Operations Manager

Job Title: Operations Manager

Set-Up: Full Work Onsite (Ortigas, Pasig)

Overall Purpose of the Job:

The Compass Operations Manager is responsible for leading the team delivering fulfilment and coordination of all types of assistance, medical, security and travel to the beneficiaries of Compass A&H Business Travel policies. Working in close collaboration with Compass operations and medical specialists and where required the Intl.SOS Assistance and Aspire Lifestyles Centers, deliver high quality service, through efficient and cost-effective case management that is aligned with the beneficiaries contracted insurance policy.

Key Responsibilities:

Departmental Responsibilities:

·       Ensure smooth and efficient co-ordination and delivery of the complete range of assistance services to the customers of Compass A&H as delivered through the Compass platform.

·       Provide overall case management direction and quality assurance in the Compass assistance program.

·       Be conscious of the cost effectiveness of the assistance solutions recommended and undertaken

·       Serve as an escalation and resolution point for all assistance cases and client related operational issues.

·       Provide leadership and direction to the team of existing and new Operations Coordinators to achieve Compass' operations objectives.

·       Ensure the highest level of customer service on the Compass platform by providing the operations team with the necessary tools and support systems to deliver these services:

·       Apply the Compass Standard Operating Procedures to day-to-day case management

·       Identify and escalate any issues impacting on the operations team's ability to effectively perform their duties to the Head of Service Delivery (location), and the Global Service Delivery Director if unable to resolve directly.

·       Ensure optimum staffing levels and maximization of resources on the platform, in line with service quality requirements.  Working with the Head of Service Delivery engage in the recruitment, selection, training, evaluation of performance and retention of staff.

·       Ensure that there is effective communication and delegation at transmission between the operations and medical teams.

·       Act in an "on call" capacity for the Compass platform after hours as required.

·       Project a positive and supportive tone in all verbal, written and non-verbal communication.

·       Maintain a professional environment as evidenced by individual dress, workspace and personal demeanour.

·       Attend and participate in staff meetings and educational offerings.

Training and Quality Assurance:

·       Ensure that appropriate case management outcomes are consistently attained for both medical and security assistance.

·       Work with the Head of Service Delivery to drive solid service recovery, ensuring that a workable service recovery system is in place for all Assistance programs (root cause analysis, corrective and preventive actions).

·       Be actively involved in complaint management, resolution and escalation to Compass underwriting and claims as per agreed operating procedures.

·       Monitor platform performance and quality indicators, especially around NPS, call review outcomes, and work with the key stakeholders to achieve and maintain key benchmarks.

·       Assess and monitor call and case reviews to ensure levels remain in line with predefined acceptance targets and implement training practices as appropriate.

·       Take overall responsibility for quality of data input and capture for case management, billing and reporting purposes.

Required Skills and Knowledge (Brief description of technical knowledge or skills needed to perform the job)

·       Ability to manage and lead a diverse team with varying levels of skill and experience

·       Organised and detail oriented (ability to develop record keeping systems and procedures)

·       Ability to work independently and as part of the team, work effectively with others and be responsive to the Department and company needs

·       Ability to make sound decisions in a manner consistent with job functions

·       Ability to work under pressure and stress

·       Willingness to be involved in a broad range of functional assignments

·       Hands-on with a strong sense of urgency, and willing to "roll sleeves up."

Required Work Experience

• 5 years of experience in a healthcare or non-medical operational background (e.g., logistics)

·       Geographical awareness and cultural sensitivity

·       Experience of managing a 24/7 operation

• On call experience

Required Education:

• College Graduate