Director, Case and Channel Management Solutions

About the role

To proactively manage and innovate the case and channel management capabilities used within our Assistance Centre for the service delivery of all programmes across all business lines to maximise the productivity of our agents and deliver market-leading levels of service quality.

Work closely with the Product Director, Channels and Digital Adoption, H3S to ensure the optimum customer experience; similarly working with other business lines’ digital product teams as required.

This role will also work closely with the team, under the leadership of the Group Medical Director, Assistance Worldwide, responsible for the Group-wide assistance service delivery design, playing a major part in Intl.SOS’ continued execution against the future vision of our assistance delivery model relying on moving away from a case incident-centric to a customer-centric profile-based case management system. Main elements of the role:

•    Driving the shift from on premise-based physical servers to SaaS
•    Enhancement and optimisation of our global assistance delivery operating model 
•    A global virtual omnichannel platform powered by AI and workflows 
•    A case and channel management ecosystem managed as a product, with a captive in house product team continuously improving the platform 

Key responsibilities

Formulating the vision, together with the Chief of Staff, Group Medical Assistance and Product Director, Channels and Digital Adoption, for the assistance case and channel management capabilities, communicating it and developing the supporting delivery roadmap for the Assistance Centres.

•    Managing the assistance service delivery processes, together with their required knowledge and data inputs and outputs that will be supported by our assistance case and channel technical solutions. 
•    Managing the identification of requirements and the case and channel backlog prioritisation and delivering the committed development roadmap. The primary input sources for the product backlog management being:
-  WFR digital assistance product market needs (associated with pricing, promotion, placement) 
-  Assistance delivery operating model evolutions 
-  Other business lines operational requirements
•    Continually identifying and implementing ‘business-as-usual’ productivity gains within our end-to-end assistance contact and case management delivery model and ensuring the realisation of the quantified business benefits. This will include the design and execution of the supporting change management plan associated with each identified initiative.
•    Lead product owner for the NICE CXone platform, driving the business as usual and improvement agenda and acting as our primary interface with NICE for performance management and escalations, within the overall relationship management model for OBS/NICE.
•    Ensuring the data protection plan for case and channel management end-to-end business processes and capabilities are maintained and corresponding documents are up to date e.g. Vendor Risk Assessments
•    Identifying the AC ‘agent’ user stories that can be supported through the Nexus AI knowledge base solution through the contact and case management lifecycle
•    Work with the Product Director, Channels and Digital Adoption and the wider WFR product team to identify and articulate AC delivery platform into commercial product opportunities
•    Ensuring full collaborative alignment with WFR product team on:
-Definition of employee and manager user stories and UX/UI
-Definition of operations, medical and security ‘agent’ user stories and UX/UI
-Backlog prioritisation
-Solution design and/or vendor selection
-Scoping, prioritisation and resource allocation for platform technical upgrades and/or changes
•    Conduct data collection and analysis to identify root causes of problems and facilitate effective decision-making.
•    Maintain proactive communication and engagement with the AC leadership to address key internal stakeholders' requirements and market priorities.
•    Managing projects which impact multiple ACs, associated with channel and case management as requested.
•    Ensure effective change management principles are followed for all major change initiatives.

About you

•    Experience of application and technical capability ownership within Contact Centre as a Services (CCaaS), case management or CRM environment
•    Strong Operational understanding of Intl.SOS protocols and processes used within the Assistance Centres.
•    Good working knowledge of channel and case management system functionality, architectures and configuration
•    Understanding of the AC model delivery and how this can be supported by a channel and case management solutions
•    Experience of project management and delivery within Agile and Waterfall environments to time, cost and quality requirements
•    High level of business process design and optimisation certification and experience
•    Working knowledge of knowledge management and data models
•    Business analysis skills - ability to understand complex business and user needs and translate these into product and technical requirements
•    Understanding of User Experience considerations to interface designs
•    Ability to develop appropriately detailed specifications for capability features so that they are clearly understood by development team
•    Customer focused approach
•    Highly organised and self-motivated, with ability to prioritise own workload and deliver to deadlines. 
•    Ability to motivate a project team to deliver shared goals and outcomes
•    Promotes communication among team members and encourages dialogue that addresses key issues, shares knowledge, and work is synchronized
•    Provides an objective and independent perspective and sustains this clarity
•    Excellent communication and influencing skills, with ability to negotiate successful outcomes with project team, internal and external stakeholders and suppliers. 
•    Solid understanding of change management principles, methodologies, and tools, with a proven ability to apply them effectively to drive organizational change and achieve desired outcomes
•    Demonstrated understanding of how individuals and organizations go through the change process, including awareness, desire, knowledge, ability, and reinforcement (ADKAR model), and the ability to tailor change strategies accordingly
•    Strong problem solving and root cause identification skills
•    Familiarity with project management approaches, tools and phases of the project lifecycle
•    Change Management Certification or designation preferred
•    A keen eye for detailed process steps & identification of gaps/opportunities
•    Ability to engage at the leadership level and influence the change agents/leaders
•    Ability to effectively facilitate workshops & achieve set objectives
•    Cross-functional units & technology operations experience
•    Working knowledge of running vendor Proof of concepts 
•    Quality management seasoned professional 
•    Seasoned product management experience 
•    Knowledge and experience in process and system analysis, defining various levels (business, functional, system) requirements and related technical documentation, and then working closely with the delivery team on the end-to-end development lifecycle.
•    Strong Leadership qualities as well as the ability to operate with virtual teams based globally.
•    Interpersonal and people management skills.
•    Ability to manage ambiguity.
•    Bachelor’s degree required; Computer or Information Systems, Mathematics, Business Administration, or other related fields.  
•    Certified Scrum Product Owner Certification (must)
•    Certified in Lean Six Sigma - Black Belt or above (preferable)
•    Project Management: PMI-ACP or PMP or PRINCE2 or equivalent (preferable)
•    Proficiency in MS Office suite of applications, esp. MS Project and MS Visio is a must.

Additional Information

-Occasional travel to meetings in other Intl.SOS regions – as assigned

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