Team Leader Operations

What you will be doing
Reporting to the Operations Manager - claims and medical services, The medical assistance team leader, is responsible for overseeing and guiding the medical assistance team to ensure the delivery of high-quality support and coordination of medical services to travel insurance policy holders. This role combines operational expertise with leadership skills to support and develop staff, enhance customer experience, and implement effective service delivery strategies.
**Key Responsibilities**:
Team Leadership and Management
- Lead, mentor, and develop the medical assistance team to achieve optimal performance and professional growth.
- Coordinate and manage daily operations, ensuring compliance with industry standards and internal protocols.
- Foster a collaborative and supportive work environment that encourages team engagement and continuous improvement.

Service Delivery and Coordination
- Implement strategies to improve customer satisfaction and overall experience in medical assistance services.
- Ensure effective communication with customers, providers, and internal stakeholders to facilitate seamless service delivery.
- Evaluate feedback and performance metrics to identify areas for improvement in service quality

Decision making and problem solving
- Utilize critical thinking and problem-solving skills to make informed decisions in high-pressure situations.
- Collaborate with interdisciplinary teams to develop and implement effective healthcare solutions.

Risk& Compliance
- Adhere to risk management and compliance obligations relevant to the role and comply with policies, processes, and training requirements.
- Report and escalate risk and compliance-related concerns, issues, and failures to management.
- Identify, document, and communicate risk and compliance exposures including fraud and corruption.
- Integrate compliance obligations, risk assessment, and risk management processes into daily operations.
- Demonstrate leadership and commitment to a safe working environment, ensuring all workplace health and safety initiatives are clear to all team members.
- Behave in accordance with the Company’s Policies and Procedures, Code of Conduct, and values (connected, responsible, trust, excellent, caring).
- Ensure all business proceedings are conducted professionally, legally, and ethically.
- Ensure adequate controls are in place to prevent, detect, and mitigate fraud and corruption risks.
- Maintain a high-level understanding of GICOP, RG271, consumer protection laws, AFCA approaches, and relevant industry codes of practice

Essential Requirements
- Background in healthcare, emergency services, or medical coordination is desirable.
- Experience in managing teams and working in high-pressure environments.
- Strong understanding of the travel insurance or general insurance industry is desirable. Moderate to high level MS Office Skills

Communication
- Excellent negotiation skills
- Excellent written and verbal communication skills
- Experience in dealing with difficult customers or patients, and ability to defuse escalated complaints.

Customer Service
- Proven commitment to customer service principles.
- Demonstrates customer focus and possesses the energy and tenacity required to succeed in a dynamic environment.

Professionalism and Problem Solving
- High level of professionalism, maturity, and integrity.
- Ability to use judgment, initiative, and common sense to solve problems.
- Lateral thinking and holistic management of systems and processes.

Attention to Detail& Organisation Skills
- High levels of attention to detail and organizational skills, including time management, required.

Initiative& Motivation
Self-motivated, keen to have a real impact required