Hybrid Senior Operations Manager

at Generali Global Assistance

• Job title: Senior Operations Manager
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Pembroke Pines, United States

About the role

• Manage daily operations of GGA's Travel Assistance department. Ensure quality service and effective staff management within a team of 30+ employees in Pembroke Pines, FL.

Responsibilities

• Responsible for the day-to-day operations of the GGA Travel Assistance department, including the provision of effective, quality-driven assistance services to our customers.
• Responsible for workforce management, performance management, quality management, and knowledge management within an environment of 30+ employees.
• Works closely with the Medical team, Claims teams and other internal and external stakeholders.
• This role reports to the Director of Customer Service.
• Manage the day-to-day operations of Travel Assistance, including the provision of effective, quality-driven assistance services to our customers
• Partners closely with Travel Assistance Medical team, working together to establish processes with smooth handovers and focus on customer experience and safety
• Partners with the Europ Assistance groups Travel/Medical Assistance team leaders to identify improvement opportunities and contribute to process development
• Maintain close management of operational tasks to deliver timely service and positive case outcomes
• Manage staff; define and assign work; monitor activities; and evaluate the performance of all offerings and/or services provided by Travel Assistance
• Execute against established key performance indicators (KPIs) to achieve department objectives in regard to quality, productivity, and team performance to ensure that they adhere to expected process and timeline according to company objectives
• Provide coaching and guidance to staff and promote staff training and development.
• Oversee regular coaching sessions to review escalated calls/cases, training opportunities, and individual performance metrics
• Monitor individual performance metrics and team performance reports daily, weekly, and monthly to ensure that productivity and quality objectives are met
• Manage the development, tracking, and reporting of key performance and productivity measurements for the department
• Support with the processing of Travel Assistance claims
• Build and maintain vendor relationships
• Act as an escalation point for sensitive customer and partner issues, including the management, investigation, and resolution of escalated incidents and complaints, escalating to the Director of Customer Service when necessary
• Manage regular quality control reviews on active and inactive cases
• Generate monthly reporting on call and case management statistics and quality data at senior management meetings and client meetings as required
• Identify and address staff training and coaching needs and partners with Ops Development to create training for new TA staff and provides ongoing training for CSD team members when needed
• Perform annual performance reviews for Supervisors and Assistance Coordinators
• Guide and offer recommendations to the Director, CSD as to changes in personnel, hiring, employee development, quality, performance, productivity, and adherence to company values and objectives
• Motivate staff, create a culture of excellence and promote a can-do attitude within the department
• Stay informed of relevant processes and procedures by periodical training
• Perform other responsibilities and assignments as assigned

Requirements

• High School Diploma or Equivalent (GED) required.
• Prior knowledge and experience in healthcare, travel insurance and multi-lingual Assistance/Call Center environments.
• Professional and experienced Medical Network Management skills with deep local and cultural knowledge
• Minimum 5 years of prior experience
• Prior experience in ISO or other Quality Assurance Management programs is highly desired
• Excellent verbal and written communication skills and ability to manage and prioritize multiple tasks.
• Excellent interpersonal skills necessary to interact positively with partners, providers and professional staff.
• Must represent the organization in a professional and knowledgeable manner
• Has strong customer service focus, decision making, planning and organizing skills.

Benefits

• Generous Employer contribution for health, dental, and vision insurance
• Paid Maternity and Paternity Leave
• Scholarship Program for Employee Dependents
• Company match on 401k
• Employee Assistance Program (EAP)
• Company paid short-term and long-term disability insurance
• Company paid life insurance
• Voluntary Pet Insurance
• Voluntary Legal Benefit
• Discounts on travel insurance
• Time off policies including vacation days, sick days, personal days, holidays and volunteer days (VTO)