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Director, European Operations - Cardiff

Full Time, Managerial / Executive
Job Sector:
Administration / Office Work, Customer Service, Financial Services / Insurance, IT / Technology
South Wales
Salary description:
Start Date:
Global Response Ltd
Job Ref:

Director, European Operations
Cardiff, Wales, United Kingdom
Full Time
Senior Manager/Supervisor


The  European Operations Director leads and manages IMG Operations based in Europe and Asia (inclusive but not limited to Cardiff, Steyning, Redhill, Hong Kong and Gibraltar locations) consistent with the strategic goals of the Executive management team and the Board of Directors.

This position is a key part of IMG’s strategic imperative to achieve its financial performance goals, as well as its goal of building the capacity necessary to support a worldwide service presence. Operations is the “front-line” of the company Mission promise to “Be There”.  The incumbent will take direct responsibility for Operations with Enrolment; Claims and Customer Service/Call Centre, Data Warehouse data integrity, Cost Containment and Clinical Care Management.

As a member of IMG’s senior leadership team, the incumbent will be accountable with other senior leaders for achieving financial, quality, and service goals. In addition, the incumbent will represent IMG in workgroups working on clinical integration and population management.

This role is based in Cardiff (Wales, UK) where the IMG largest European operational centre is located. Any individual in this role must be local or willing to relocate.

The role has responsibility over local IT team as dotted line manager, point of escalation and defining prioritization of tasks.


  • Execute claims management strategy; analyse claims results and create annual operational goals and objectives for claim handling operation.
  • Oversee end to end service delivery from implementation of new accounts to termination; support product creation and deployment as well as all aspects of customer care
  • Lead international expansion efforts and ensure implementation requirements are fully vetted and on schedule.
  • Responsible for end to end Assistance services from simple benefit inquiries to complex medical transportation cases
  • Direct clinical care efforts on initiatives designed to drive positive results, effectiveness and profitability.
  • Ensure all cost containment processes and protocols are effective executed.
  • Monitor and analyse significant legal developments and legislative changes that may affect claim operations. Communicate conclusions and recommendations to staff and other appropriate stakeholders.
  • Employ performance management and performance review processes to maximize performance of employees, correct performance problems, provide development opportunities and promote effective communication with employees.
  • Ensure claim, call, correspondence, premium management and enrollment quality in accordance with best practices and company guidelines.
  • Maintain appropriate staffing levels in conjunction with workloads.
  • Select, train and manage staff. Plan staff responsibilities and manage activities, utilizing staff resources effectively.
  • Work closely with Quality Control staff to ensure appropriate execution of quality assurance processes, inclusive of identification of strengths, deficiencies and implementation of action plans focused on improved results.
  • Ensure the delivery of excellent customer service.
  • Lead by example in effectively supervising, coaching, developing, motivating, and evaluating staff.
  • Develop, recommend, and implement policy guidelines based on client needs, market conditions, and company objectives.
  • Promote continuous improvement and support transformation efforts within the business.
  • Develop and manage the operating budget.


  • Bachelor's degree
  • 15+ years of Global Travel Insurance, International Healthcare, TPA and/or Health Insurance industry operational experience
  • 5+ years director experience, has directed multiple and diverse teams
  • Expert in Operations ancillary functions inclusive of but not limited to Quality Assurance, Workforce Management, Training, Call Centre Technology, Project Management, Business Analysis, Process Improvement, Data Analytics
  • Expert knowledge of international travel assistance, healthcare industry and Third Party Administration services.
  • Demonstrable track record in influencing and executing strategy and multi-million multi-year project portfolio management
  • Affinity to technology and proven record of executing efficiency programs
  • Proven ability to effectively lead organizational transformation
  • Excellent verbal, written communication and presentation skills.
  • Proven ability to effectively interact with executives and clients.
  • Ability to maintain confidential information and work independently and in a team.
  • Domestic and International travel is required to other IMG offices or client locations.
  • Second language related to target markets: Mandarin, German and/or Spanish
  • Strong analytical skills.
  • Strong organizational skills.

Location: Cardiff, Wales

Salary: Competitive

Closing date for applications: Monday 2 September 2019

To apply for this role, please submit your details online by clicking here or the Apply Now button below.

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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