Job Description
SUMMARY This role leads our global 24/7 insurance and assistance services delivery centers, including Customer Service, Travel Assistance Services, Claims, Clinical Services, Cost Containment and Networks, Quality Assurance and Customer UX Services. Two key focuses of this role are to drive a superior customer journey post-sale, and to drive operational efficiency through a strong partnership between operations, IT and other departments. This role is focused on ensuring that all processes provide an efficient, effective customer journey post-sale that maximizes customer, client, and partner satisfaction.
DUTIES AND RESPONSIBILITIES Management of Operations - Ensure day-to-day customer service delivery is met globally and manage any day-to-day escalations
- Be an active member of the executive team by developing and implementing strategies to achieve Company profitability and growth.
- Drive the achievement of agreed Operations & IT targets in relation to service efficiencies that help the company meet operational revenue, profit, and cost-controls.
- Sponsor and lead the implementation of service-critical programs and projects
- Implement first-class customer journey model and processes
- Innovate current operating models and processes. Serve as consultant to the business regarding the tools and communication systems that support operations, including prioritization of system development, expansion, and replacement
- Be an ambassador for the Company to customers, clients, partners, and employees, taking opportunities to maximize potential commercial advantage where possible.
Management and Monitoring of Service Standards - Be responsible for the management and monitoring and the quality of service provided and ensure the service delivery in all Operations teams meets contractual and company quality standards.
- Ensure robust resource planning for services globally.
- Ensure that all processes reflect current best practices and statutory/regulatory requirements and that these standards are highly visible to all members of the operations teams.
- Ensure effective measures are in place to spot skills gaps and performance deficiencies within the team at an early stage and to take appropriate corrective measures in good time to avoid reduction in quality standards.
- Ensure that management information on key deliverables, services and quality performance, costs and staffing across Operations is up to date and provided as required.
- Ensure a comprehensive set of reports (scorecards, dashboards, etc.) which are submitted regularly in line with general reporting requirements.
Managing Costs / Productivity - Contribute to the Company’s overall profitability by ensuring strict controls are in place throughout the Operations Department to manage expenditure carefully and consistently.
- Have a strong focus on efficiency, bring expertise from the marketplace to also focus on areas of unnecessary spending or areas where spending could be managed more efficiently and implement improvements, including lowering costs through automation, process improvement and outsourcing
- Work closely with the Finance Team to prepare an appropriate budget and manage the budget throughout the year to minimize spending with a focus on productivity.
Managing People - Managing people in a way that helps drive the company culture and meet customer, client, and distribution partner demands.
- Work closely with the HR team to ensure consistent application of standard employment terms and conditions across the Operation Department.
- Work closely with direct reports to ensure that all Operations employees are motivated, managed and working effectively by:
- Performance managing all individuals in line with standard protocols, providing regular feedback on successes/areas of development and addressing any poor performance issues promptly, fairly and decisively.
- Providing training, coaching, support, and developmental assistance wherever needed to enable achievement of maximum potential in each individual.
- Provide fresh opportunities for personal career development wherever possible, e.g. through internal promotion, secondment, special projects
- Work closely with HR and direct reports to plan recruitment and people deployment in line with staffing budgets, identifying in advance where gaps may arise and implementing the most cost-effective methods of obtaining new talent.
- Maintain open channels of communication and encourage contribution of ideas and feedback at all levels.
- Ensuring that departmental and individual objectives and priorities are set and understood by all employees and that performance is monitored against these set objectives.
- Manage individual conduct and professional behavior promptly and fairly by applying guidance and/or formal corrective measures, in conjunction with the HR team.
- Contribute to Company-Wide people management strategies, initiatives and processes as required.
QUALIFICATIONS AND REQUIREMENTS - Bachelor’s degree in business or other related field required, Master’s degree preferred
- Minimum of 10-15 years of experience in Global Operations Leadership and Global Insurance and Services market experience preferred
- Experienced and confident operations expert, IT and international expertise preferred.
- Demonstrable skill in customer journey optimization
- Demonstrable skill in process optimization and efficiency.
- Experience managing large and complex budgets and proven ability to manage and control costs effectively.
- Proven people management experience and skills, especially in building, leading, and motivating large, remote teams, and managing performance and conduct fairly and decisively.
- Evidence of appropriate/relevant professional qualifications.
- Evidence of being able to work successfully in a fast-moving global environment.
- Ability to work with understanding and efficiency alongside people from different cultures and geographical locations.
- A naturally motivated professional with a positive approach and the ability to engage and inspire others.
- Must have the credibility, intellectual capability, and operational experience to gain immediate respect and professional credibility.
- Able to constructively challenge the status quo and influence through clear, informed, and logical argument.
- Have a far-reaching vision, strong leadership skills and passionate commitment to success.
- 10-25% Domestic and International Travel Required
IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.
Job Tags
Full time, Immediate start, Remote work,