Beneficiary Support Center (BSC) Team Leader

Essential Job Duties and Responsibilities:

The Beneficiary Support Center (BSC) Team Leaders are the first line of management team responsible for teams of Customer Service Executives who work to ensure the delivery of operational support to those seeking access to the TRICARE Overseas Programme (TOP), responding to inbound calls or contacts from our beneficiaries based around the world, either current or former members of the US military and their families, who want to access medical services.

Key Responsibilities:

• Overall responsibility for the service delivery of the Beneficiary Support Center (BSC) teams, managing teams of Customer Service Executives who provide administrative support to beneficiaries contacting the Beneficiary Support Center seeking access to healthcare services through the TRICARE Overseas Programme (TOP)
• Ensures the high degree of quality service delivery is executed by the Beneficiary Support Center.
• Ensures Service Level Agreements/Contract standards are met or exceeded at all times, using the most cost effective and efficient means appropriate
• Ensures all personnel adhere to the appropriate procedures within the Beneficiary Support Center Operations Policy and Processes
• Ensures the proper allocation of resources to all workloads, ensuring the highest level of service delivery at all times.
• Responsible to taking part in audits and governance oversight as required.
• Responsible for defining BCP arrangements and testing these annually to ensure effectiveness.
• Leads by example in working other TRICARE teams to ensure the seamless execution of all service delivery.
• Responsible leading the development of rota’s for the Customer Service Executive teams to ensure resources are available to meet client demand effectively.
• Collaborating and maintaining positive and effective working relationships with stakeholders and teams to meet client expectations
• Ensures appropriate escalation procedures are followed by all members of the operational staff
• Responsible for the administrative requirements of leading a team of Team Leaders.
• Ensures that the operations manager is fully and regularly briefed on any performance issues impacting the team.
• Ensures the timely and proper delegation, direction, and escalation of service recovery activities.
• Ensures all members of the operations staff are familiar with all the relevant and most up to date International SOS policies and procedures
• Ensures the proper execution and documentation process is followed for all actions for all actions regarding specific individual performance, disciplinary or grievance matters in accordance with International SOS policy and the guidelines set forth from higher management
• Ensures the team recruits the right resources to ensure service levels are maintained and in line with the required standards.
• Executes all reasonable duties and tasks as requested by the Operations Manager and or other senior management members.
• Managing the performance of the Team, including ongoing and annual performance appraisals.

Description:

Required Skills and Knowledge

• Accomplished ability to understand and operate effectively in a crisis situation
• Accomplished expertise in communicating up, down and laterally in a clear and concise manner
• Accomplished ability to understand, interpret and execute given guidance with minimal supervision
• Accomplished ability to take the initiative and accept responsibility for his or her decisions
• Accomplished ability to provide purpose, direction and motivation to subordinates and peers alike
• Accomplished ability to delegate and supervise tasks appropriately
• Proven ability to work and excel under high pressure situations
• Proven ability to multi-task and prioritize in a rapid and effective manner
• Understands how to manage and operate in a diverse group
• Executes and encourages effective, logical and methodical problem solving techniques in a timely manner
• Customer service and quality driven

Required Competencies 

• Leadership
• Leads by example and is a role model. Helps self and others to focus on what really maters
• Use own influence to guide individuals and groups towards achieving their goals
• Delegates appropriately within the team, playing to the strengths of individuals

Customer Focus

• Anticipates and identifies customer requirements, providing extra value added services to
• exceed their expectations
• Supports and encourages others to deliver superior services across the organization.
• Provides the tools and information to make this happen
• Measures and evaluates services levels using a variety of approaches

Communication Skills

• Influences audiences effectively in challenging and/or adversarial situations
• Simplifies, condenses and communicates ideas and concepts from many sources
• Keeps people well informed of key issues impacting the business

Problem Solving

• Converts original ideas and creative approaches into practical solutions.
• Quick and resourceful in mastering facts, information and knowledge to help others solve business problems
• Motivates others to adopt diverse problem solving techniques and processes

Drive for Results

• Concentrate on value adding business opportunities and focuses employee efforts on them
• Exercise leadership in making things happen by being directive and action oriented
• Shows personal accountability and holds others accountable for achieving results

Business Focus

• Understands the business issues impacting the organization and the industry, especially on a cross border and functional basis
• Makes sound decisions to deploy limited financial and other resources to implement business strategies
• Is creditable and can front client meetings

Teamwork and Collaboration

• Maintains the focus of the team on their goals, builds a collaborative work ethic
• Clarifies and maintains team roles, providing opportunities for all team members to play to their strengths
• Removes roadblocks for others

Developing and Coaching

• Helps others learn how to structure and solve problems related to their work and relationships with others
• Provides instructions and explains by positive modelling in order to help others develop skills

Required Work Experience 

• Proven leadership success in an Operational service deliver setting, call centre experience advantageous.
• Must have previously supervised or managed direct reports

Required Qualifications

• Bachelor’s Degree (or local equivalent) or relevant industry experience.
• This position does require someone who can obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position. International SOS will facilitate.

Required Languages

• Fluent English
• Fluency or proficiency in any other language is preferred but not essential

Travel / Rotation Requirements 

• Occasional international travel may be required, by request