Assistant Operations Manager [Assistance Centre]
- Moka
- Negotiable
- Permanent
- Added 01/08/2025
- Closing 31/08/2025
- Proactive
Our client, a leading health and security services provider, operating since 1985, in 90 countries, with 13,000 experts worldwide, is looking for an Assistant Operations Manager to support its growth of its Assistance Centre in Mauritius.
Our client, a leading health and security services provider, operating since 1985, in 90 countries, with 13,000 experts worldwide, is looking for an Assistant Operations Manager to support its growth of its Assistance Centre in Mauritius.
Company Overview
The world's leading medical & travel security services company. We are in the business of saving and protecting lives, when involved in medical or security situations.
More than 11,000 multi-cultural medical, security and logistics experts stand by to provide support and assistance from over 1,000 locations in 90 countries.
Business Unit Overview
Our Assistance Centre in Mauritius provides medical and security assistance and support to our clients and their members / insured entities on a global basis. The operations department in the Assistance Centre works in conjunction with the medical and security teams to manage medical and security cases for corporate members’ travellers and expatriates.
The Assistance operations department is responsible for coordinating and operationally managing medical and security assistance cases, including but not limited to medical and security evacuations, medical repatriations, guarantying of medical expenses, medical advice and providing referrals.
Overall Purpose of The Job (Brief description of the primary purpose of this position)
With guidance and supervision of the Operations Manager, responsible for supervising and managing all operational aspects of the contractual relationship between the company and its clients while complying with internal procedures and protocols.
In addition, the Assistant Operations Manager is accountable for team productivity, performance and development associated with allocated transmissions. The Assistant Operations Manager will focus on complicated transmissions but must be able to manage all transmissions on the Assistance Centre Platform.
Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)
Assistant Operations Management
- Responsible for supervising all aspects of the Assistance Centre operations function so that it consistently delivers world class assistance services to the company’s clients by adhering to operations processes, procedures and protocols and effectively using IT systems.
- Continuously improve operational processes and procedures, making the best use of internal resources and external providers to achieve the company’s case quality and productivity requirements, meet client service level agreements and align with the company’s quality and standards audits.
- Meet and exceed the local and Group key performance indicators for the Assistance Centre platform.
- Take an active approach in ensuring that personal operational management skills are developed and grown with direction and guidance from the Operations Manager.
Transmission Management
- Accountable and responsible for the effective running of the allocated transmission.
- Provide leadership and operational expertise to their IOS teams to ensure effective and efficient case management in line with Group best practice.
- Establish and maintain accurate records including statistical information where appropriate and provide effective management reporting systems both internally and externally.
- Ensure that all cases are managed and approved in accordance with best practice standards for case quality and the Group auditing purposes.
- Provide active management involvement, oversight, and case direction in scheduled transmissions and accountable for case handovers happening between transmissions and shifts.
- Ensure that each case is documented correctly within the case management system and in accordance with relevant policies and procedures.
- Provide professional and prompt investigation of all complaints by clients or their employees. This will include involving the relevant client program/account managers globally as required.
- Be available to take overflow calls.
- Activate disaster recovery procedures after consultation with the OM, when relevant scenarios occur.
- Present case studies related to any case where lessons have been learnt to your peers in regular feedback sessions.
- Complete monthly CQM (case quality management) and Call reviews
- Review and resolve billing cases as requested or as per transmission, completing any required invoice validation when necessary.
People Management and Development
- Review daily telephone reports and provide feedback to IOS on an individual basis and provide an update to the Operations Management team.
- Allocate staff to specific shifts or duties based on skill levels, availability, and workload demands.
- Handle staff requests for changes to the roster, considering operational constraints and fairness to all employees.
- Maintain records of staff attendance, leave, and overtime to facilitate accurate payroll processing.
- Provide feedback to the IOS regarding analysis of their transmissions and escalate to OM any anomalies.
- Ensure Assistance Centre staff are trained and familiar with all policies, procedures, and protocols in conjunction with the QAT Department.
- In conjunction with Operations Manager and Human Resources, be responsible for attracting, hiring, retaining, motivating, and developing a high-performance operations team within the Mauritius Assistance Centre.
- Monitor personnel performance through regular supervision, identifying training needs where appropriate.
- Set clear Assistance Centre quality standards and KPI targets for staff and monitor their performance through regular supervision and review, identifying training needs where appropriate.
- Feedback is to be provided to staff monthly.
- Performance reviews need to be conducted, as required, and formal reviews aligned to the performance management policy.
- Supervise and improve on full managerial expertise towards positively motivating staff.
- Facilitate effective team building and teamwork.
