Job Description
Role Purpose
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.
Operations & Service Delivery
- Oversee end-to-end assistance services delivery across the platform
- Provide case management direction and ensure quality assurance
- Act as escalation point for complex cases and operational issues
- Ensure cost-effective solutions and adherence to standard operating procedures
- Maintain high customer service standards
Team Leadership
- Lead, coach, and develop Operations Coordinators
- Manage staffing, recruitment, performance, and retention
- Ensure effective communication between operations and medical teams
- Support a 24/7 operational environment (inclu...