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Operations Director, TRICARE Germany & Beneleux

Date: 30-Jan-2023

Location: Munich, RP, DE

Company: International SOS

International SOS is the world’s leading medical and security services company with over 12,000 employees working in 1,000 locations in 90 countries. International SOS Government Services administers the TRICARE Overseas Program providing high-quality, accessible health care services for U.S. Military service members, family members, retirees, and other eligible beneficiaries overseas.

About the role


We are looking for an experienced Operations Director to manage the delivery of the TRICARE Overseas Program in Southern Germany & Belgium.  This is an excellent opportunity for someone who has experience of working or living in Germany, with extensive experience of field-based operational management, and contract and third-party supplier management.


Location: Southern Germany (Rheinland-Pfalz, Hessen, Bayer, Baden Wuerttemberg)


Key responsibilities


  • Lead the overall performance and contractual KPI deliverables for service delivery including; Field-based Medical Support Staff, Medical Records Collections and Translations, Network Services, Clinical and non-Clinical Quality, Medical Provider Reimbursements and Beneficiary Services Representatives across 14 Medical Treatment Facilities and remote sites.
  • Ensure budgetary cost controls and people and performance management are delivered in line with the HR & People Agenda, for a total workforce of ca. 75 people.
  • Accountable for operational planning and service delivery execution, including processes, procedures, SLAs, quality controls, safety/risk measures and resolution of provider and beneficiary issues within geographical region.
  • Work in close partnership with internal functions to ensure execution of contractual requirements, standardization, and instilling accountability and performance standards, maintaining full transparency, trust and confidence to resolve operational issues relating to TRICARE compliance, service delivery, data protection and adherence to all national/regional laws.
  • Develop productive collaborative relationships with senior management stakeholders in our healthcare provider network (hospitals, clinics, etc.) as well as within the Military Medical Treatment Facilities, and liaison with US Government officials.
  • People management of remote functional teams working across multiple locations/sites across southern Germany and Belgium, involving regular travel up to 60% of your time. 
  • Identify, analyze and propose recommendations for continuous improvement of organizational performance, operational and people capabilities and related practices which positively impact service delivery standards and/or contract/KPI compliance.

About you


  • Extensive experience in field-based operational management, with extensive contract and third-party supplier management.
  • Demonstrated analysis and evaluation of operational performance data leading to confident data driven decisions
  • Technical knowledge and skills of working with government and third-party contract obligations/protocols, or relevant transferable skills e.g., contract mobilization, delivery and accountability, stakeholder management and reporting, risk and change control.
  • Able to work collaboratively within a matrix organization, effectively balancing client needs with contractual considerations and comfortable working with ambiguity.
  • Proven leadership, organizational and budget management skills.
  • Excellent people skills, listening, communicating, and motivating.
  • Operationally and strategically adept, with a strong focus on quality, customer service and delivering results.
  • Appreciation of the military way of life
  • Culturally aware; German and English language speaker, with cultural awareness of German, Belgian business/social ways of working.




At International SOS, we offer a great working environment, thanks to our commitment to flexible working, diversity, and development.  We encourage every person to be their personal best by creating an environment of inclusion, equality and support.


International SOS has been recognised as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2021.