34.25% Bupa ownership) and India (49% Bupa ownership), and Hong Kong’s largest private clinic network.  
 

Bupa Global

Bupa Global provides products and services worldwide to people who want access to premium health and care at home or as they study, live, travel or work abroad. We provide international health insurance, travel insurance and medical assistance to individuals, small businesses and global corporate customers all around the world.

Bupa Global has over 1,800 employees and has offices in London and Brighton (UK), Miami (USA), Copenhagen (Denmark), Hong Kong (Greater China), and Dubai (UAE), as well as in Egypt, Mexico, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador. Bupa Global is currently organised around five regional hubs: Bupa Global Africa, India & Middle East; Bupa Global Greater China; Bupa Global Latin America; Bupa Global North America and Bupa Global Europe.

Application process:

Timescales for reviewing applications will differ between regions, but you will always receive a response to your application. The recruitment process itself will vary per role and region, but you will be updated along the way via phone and email (so please look out for these!). To view what stage of the process your application is currently at, you can also log in and view your dashboard.

If you are invited to an interview, a member of the resourcing team will be able to advise you on what to expect. This will vary in region, but will likely include an initial phone or digital interview, followed by one or more of the following depending on the role: Core capability interview; Technical/function specific interview; Online profiling assessment; Presentation, written task, role play; Assessment centre.

If your application is successful and you’re invited to join the team, the resourcing team will guide you through your on boarding journey.

Should you require any reasonable adjustments to be made or facilities provided to enable you to attend an interview, please do not hesitate to contact us prior to the interview at bupaglobalcareers@bupa.com, so we can make adjustments accordingly.

Bupa

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