- Maintain appropriate staff records and other personnel information and to deal with any disciplinary or grievance matters in accordance with the company policies and procedures.
- Promote and implement staff mentoring opportunities across departments.
- Maintain confidentiality of all IOS performance.
- Improve personal business skills-set from a supervisory capacity to a management level. Continually taking ownership in building a stronger understanding and proficiency in developing full operational management abilities as well as actively showcasing managerial growth and development.
- Monitor and communicate absenteeism.
Stakeholder Relationship Management
- Display a caring attitude towards internal and external customers and living the company values in a way that reflects our slogan around ‘Human Touch’ and in so doing setting an example for the Assistance Platform.
- Ensure that and maintain confidentiality of all patients and/or client information. Ensure any contractually required monthly/quarterly and annual reports are generated and sent to clients. This will include liaising with program/account managers globally in other relevant departments.
- Effectively interact with relevant internal Group, regional and local stakeholders, and external clients in a “hands on”, proactive manner.
- Positively promote the company to other organisations in all forms of written and verbal communication, with clients and providers.
- Establish and maintain effective and responsive relationships with other departments within the Group.
- Liaise directly with the appropriate Medical Directors to create the interface between the operations and the medical team.
- Be familiar with client contracts particularly as it relates to scope of services, service levels, client authorisation and relevant operational guidelines.
- Responsible for escalating client requests that are out of the scope of contracted services to the OM and the relevant client account managers in line with company procedures.
- Attend internal and external meetings where appropriate and as requested.
- Proactively engage with client approved personnel and account managers on general programme and case related activity.
- Maintain a professional working environment within the teams with key focus on employee dress code, workspace, and demeanour management.
- Develop and showcase both proactive and reactive capability in handling complaint cases under the guidance of the Operations Manager.
- Ensure that Operations Manager is continually briefed in detail on issues related to large and complex cases as well as complaints.
- Support the Management Team in meeting and exceeding state objectives within the Mauritius Assistance Centre, whilst showing increased knowledge and capability.
Other
- Be accountable for the delivery of your KPI’s.
- Participate and display ability to lead in the scoping and implementation of additional Assistance Centre related projects as required.
- Attend supervision, training, and meetings as and when required. There may be a necessity for these to be outside normal working times.
- Work with the Assistance Centre Workforce Planner in ensuring a robust and sustainable staff roster.
- Work within and promote all company policies and procedures.
- Carry out any other reasonable duties as requested by the line manager and other senior management members.
Required Qualifications (Brief description of the educational background needed to perform the job)
- Minimum HSC
- Degree, Management Diploma or Operational Management qualification preferred.
- Qualification in Call Centre Management (or comparable work-related experience in a medical / Healthcare environment) preferable.
Required Work Experience (Brief description of the job-related experience needed to perform the job)
- At least 5 years of working experience in customer service environment, preferably in the medical healthcare services industry.
- At least 1 year direct operational and people supervisory experience.
- Experience in client service, complaint handling and service level management.
- Experience in successfully functioning in a corporate environment and able to adapt to a matrix organisational structure.
Required Skills and Knowledge (Brief description of technical knowledge or skills needed to perform the job)
- Demonstrates accountability, confidentiality, and ability to handle client related funding.
- Working knowledge of call centre technology systems.
- Proven analytical skills with demonstrable ability to supervise and interpret statistical data including excel based spreadsheets.
- Understanding of global project management methodologies.
- Strong presentation skills.
- Proficient in using case management systems preferable.
- IT literate and proficient in the usage of contemporary computer software including Microsoft Outlook and Word.
- Sound knowledge of world geography.
- Strong interpersonal and demonstrated leadership abilities.
- Self-managed.
- Able to communicate at all levels.
- Proven track record in working on internal and external projects with a sound technical background.
- Demonstrated leadership ability.
Required Languages
- Excellent written and spoken English and French is an explicit requirement of the role, and a third language is an advantage.
Behaviours
- Alignment with the company’s values of Passion, Expertise, Respect and Care.
- Displays strong leadership ability.
- Remains calm and logical and professional in work ethic.
- Show commitment to the team.
- Displays a "can-do" attitude, results driven and gets things done.
Job Conditions
- Working knowledge of CRM technology
- To be available for business travel internationally.
- As an Assistant Operations Manager that you have familiarised yourself with the Employment Equity Policy, and as such are committed to understanding the employment equity plan and your role in contributing to the plan.
Proactive reserves the right:
- To call only the shortlisted candidates for interview.
- Not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.
Proactive Talent Solutions
- Ground Floor, ICON Ebene, Cybercity, Ebene, Ebene, Mauritius