Head of Medical and Security Assistance (MSAS), Middle East Region

About the Role

We are seeking a dynamic Head of Medical and Security Assistance to lead our Dubai Assistance Centre. In this role, you will drive the development, performance, and change management of people, processes, and tools across our assistance and response services delivery programs in the Middle East Region. You will ensure alignment with the Global Assistance platform to delight customers, ensure profitability, and support the business lines’ commercial agendas for the region.

Essential Job Duties and Responsibilities:

• Leadership & Direction: Provide leadership and direction to direct reports, driving overall performance and culture in partnership with functional leads (Security, Operations, and Medical).
• Talent Management: Attract, recruit, induct, train, develop, motivate, and retain staff, ensuring optimal staffing levels and minimizing turnover.
• Functional Expertise: Support sales and marketing with business and product development, renewals, and service recovery. Collaborate with global stakeholders on new product implementation.
• Business Development: Support commercial teams in business development opportunities, attend client meetings, and ensure client requirements are met.
• Operational Management: Manage performance and administration of operational staff, ensuring quality service delivery and cost control.
• Continuous Improvement: Monitor operational performance metrics and implement continuous improvement strategies.
• Crisis Management: Lead crisis management efforts and ensure business continuity and disaster recovery plans are in place.
• Network Development: Develop and maintain the provider network to meet changing business needs.
• Compliance: Ensure adherence to confidentiality regulations and company policies.

Required Work Experience

• Expert in Team Leadership, management and development, with a proven track record of building collaborative high performing teams.
• A minimum of 10 years leadership experience, ideally in a global matrixed organisation
• A track record of success operating in the Middle East region, with a clear understanding the cultural and market sensitivities required to operate across the region
• Experience in a management role of an operational department in the health, security, hospitality, and travel and/or aviation industry.
• Worked in an operational environment driven by quality standards, policies and procedures
• Experience with implementing change and monitor effectiveness within a group/operations
• Team and individual motivation
• Experience in setting operational objectives for their teams
• Experience working to agreed global standards and practices
• Proven ability to resolve issues, providing new solutions
• Able to drive implementation of the agreed objectives
• Ideally experience in the business with a good understanding of Intl.SOS operations and products/services
• Proven experience contributing to the development of programs, products /services
• Able to show a deep understanding of the clients requirements and their expectations
• Delivers to agreed objectives (6-12 month time span) and operational standards/requirements

Required Languages

• Excellent Written and Spoken English.
• Arabic an advantage