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Assistance Operations Manager

Full Time, Managerial / Executive
Job Sector:
Financial Services / Insurance
South Wales
Salary description:
Start Date:
Global Response Ltd
Job Ref:

Global Response provides medical assistance and claims handling services to travel insurance policy holders and corporate clients across the globe. Our UK-based operations centre provides round the clock medical assistance to policy holders who suffer injury or illness while travelling overseas, and our dedicated claims team handles a huge range of travel claims from lost luggage to pet care.

With an experienced, multi-lingual team, in-house medical staff and a superb reputation within the travel insurance industry, Global Response’s award winning service will ensure that your policyholders and employees get the best possible care, whatever the situation and wherever they are.

We are seeking a dynamic leader in the insurance world for our Assistance Operations Manager.

The Assistance Operations Manager is responsible for all aspects of service delivery within the 24/7 Assistance Department and its constituent parts. You will have responsibility for the coordination of services required to respond to requests from overseas or within the UK from an insured client/member or other eligible person (customer). Coordination may involve liaising with internal departments and the supplier chain, including hospitals, travel agents, overseas agents in order to effectively provide an industry leading service to both the customer and our clients.

This role will partner with the Senior Management Team at local and group level to create service strategy and optimise synergies with a view to meeting and exceeding contracted service delivery targets and establishing the most efficient processes and use of company resource. Including, but not limited to:

  • Quality, Training and Development Team to ensure ongoing improvement of staff knowledge and thus improve customer service.
  • IT Prioritisation Group to identify, define and implement system changes to improve customer service and efficiency of service delivery.
  • Medical Team to ensure the best possible level of clinical care for medical cases

This role will be responsible for resource planning to ensure we are adequately staffed at all times and that we work within budget, developing, monitoring and validating KPI’s to understand and report on our performance; and motivating and leading a team as part of the Senior Management Team.


  • Oversee the Assistance Operations functions to meet and exceed the required service standards and business requirements
  • Continuously strive to improve service delivery through innovation, efficiency and measurement
  • Establish a philosophy of continuous improvement within the operational teams
  • Principle point of operational contact for delivery of new business services
  • Participate in Client/Account management for review meetings and audits
  • Point of escalation for day to day operational activities (large losses, referrals)
  • Oversee collaboration within the company to maximise effectiveness
  • Work collaboratively with the relevant directors in the setting of strategy and objectives
  • Lead, motivate, develop and coach the operational service teams
  • Contribute to the overall leadership and development of Global Response
  • Assist on tenders for new and renewing business when requested
  • Provide regular feedback on service levels
  • Partner with HR to fulfil requirements relating to recruiting, performance management, etc


  • 5+ years’ experience of 24/7 Assistance Operations
  • Experienced of the travel and health insurance markets
  • Knowledge of modern call center tools and technology
  • Proven ability to manage & motivate individuals and teams
  • Ability to effectively resource manager
  • Ability to work with minimum supervision and as part of a Global Team
  • Flexibility and resilience


  • Project Management skills and experience
  • Experience of modern call centre and CRM functions and processes

Global Response is committed to developing and maintaining working environments and practices, which ensure equality of opportunity in both the recruitment and advancement of staff. Global Response works on behalf of FCA Regulated Companies and will therefore carry out background checks.

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Company Description

Global Response is an award-winning leader in travel medical assistance and claims management.

Established in 1998, Global Response has developed best-in-class operations, systems design and structure, cost containment and management, and fraud identification.

Underpinned by an extensive, worldwide agent network, Global Response is truly an international player in the market. With a multilingual customer support team, Global Response is capable of handling cases in any country 24 hours a day, 7 days a week, 365 days a year.

Global Response is an integral subsidiary of International Medical Group® (IMG®), a leader in global benefits and assistance services for more than 25 years.”

Closing Date:

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