Team Coach

Job Description:

Team Coach

Location: Hong Kong

Permanent

Full time

Onsite working

We make health happen

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.
 
Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

How you’ll help us make health happen

• Ensuring the customer is treated in a fair and consistent manner when raising a complaint with Bupa Global
• Lead academies for new joiners to ensure readiness for day‑to‑day responsibilities, including identifying training needs, planning and delivering training sessions, and designing tailored learning materials if needed.
• Adhere to all requirements of the Training and Competency Scheme, incorporating quality assurance feedback and conducting documented one‑to‑one coaching sessions to develop both technical capability and soft skills, supporting individuals in achieving required competency levels.
• Manage escalations from external customers, ensuring effective resolutions and a consistently positive customer experience.
• Identify opportunities during live observations to enhance operational processes and improve the customer journey, with the aim of meeting or exceeding Net Promoter Score (NPS) targets.
• Proactively drive continuous improvement by reviewing and updating processes and procedures, ensuring changes are accurately reflected in the knowledge base (Merlin).
• Act as a subject matter expert, maintaining a high level of knowledge across products, systems, and procedures through continuous learning.
• Ensure compliance with relevant policies and procedures through live observations, with particular focus on complaints handling and fair treatment of customers.
• Deliver training to other teams to ensure alignment with service expectations.
• Collaborate closely with internal stakeholders including Sales, Claims, and Customer Relations to resolve customer issues efficiently.
• Regularly perform front‑line operational tasks to maintain personal customer‑handling skills.
• Support Service Managers with day‑to‑day operations and deputise at regional and global meetings, building readiness for future leadership roles within Bupa.

Key Skills/Qualifications needed for this role:

• Passionate about sharing knowledge and training others, including reinforcing repeat topics.
• Demonstrates patience and resilience in coaching individuals at different learning paces, providing repeated support where needed.
• Strong interpersonal and communication skills, with proven coaching ability and examples of successful colleague development.
• High energy with the ability to inspire, motivate, and drive high performance through collaboration.
• Experience in frontline service roles is highly desirable, with a good understanding of frontline challenges and skill development needs.
• Broad experience in both customer service and business partnership roles within Bupa Global is preferred; candidates with less experience must demonstrate a strong willingness to learn.
• Recognised as a role model for excellent customer service, quality, and consistent delivery against KPIs, while demonstrating Bupa values.
• Sound understanding of regulatory and governance requirements relevant to frontline operations.
• Proven ability to work collaboratively across multiple departments to achieve positive customer outcomes.

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 takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We’re committed to ensuring you’re treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process. 

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