Manager, Operations
Manager, Operations
Posted on :
14-08-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
14-08-2025
Job Description
KEY RESPONSIBILITIES:
Strategic Vision and Communication
- Develop implement and lead the strategic Australia Travel Insurance operation plan and efficiency in line with the organizations overall strategy and Australia market objectives. Ensure communication and understanding of the strategy within the team.
- Provide strategic leadership for the Australia Travel Insurance operations department ensuring alignment with organizational goals.
- Collaborate with cross-functional teams to optimize workflows and enhance productivity.
Claims Operations
- Oversee the end-to-end operations and claims management process including claim intake assessment adjudication and settlement ensuring timely and fair resolution for customers.
- Identify and evaluate operational risks taking appropriate action to control them and ensure smooth operations.
- Accountable for the operations team in terms of efficiency customer experience quality and training.
- To oversee provide co-ordination management and supervision of long term and day to day operational related matters planning service delivery within the areas of delegated authority.
- To plan establish and implement SOPs workflows best practices and ensure compliance with policies. This shall include compliance of legislative requirement such as data protection and medical confidentiality.
- Monitor operational efficiency to contribute to consistent and growth.
- Provide an effective communication link maintain effective and appropriate relationships between the management and the areas of delegated responsibilities.
- Provide through formal and informal interactions appropriate support and training to as and when required.
- To provide advice sound judgement and recommendation on cases.
- Establish dedicated support teams for clients based on contractual obligations ensuring seamless service delivery and client satisfaction.
Claims Management
- Oversee the day-to-day operations of the Travel Insurance Claims Department
- Ensure claims are processes in a timely manner adhering to company policies and regulatory requirements.
- Monitor and ensure proper settlement of all claims ensuring fairness to all parties involved.
- Develop and implement best practices for claims management to enhance efficiency and customer service.
Management of Large Claims
- Review and manage large and complex claims ensuring they are handled appropriately.
- Coordinate with legal finance and other departments as necessary for large claim resolutions.
- Develop strategies and action plans for managing large claims including negotiation with claimants and other parties.
Claims Reserving
- Oversee and ensure accurate estimation of claims reserves to ensure financial stability.
- Periodically review and adjust claims reserves to reflect changes in claims development.
- Work closely with finance and actuarial teams to align reserving practices with companys financial objectives and regulatory requirements.
Assistance Cases Management
- Lead the team managing Australia assistance cases ensuring prompt response and effective case handling.
- Collaborate closely with the regional medical team and local assistance management to ensure appropriate execution of cases balancing patient well-being with the companys interest.
- Coordinate with healthcare providers emergency services and international entities to ensure seamless case handling.
- Take all necessary actions to uphold the interest of the patient while simultaneously safeguarding the companys reputation and resources.
- Implement guidelines and training for the team to ensure consistent top-tier client assistance and support.
- Continuous monitor assistance cases ensuring alignment with company protocols and clients expectations.
Reporting Operational satisfaction and performance
- Manage and communicate regular reports on claims metrics large claims and reserving to senior management and relevant committees.
- Ensure compliance with all Australian regulatory reporting requirements related to claims.
- Identify opportunities for process improvement and automation within the operations workflow to streamline processes reduce errors and enhance productivity.
- Analyze performance metrics to identify trends and areas for improvement.
- Identify opportunities for process improvement and automation within the operations workflow to streamline processes reduce errors and enhance productivity.
Team Leadership
- Establish and organizational structure that is conducive to the delivery of business objectives.
- Provide leadership guidance and management to the employees ensuring high performance and achievement of KPIs and targets.
- Ensure high levels of retention and engagement among the employees promoting and representing the company as a preferred employer in the country (as measured by Scope scores in the entity)
JOB REQUIREMENTS & QUALIFICATIONS
- At least 10 years of experience in Travel Insurance Operations out of which at least 5 years spent in managerial role.
- Proven knowledge in Operations and exposure of managing a large team is preferred.
- Experience in an international/multinational environment preferred.
- Proven experience working in a high demand and complex environment.
Leadership Attributes:
- Team player: ability to think outside the perimeter
- Agility: at ease with change complexity matrix and multiculture environments
- Networking: strong ability to manage internal and external relationships
- Ability to communicate strategic vision to diverse range of people and cultures.
- Proven experience in insurance operations a strong leadership background and a passion for delivering outstanding results.
- Entrepreneurship mindset (courage/risk taking/resilience: capacity and willingness to develop organize and manage a business a business with any of its risks.
- Strong result orientation is required.
- Strategic and innovative thinking: capability to quickly understand and build a strategy with an innovative vision and customer focus.
- Team building and team leadership: recognized as an inspirational leader people development & empowerment oriented team spirit.
- Demonstrate positive mindset in all situations.
- Self-awareness: ability to challenge himself/herself seek and give feedback
- Integrity: display high level of integrity and role model values
Employment Type
Full Time
Key Skills
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