Operations Manager Assistance

Overview

In this remote role, you oversee the safe, timely and cost-conscious delivery of medical and travel assistance services 24/7, guiding frontline teams and coordinating care with medical and commercial partners. You’ll drive service resilience, performance, and continuous improvement across the First Response team, partnering with clinical, claims, network and commercial colleagues. You’ll manage complex, high-value cases and support incident response while ensuring compliance and high client satisfaction. This is a leadership-focused role with a meaningful impact on people’s safety and outcomes.

Responsibilities

• Lead daily medical and travel assistance operations including air ambulance and repatriations
• Ensure teams meet client SLAs, KPIs and case progression standards
• Manage Team Leaders, Supervisors, Case Managers, Administrators and Medical Assistants
• Oversee recruitment, training, scheduling, capacity planning and surge coverage
• Coordinate care with medical professionals and partners for safe transfers and repatriations
• Monitor provider quality, availability, capacity and cost
• Oversee client reviews, audits, governance, escalated complaints and reporting
• Embed policies, oversee case/call reviews, audit readiness, risks and continuous improvement
• Support onboarding of new clients, products, processes and systems
• Provide senior leadership with reporting on staffing, volumes, backlogs, costs and risks

Key requirements

• Experience leading a 24/7 operation in medical assistance, travel or health insurance
• Understanding of assistance and claims operations including repatriation and regulatory requirements
• Experience in people leadership, workforce planning and change delivery
• Strong communication, data and financial skills, with stakeholder relationship abilities
• Experience with case-management, telephony, workforce-management and reporting systems
• Fluent English; additional languages desirable
• Availability for on-call and occasional travel

• Calm under pressure
• Empathy and decisiveness
• Strong communication and stakeholder management
• Case-management systems
• Telephony systems
• Workforce-management and reporting tools

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