Medical Operations Manager

Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. We offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe.

As Operations Manager for the Global Operations Centre, you will oversee and optimize the operational performance of our Global Operations Centre. You will be responsible for providing strategic and hands-on support to our Global Operations team who will be managing all ongoing and complex cases through to completion. This includes outpatient, inpatient, medical transportation cases including air ambulance and commercial repatriations, repatriation of mortal remains and billing cases.

Key to your role is leading, guiding, coaching and developing a diverse team of Global Operations Coordinators and Medical Specialists to ensure professional, empathetic and efficient service delivery is provided to our clients. You will proactively and regularly review and manage the team's workload supporting effective management of case volumes and activity.

You will collaborate closely with the medical team as well as the network team in line with the Operational SOPs to deliver seamless Assistance services and support the Global Operations Centre activities.

What You Will Bring

• Hands-on approach to day-to-day case management, reviewing and overseeing all elements of ongoing and complex medical assistance cases by ensuring adherence to best practices, compliance standards, and quality assurance protocols.
• Leading and managing daily workload distribution, ensuring effective case allocation based on time zones, urgency, client requirements, and team members' skillsets.
• Continuously analyzing and refining operational processes, identifying areas for improvement and implementing best practices.
• Monitoring, managing, and optimizing key operational platforms, including AWS and Salesforce, to enhance performance and efficiency.
• Mentoring and coaching current and new team members, ensuring smooth onboarding so they gain a full understanding of processes and procedures.
• Participating in and supporting the Head of Operations in recruitment interviews.
• Conducting regular 1-2-1 sessions with each team member through performance and development discussions.
• Acting as a trusted point of contact for Crisis24's key clients and stakeholders, focusing on maintaining service-level agreements (SLAs), resolving challenges promptly, and ensuring high levels of client satisfaction.
• Identifying opportunities to enhance operational efficiency, streamline workflows, and reduce turnaround times while maintaining the highest standards of service delivery.
• Tracking and analyzing key performance indicators (KPIs), preparing regular operational reports, and providing insights and recommendations to drive strategic improvements.
• Working closely with our Quality department to ensure client satisfaction remains a key priority and feedback is shared when team members need ongoing learning.
• Conducting monthly call and case reviews for the team members as part of the ongoing quality and performance improvement initiatives.
• Assisting in client onboarding and supporting the Head of Operations with client meetings when required.
• Escalating and providing regular updates in a timely manner to the Head of Operations on high profile and cost cases, highlighting high risk (medically or reputational) cases.
• Collaborating effectively with key stakeholders such as Operations Managers, Head of Operations, the Medical, Global Network, Account management, training and quality and Finance teams for positive case outcomes.
• Being responsive and empathetic to the needs of our customers, clients and colleagues.
• Leading by example and promoting a professional, open culture representing Crisis24 at all times.
• Supporting the on-call Rota and being available to support on weekends.
• Acting as Head of Operations and assisting on ad-hoc requests when required and as directed by the Head of Operations.

Requirements

• Minimum of 2 years’ experience as a team manager in customer service, and demonstrated experience working in a similar fast-paced environment (medical assistance, insurance, call center).
• Ability to remain calm, positive and work well under pressure in a fast-paced environment whilst supporting the team and the business.
• Demonstrated ability to take ownership of problems and resolve them.
• Effective time management and ability to prioritize workload.
• Excellent communication skills – verbal, written and interpersonal.
• Collaborative approach to role and service delivery.
• Fluency in a second language, including a European or Asian language an asset but not essential.

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.