Search by Keyword
Search by Location
Select how often (in days) to receive an alert:
At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.
Now, we’re looking for talented individuals to join our team and make a difference.
The Head of Service Delivery ensures resources are in place to deliver on assistance requests originating from the beneficiaries of A&H Business Travel policies. Working with Operations Managers, Operations and the Medical Team, and the Intl.SOS Assistance and Aspire Lifestyles Centers, you will oversee the delivery of high-quality service, through cost-effective case management aligned with the beneficiaries contracted insurance policy.
Responsibilities:
- Ensure delivery of the range of assistance services across the platform by ensuring appropriate levels of well-trained medical and operational professionals are employed and on shift in accordance with operational requirements.
- Ensure that service delivery is reflective of the SOP’s agreed between A&H and the client team.
- Serve as the ultimate escalation point for assistance cases and client related operational issues.
- Act as the primary point of engagement on operational and claims matters.
- Provide leadership to the team of existing and new Operations Specialists to achieve the operational, financial and commercial objectives.
- Ensure the highest level of customer service on the platform by providing the operations team with the necessary tools and support systems.
- Maintain Standard Operating Procedures to streamline the workflow among various sections of the Assistance centre.
- Leverage global resources and best practice to maximize operational efficiency and quality within the platform.
- Oversee recruitment, selection, training and evaluation of performance and retention of staff on the platform.
- Ensure the relevant operations procedures are adhered to.
- Have oversight of all KPI and quality deliverables.
- Present options related to escalated problems considering all relevant factors that make up the query.
- Lead the team towards a culture of productivity and ensure productivity measurements are in place.
- Participate in RCA’s and implement practical solutions if need be.
- Oversee review and resolution of billing cases as escalated, in conjunction with billing team in Mauritius and other locations where necessary.
- Leading the team by example.
- Be responsible for the development of staff rosters to ensure that appropriate staffing is in place to meet the requirements.
- In conjunction with HR manage absenteeism in the team.
- Ensure regular staff feedback meetings are in place.
- Undertake regular 1 to 1 sessions with direct and functional reports, ensure all performance appraisals are completed
- Consult with HR for any formal performance management requirements.
- Ensure staff have the required equipment and access to perform their functions.
- Activate disaster recovery procedures when relevant scenarios occur and coordinate staff management until normal conditions resume.
- Responsibility to report on operational delivery of services.
- Participate and manage projects and complete the tasks to deadline.
- Making suggestions for continued improvement and efficacy of the platform.
- Participation in company initiatives and encouragement of staff participation.
Requirements:
- Demonstrates accountability, confidentiality and ability to handle client related queries.
- Sound knowledge of Healthcare Insurance products and services.
- Becoming proficient in understanding company’s case management software.
- Working knowledge of CRM/Call Centre telephony systems.
- IT literate including MS Office and Outlook
- Ability to coach, mentor and impart knowledge to staff.
- Sound knowledge of world geography.
- Able to communicate at all levels, strong interpersonal and leadership skills.
- Has sound decision making capabilities.
- Demonstrated understanding of working within a general customer service focused environment.
- Typically 5 years’ experience in a management leadership capacity.
- Bachelors degree in Business Administrator / Healthcare Management or equivalent preferred.
- Qualification in Call Centre Management or comparable work-related experience in a medical / Healthcare
- Excellent written and spoken English
Additional Information:
- Some travel as required to meet business needs.
- Working hours, 9 – 5.30pm.
- Hybrid working model, 3 days in the office in Croydon and 2 days working from home.
- Excellent benefits including private healthcare and dental and pension contributions.
By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success. International SOS has been awarded as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2025.
13,000 experts | 1,200+ locations | 90 countries | 110+ languages
Start your journey with us today.
#J-18808-Ljbffr…