Travel Operations Expert

Overview

As Travel Operations Expert, you will oversee end-to-end performance, compliance and operational delivery for IPASA contracts across markets. You will be the operational lead for TPA relationships, regulatory reporting, and complaint management, ensuring robust governance and risk control. You’ll collaborate with deal countries, TPAs, and care centers to meet contractual commitments while enabling growth and smooth implementation of new partnerships. This role offers impact by strengthening operations, mitigating financial, regulatory and reputational risks, and driving continuous improvement in a multi-market setting.

Pay / Benefits

• Competitive Salary
• 25 days leave (rising to 27)
• Retail Discounts
• Cycle2Work Scheme
• Discounted Home Insurance
• Employee Assistance Scheme

Responsibilities

• Act as daily operational contact for IPASA TPAs, manage queries/escalations and performance; lead governance activities (due diligence, contract reviews, onboarding of TPAs) and oversee TPA process improvements
• Participate in launch meetings, ensure operational readiness and compliance; coordinate DataLoaders and packs; define complaint handling processes for new partners; manage published number requests and support telephony operations
• Lead preparation and submission of regulatory reports (FSMA Belgium, IVASS Italy); develop process guides for reports to ensure consistency and auditability
• Collect and harmonize complaint data across hubs; monitor open complaints; maintain IPASA complaints dashboard (ratios, upheld rates, ex-gratia, resolutions)
• Approve payments, ex-gratia, and hub invoices within delegated limits; manage large loss cases (€100k-€250k); oversee cost containment (Nordic payments) and verify hub payments
• Lead monthly governance meetings with countries/TPAs/Care Centers; represent IPASA in QBR/IBA meetings; manage relationships and provide operational guidance; handle escalations and ad-hoc projects

Key requirements

• Solid experience in contract or TPA management in an operational or insurance environment
• Strong knowledge of regulatory reporting obligations in insurance or assistance (FSMA, IVASS a strong asset)
• Proven experience in complaint management with multi-market data, root cause analysis and regulatory alignment
• Good grasp of financial controls: payment approvals, ex-gratia, invoicing and reconciliation
• Familiarity with risk and control tools and GRC platforms
• Ability to use operational data and KPIs to identify risks, trends and priorities
• Experience in multi-market, multi-partner operations, ideally in travel assistance or insurance services

• Operational partnering
• Attention to detail
• Influence & challenge
• Regulatory reporting
• Complaint data management and dashboards
• Financial controls and invoicing

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