About this role
<div> <h2><strong>Role Purpose</strong></h2> <p>Lead the delivery and coordination of medical, security, and travel assistance services for clients. Ensure high-quality, cost-effective case management aligned with policy coverage while collaborating with global operations, medical teams, and service providers.</p> <hr> <h2><strong>Key Responsibilities</strong></h2> <h3><strong>Operations & Service Delivery</strong></h3> <ul> <li>Oversee end-to-end assistance services delivery across the platform</li> <li>Provide case management direction and ensure quality assurance</li> <li>Act as escalation point for complex cases and operational issues</li> <li>Ensure cost-effective solutions and adherence to standard operating procedures</li> <li>Maintain high customer service standards</li> </ul> <h3><strong>Team Leadership</strong></h3> <ul> <li>Lead, coach, and develop Operations Coordinators</li> <li>Manage staffing, recruitment, performance, and retention</li> <li>Ensure effective communication between operations and medical teams</li> <li>Support a 24/7 operational environment (including on-call duties)</li> </ul> <h3><strong>Performance & Quality</strong></h3> <ul> <li>Monitor KPIs (e.g., service quality, NPS, operational metrics)</li> <li>Drive service recovery and continuous improvement initiatives</li> <li>Handle complaints, escalations, and root cause analysis</li> <li>Ensure accuracy of data for case management, billing, and reporting</li> <li>Implement training and quality assurance processes</li> </ul> <hr> <h2><strong>Skills & Competencies</strong></h2> <ul> <li>Strong leadership and decision-making ability</li> <li>Excellent planning, organization, and problem-solving skills</li> <li>Ability to work under pressure in a fast-paced environment</li> <li>Strong stakeholder management and communication skills</li> <li>Customer-focused with a results-driven mindset</li> </ul> <hr> <h2><strong>Experience & Qualifications</strong></h2> <ul> <li>~5 years’ experience in operations (healthcare, logistics, or similar)</li> <li>Experience managing teams in a 24/7 environment</li> <li>On-call operational experience preferred</li> <li>Tertiary qualification preferred</li> </ul> <hr> <h2><strong>Languages</strong></h2> <ul> <li>Fluent English (required)</li> <li>Additional languages (e.g., Arabic, Russian) are an advantage</li> </ul> </div>