Operations Manager Assistance

10 hours, 24 minutes ago
Full-time
Lead
Operations
Everbridge

Everbridge

Everbridge provides a comprehensive software platform that automates and enhances organizations' responses to critical events, ensuring the safety of individuals and the continuity of business operations during emergencies such as natural disasters, cy...

Internet Software & Services
1001-5000
Founded 2002

Description

  • Manage daily medical and travel assistance operations, including air ambulance, commercial repatriation and insurance-related cases.
  • Ensure delivery against client SLAs, KPIs, response-time, case-progression, handover, documentation and billing requirements.
  • Lead Team Leaders, Supervisors, Case Managers, Administrators and Medical Assistance Coordinators.
  • Oversee recruitment, training, performance management, scheduling, capacity planning and surge coverage.
  • Ensure ownership, triage and escalation of critical, high-value, security, evacuation, repatriation and VIP cases.
  • Support major incidents and business-continuity responses while monitoring case costs and financial exposure.
  • Coordinate with medical professionals, clients and assistance partners to arrange safe transfers and repatriations.
  • Monitor provider quality, availability, responsiveness, capacity and cost.
  • Lead escalated complaints and appeals, client reviews, audits and service-recovery activity.
  • Maintain operational quality and compliance, manage risks and incidents, drive improvements, and report operational performance to senior leaders.

Requirements

  • Relevant degree or equivalent professional experience.
  • Experience leading a 24/7 operation in medical assistance, travel or health insurance, or complex claims.
  • Understanding of assistance and claims operations, including repatriation, evacuation, delegated authority, client SLAs and relevant regulations.
  • Experience in people leadership, workforce planning, quality improvement, complaint handling, incident management and change delivery.
  • Ability to remain calm, empathetic and decisive in time-critical situations.
  • Strong communication, data-analysis and financial-management skills.
  • Ability to build trusted relationships with clients, providers and internal teams.
  • Experience using case-management, telephony, workforce-management and reporting systems.
  • Fluent English; additional languages are desirable.
  • Availability for rostered on-call and critical-incident support, with occasional travel; quality, continuous-improvement, project or change-management qualifications are desirable.

Benefits

  • Remote/home-based role available anywhere in the UK.

Interested in this position?

Apply directly on the company website

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