head of operations in cardiff

28 November 2018
snow thant, randstad business support
job type
£ 50,000 - £ 51,000 per year
apply now

cardiff, wales
customer services
sub specialism
Call Centre
job type
working hours
£ 50,000 - £ 51,000 per year
reference number
snow thant, randstad business support
apply now

job description

My client is one of the World's leading organisations for travel medical assistance and claims management.

They are recruiting for a self-starting and motivated Operations Manager to lead the business and be responsible for all aspects of service delivery within the 24/7 Assistance Department and it's constituent parts.

The successful leader will be responsible for the coordination of services required to respond to requests from overseas within the UK from an insured client/member or customer. Coordination may involve liaising with internal departments and the supplier chain, including hospitals, travel agents and other parties effectively, thus providing an industry leading service to both the customer and clients.

Other responsibilities include:

* Working closely with the Senior Management Team at local and group level to create a service strategy and optimise synergies with a view to meeting and exceeding contracted service delivery targets and establishing the most efficient processes and use of company resource, such as the Training and Development Team and IT specialists.
* Resource planning to ensure that the business is adequately staffed at all times and that we work within budget.
* Developing, monitoring and validating KPI's to understand and report on the team's performance.
* Motivating and leading the team as part of the Senior Management Team.
* Oversee the Assistance Operations functions to meet and exceed the requirement service standards and business requirements.
* Continuously striving to improve service delivery through innovation, efficiency and measurement.
* Establish a philosophy of continuous improvement within the operational teams.
* Principle point of operational contact for delivery of new business services
* Participate in Client/Account management for review meetings and audits
* Point of escalation for day to day operational activities (large losses, referrals)
* Oversee collaboration within the company to maximise effectiveness
* Work collaboratively with the relevant directors in the setting of strategy and objectives
* Lead, motivate, develop and coach the operational service teams
* Contribute to the overall leadership and development of Global Response
* Assist on tenders for new and renewing business when requested
* Provide regular feedback on service levels
* Partner with HR to fulfil requirements relating to recruiting, performance management, etc

Desirable attributes

* 5+ years' experience of 24/7 Assistance Operations.
* Experienced of the travel and health insurance markets
* Knowledge of modern call center tools and technology
* Proven ability to manage & motivate individuals and teams
* Ability to effectively resource manager
* Ability to work with minimum supervision and as part of a Global Team
* Flexibility and resilience PREFERRED SKILLS
* Project Management skills and experience
* Experience of modern call centre and CRM functions and processes

If you are a motivated Operations Manager with Insurance and Claims experience and is also experienced in handling and motivating a large team, please contact Snow on 02920 877 516.

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.