Operations Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee the daily operations of medical and travel assistance, which includes air ambulance services, commercial flight repatriations, and insurance-related cases.

• Ensure that teams adhere to client SLAs, KPIs, and requirements pertaining to response times, case progression, handovers, documentation, and billing.

• Supervise Team Leaders, Supervisors, Case Managers, Administrators, and Medical Assistance Coordinators.

• Manage recruitment, training, performance, scheduling, capacity planning, and surge coverage.

• Ensure appropriate ownership, timely triage, and escalation of critical, high-value, security, evacuation, repatriation, and VIP cases.

• Provide support during major incidents and business continuity efforts.

• Monitor costs and financial risks, escalating decisions that exceed authority.

• Coordinate safe transfers and repatriations with medical professionals, clients, and assistance partners.

• Assess provider quality, availability, responsiveness, capacity, and cost.

• Assist with client reviews, audits, and governance procedures.

• Lead the resolution of escalated complaints and appeals, ensuring timely handling and accurate reporting.

• Implement operational policies and procedures, oversee case and call reviews, support audit readiness, manage incidents and risks, and promote continuous improvement.

• Aid in the onboarding of new clients, products, processes, and systems.

• Provide reports on staffing, case volumes, response times, backlogs, SLAs, quality, complaints, costs, provider performance, and emerging risks.

⛳️ Requirements

• A relevant degree or equivalent professional experience is required.

• Proven experience in leading a 24/7 operation within medical assistance, travel or health insurance, or complex claims.

• In-depth understanding of assistance and claims operations, including repatriation, evacuation, delegated authority, client SLAs, and pertinent regulatory requirements.

• Experience in people leadership, workforce planning, quality improvement, complaint management, incident handling, and delivering change.

• Must be calm, empathetic, and decisive, possessing sound judgment in time-critical situations.

• Excellent communication, data analysis, and financial skills are essential.

• Ability to foster trusted relationships with clients, providers, and internal teams.

• Familiarity with case management, telephony, workforce management, and reporting systems.

• Fluent in English; knowledge of additional languages is a plus.

• Must be available for rostered on-call duties and critical incident support, which may involve occasional travel.

• Qualifications in quality assurance, continuous improvement, project management, or change management are advantageous.

🏝️ Benefits

• Comprehensive healthcare coverage.

• Life and Total Permanent Disability Insurance.

• A supportive and rewarding work environment.