Operations Manager

Company Overview International SOS is the world's leading medical and travel security services company, dedicated to saving and protecting lives in medical or security situations. With over 11,000 experts from diverse backgrounds, they operate from more than 1,000 locations in 90 countries.

Business Unit Overview

• WorkSafe Centre of Excellence: Manages health screening and vaccination services for multinational organizations.

Overall Purpose

• Service Delivery: Ensure efficient delivery of WorkSafe operations and services in line with client contracts and company policies.
• Client Interaction: Build and maintain relationships with clients and act as the primary escalation point for service delivery issues.

Key Responsibilities

1. Platform Management:

   • Oversee service delivery and ensure compliance with contractual requirements.
   • Handle cases efficiently, meeting Key Performance Indicators (KPIs).
   • Maintain records and manage billing processes.

2. Compliance, Governance, and Risk:

   • Address client complaints and ensure timely resolution.
   • Conduct call reviews and case audits to maintain quality standards.

3. Stakeholder Relationship Management:

   • Serve as the main operational contact for clients.
   • Coordinate delivery components to meet contract requirements.

4. People Management and Development:

   • Lead and manage the operational team.
   • Handle employee performance, training, and development.

5. Other Responsibilities:

   • Participate in on-call rotations.
   • Adhere to health and safety procedures.

Required Skills and Knowledge

• Technical Skills: Negotiation, presentation, communication, IT literacy, financial understanding, problem-solving, and project management.
• Competencies: Team building, customer focus, problem-solving, planning, results-driven, managerial courage, directing others, and delegation.

Required Experience and Qualifications

• Experience: Minimum five years in operations, with at least three years managing client deliverables and relationships.
• Education: Minimum Grade 12, with a tertiary qualification preferred.
• Languages: Excellent written and spoken English.

Behaviors and Job Conditions

• Values: Passion, expertise, respect, and care.
• Commitment: Team-oriented, results-driven, punctual, and willing to travel internationally.