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.
The Response Centre provides WorkHealth Services, which are particular assistance services, including Standard Topside Medical Support, Telemedicine, Occupational Health, Industrial Medicine and Emergency Medicine within highly regulated environments such as offshore, commercial maritime and aviation. The Response Centre also provides expertise in workplace injury and illness case management and the determination of a patient's fitness to stay at work or return to work in line with our clients' work place health related regulations and/or HSE standards.
The Flight Desk function in Johannesburg is situated within the International SOS Assistance Centre and its main purpose is to assist and act as a service provider to International SOS' Assistance Centres worldwide by conducting and assisting with air ambulance evacuations within the sub-Saharan Africa region and beyond.
The Concierge department provides a range of concierge and lifestyle assistance services to customers of International SOS' clients
Role Overview but not limited to:
To be accountable for and provide clear leadership in the delivery operationally of professional and effective:
•Medical and security assistance and Work Health medical services for clients of International SOS to the highest standards of excellence
•24/7 medical transport and air ambulance evacuation services for clients of International SOS to the highest standards of excellence
•Concierge and lifestyle services for clients of International SOS to the highest standards of excellence
To assume overall responsibility for the strategic direction, management and coordination of the Assistance, WorkHealth, Flight Desk and Global Assistance Network operations departments.
To ensure the optimum level of performance from the Assistance, WorkHealth, Flight Desk and Global Assistance Network operations departments in terms of quality of service, delivery efficiency, staff productivity and profitability.
To be responsible for building, developing and leading a sustainable, career focused, operationally sound professional team within the Johannesburg Assistance Centre. In particular, to provide leadership and direction to the South African Operations Managers on how to achieve the department's business and quality objectives, as well as various KPI's measuring such performance.
Education
•Grade 12
•Relevant Tertiary Education
Experience
•Minimum of ten years' experience in a managed services or client services environment, preferably with experience managing multiple teams
•Minimum of three years operational management experience in a managed services environment, preferably with a managed care organization, although five years is preferred
•Ability to drive operational inefficiencies and process improvements aimed at improving operational effectiveness by applying industry best practice
•Experience with customer complaint handling and contractual service level management
•Proven ability to communicate effectively and act in concert with internal and external stakeholders
•Able to produce results both independently and as part of a functional / cross functional team
•Proven experience in working with multiple stakeholders across multiple business units and locations around the world
•Demonstrable Program / Senior Project Management experience
•Knowledge and experience in managing interventions related to organizational and staff development
Skills / Knowledge
•Strong strategic leadership skills in an multi-disciplinary operational environment
•Excellent negotiation, presentation and communication skills
•Written and verbal communication skills in both an unstructured and structured environment
•Excellent customer service skills
•Strong problem solving orientation with proven operational process analysis skills
•Strong business analytical skills and IT systems know-how
•Knowledge of medical terminology is preferred
•Solid IT infrastructure understanding preferably in a contact centre environment
•Computer and Microsoft office literate
Languages
•Excellent written and spoken English
How to Apply
If you wish to apply for this position, please send your comprehensive and updated MS Word CV to brenda.hedley@internationalsos.com and please refer to the position you are applying for.
If you have not had any response in two weeks, please consider your application unsuccessful.
