Assistance Operations Manager – World Travel Protection

Job title: Assistance Operations Manager – World Travel Protection

Job description: Job Summary

• This role is responsible for providing day to day operational management within the 24/7 Medical and Security Assistance for but not limited to lost luggage, emergency ticket replacement, trip interruption, medical case management, medical evacuation/repatriation in a fast paced, inbound and outbound department.
• Oversight of the assistance platform, in line with contractual commitments, customer need and expectations.
• The Operations Manager will lead a focused team within a culture of empathy, consistent sense of urgency problem solving, through dedicated continuous improvement.
• This role is also responsible for Travel Risk Management (TRM) responsibilities, especially including security aspects, and how WTP provides specialized advice and technology solutions for Travel and Risk management.

Are you ready to kick start your career in travel assistance?

Zurich Insurance is a global insurance company with a specialty in life insurance, general insurance and travel insurance. This role will sit in one of Zurich’s subsidiary companies, World Travel Protection, which focuses on travel risk management and emergency assistance.

World Travel Protection (WTP) is a leading Travel Risk Management (TRM), medical and security assistance company, and Third Part Administrator (TPA). Prevention is at the forefront of WTP wide range of risks mitigation and security assistance solutions available to its clients to ensure that their resources are best utilized to anticipate crisis from occurring. In parallel, WTP provide robust response solutions to support insurers administer their travel protection products through our capability in customer service and claims. At World Travel Protection, protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens.

Our extensive experience in global travel risk management is the reason we are trusted by travellers, corporate risk managers and organizations across the globe, who allow us to help prepare them for potential travel threats and assist them when they need it most.

We are part of Cover-More Group, the third largest provider of travel insurance and assistance in the world, operating in 16 countries across five continents from New Zealand to the USA…sounds exciting right?

So, what’s our mission?

Protecting travellers – and supporting those responsible for their safety – is our business.

We operate 24 hours a day, seven days a week from our 4 operation centres in Australia, Canada, Malaysia, and the UK, responding to the cries for help we receive from travellers across the globe.

A bit about the job:

• The operational performance of the Assistance platform for Canada in line with Service SLA’s.
• Oversight and accountable for workforce planning (non-clinical staff), including forecasting, rostering, and resourcing.
• Effective day to day management of the department’s budget.
• Drive service delivery performance of medical assistance cases in line with quality standards, processes and procedures.
• Ensuring the effectiveness of department non-clinical processes and procedures to enhance, sustain the department’s productivity and quality.
• Team performance: lead the department in developing the team’s skillset to enable succession planning and able to problems solve, manage simple to complex cases globally to industry leading standards with high level of customer service and empathy.
• Non-clinical complaint management, including investigation, review of response drafts, stakeholder management as relevant and support for internal root cause analysis and resolution.
• Step in and support staff members proactively or taking escalations for live cases as necessary.
• All non-medical live event cases, across all client groups including case direction, customer service and case outcomes.
• All non-clinical protocol and processes; development, revisions and implementation supported by the Learning & development team.
• Non-clinical related service risk management (in consultation with the Quality and Risk and Manager) including ticket controls as allocated.
• Be a subject matter expert point of escalation to support the staff for all security and medical case types.
• Participate in the out of hours on call schedule to support urgent and critical escalation items.

A bit about you:

Required:

• Bachelors Degree and 7 or more years of experience in the Operations area

OR

• High School Diploma or Equivalent and 9 or more years of experience in the Operations area

OR

• Zurich Certified Insurance Apprentice including an Associate Degree and 7 or more years of experience in the Operations area

AND

• People management experience

Preferred:

• At least 3 years Travel Insurance or Travel Assistance experience is required
• At least 3 years of experience in a management position
• Emergency management experience
• Experience in working in a logistics environment
• Ex-military
• Proven strong leadership skills
• High level of critical thinking and problem solving skills
• Ability to deal with clients and providers at all levels and translate client needs it high level professional operational service delivery
• High level of coordination and organisational skills in a customer focused environment
• A demonstrated ability to work proactively with staff to constantly identify areas for improvement within the operations and the organisation a a whole.
• Previous experience in managing a travel assistance platform or similiar.

Why pick us?

We value optimism, caring, togetherness, reliability and determination.

We have more than 1500 employees worldwide: we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach – after an initial training period of 3 months – ensures our employees maintain work-life balance with the flexibility of 2 days in the office and 3 days working from home.

Career growth. This is an extremely exciting time for us at World Travel Protection, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.

Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular vacation leave (everyone starts with 4 weeks), along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.

Investing in your health, and your future. We offer a competitive medical insurance package and pension contributions.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Apply today and let’s go great places together!

A future with Zurich

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. We are a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, Zurich strives to provide ongoing career development opportunities and foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our people, our customers and the communities we serve.

As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich is committed to providing a diverse, inclusive and barrier-free environment resulting in an accessible organization for employees, customers, and other parties who interact with, or on behalf of, Zurich. We strive to achieve a workplace free of discrimination of all forms, including discrimination on the basis of physical or mental disability, or medical condition. If you are interested in a job opportunity, please advise if you require an accommodation, so we can work with you to provide a more accessible process.

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich Canadian Holdings Limited. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.

Only applicable for Canada: For Zurich Canada’s commitment to diversity and accessibility please . If you would prefer to not receive future electronic messages from Zurich Insurance Company Ltd’s recruitment management system, please email your request to have your job profile deleted from the system by clicking . Zurich Insurance Company Ltd 100 King St., W., Suite 5500, Toronto, ON, M5X 1C9.

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