Head of Service Delivery

Job Purpose:

The Head of Service Delivery, has a responsibility for ensuring that the resources are in place deliver on assistance requests originating from the beneficiaries of specic client Business Travel policies. Working in close collaboration with the Operations Manager, operations and medical team, and where required, the Intl.SOS Assistance and Aspire Lifestyles Centers, oversee and guide the delivery of high-quality service, through efficient and cost-effective case management that is aligned with the beneficiaries contracted insurance policy.

Essential Job Duties and Responsibilities:

External and Internal Relationship Management

• Ensure efficient delivery of the complete range of assistance services across the platform by ensuring appropriate levels of well-trained medical and operational professionals are employed and on shift in accordance with operational requirements.
• Ensure that the service delivery provided by the platform is reflective of the agreed upon SOP’s. 
• Serve as the ultimate escalation and resolution point for assistance cases and client related operational issues.
• Act as the primary point of engagement on operational and claims matters.
• Provide leadership and direction to the team of existing and new Operations Specialists to achieve the operational, financial and commercial objectives.
• Ensure the highest level of cost-effective customer service on the platform by providing the operations team with the necessary tools and support systems to deliver these services:
• Maintain Standard Operating Procedures specific to the department and streamline the workflow among various sections of the Assistance centre.
• Leverage the global resources and best practice to maximize the operational efficiency and quality within the platform.
• Ensure optimum staffing levels and maximization of resources on the platforms, in line with service quality requirements.This involves overseeing the recruitment, selection, training, evaluation of performance and retention of staff on the platform

 Operational Management

• Ensure the relevant operations procedures and processes are adhered to, effectively delivering the contracted service.
• Have oversight of all KPI and quality deliverables ensuring the delivery meets the contracted KPI’s and expected standard.
• Present solutions and options related to escalated problems or queries considering all relevant factors that make up the query.
• Lead the team towards a culture of productivity and ensure productivity measurements are in place and adhered to.
• Take ultimate ownership of all complaints globally.
• Participate in RCA’s and implement practical solutions if need be.
• Oversee review and resolution of billing cases as escalated, in conjunction with billing team in Mauritius and location where billing issue is identified.

People Management and Team Development

• Leading the team by example.
• Ensure adequate staff is in place globally to deliver the requirements at all times.
• Be responsible for the development of staff rosters to ensure that appropriate staffing is in place to meet the operational requirements of the platform.
• In conjunction with HR manage absenteeism in the team.
• Ensure regular staff feedback meetings are in place.
• Review training needs on a regular basis with the training and quality team.
• Undertake regular 1 to 1 sessions with direct and functional reports.
• Ensure all performance appraisals are completed for staff.
• Ensure all probation is conducted timeously and reports sent to HR.
• Consult with HR for any formal performance management requirements.

Infrastructure

• Ensure staff have the required equipment and access to perform their functions.
• Ensure that communications equipment and computer equipment is in good working order.
• Activate disaster recovery procedures when relevant scenarios occur and coordinate staff management until normal conditions resume.

Additional Duties:

Reporting

• Responsibility to report on operational delivery of services in regard to assistance case management and identify key trends and priorities in regard to these.
• Participate and manage projects as allocated and complete the tasks to deadline.
• Making suggestions for continued improvement and efficacy of the platform.
• Participation in company initiatives and encouragement of staff participation.
• Ensure continuity of service delivery by activating the Business Continuity Plan if and when required under BCP protocols.

Requirements:

Required Skills and Knowledge

• Demonstrates accountability, confidentiality and ability to handle client related queries.
• Sound knowledge of Healthcare Insurance products and services.
• Becoming proficient in understanding company’s case management software.
• Working knowledge of CRM/Call Centre telephony systems.
• IT literate and proficient in the usage of contemporary computer software including Microsoft Outlook and Word.
• Ability to coach, mentor and impart knowledge to staff.
• Sound knowledge of world geography.
• Able to communicate at all levels.
• Strong interpersonal and leadership skills.
• Has sound decision making capabilities.
• Demonstrated leadership ability.
• Practical problem-solving skills.

Required Work Experience 

• Demonstrated understanding of working within a general customer service focused environment.
• Experience and proven ability within healthcare operations. 
• At least 5 years’ experience in a management leadership capacity.

Required Qualifications

• College Degree Preferred.
• Qualification in Call Centre Management or comparable work-related experience in a medical / Healthcare environment preferable.

Behaviours

• Displays strong leadership ability.
• Remains calm and logical and professional in work ethic.
• Show commitment to the team.
• Displays a "can-do" attitude, results driven and gets things done.
• Display consistent punctuality and attendance.

Travel / Job Conditions

• Travelling as required to meet business needs.
• The list of responsibilities is not exclusive, and duties may be amended as per business and operational requirements.

Required Language:

Languages

• Excellent written and spoken English is an explicit requirement of the role.

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