Head of Global Operations Medical

The Head of Global Operations - Medical is a senior leadership role with responsibility for advancing Crisis24s global medical operations platform through integrated operational and clinical leadership. Accountable for the safe consistent and commercially effective delivery of medical assistance services across a 24/7 global environment the role oversees medical case management inpatient oversight evacuations repatriation and complex clinical and operational position plays a pivotal role in shaping a world-class medical operations function that is resilient responsive and aligned to the highest standards of clinical governance and service delivery. This role calls for an exceptional medical leader whether a Medical Doctor experienced Registered Nurse or a senior leader in Medical Operations with the leadership capability to inspire multidisciplinary teams drive continuous improvement and work in close partnership with colleagues providers and clients to deliver exceptional outcomes ResponsibilitiesStrategic and Operational LeadershipThe Head of Medical Operations will ensure consistent service delivery sound decision-making and alignment with global operational standards. Their role is to also provide senior oversight of day-to-day medical assistance activity including inpatient cases outpatient reviews medical evacuations repatriations and high-risk are also expected to work with regional counterparts to maintain seamless 24/7 follow-the-sun coverage and effective out-of-hours support. Support operational contingency planning incident response and business continuity activity across the medical operations Leadership and Case OversightProvide clinical leadership to the medical operations teams ensuring high standards of case management patient advocacy and medical decision support. Oversee the review of medical information formation of clinical opinions and escalation of complex or high-risk cases. Guide teams in obtaining and interpreting updates from treating medical providers across multiple healthcare systems and international robust and timely documentation high-quality medical reporting telephonic clinical assessment and disciplined case handling practices. Support the ongoing development of clinical procedures case management protocols and medical best practices across the Leadership and Capability DevelopmentLead coach and develop Medical Managers Case Managers Medical Specialists Clinical Support personnel and operational coordinators as applicable to the operating model. Build a high-performing accountable and collaborative team culture through clear expectations mentoring succession planning and performance recruitment onboarding workforce planning training and professional development to ensure sustainable capability across regions. Monitor workload staffing rosters and on-call arrangements to maintain resilience appropriate coverage and effective team collaboration Quality and ComplianceSet and maintain strong clinical governance and quality assurance standards across medical adherence to global SOPs company policies information security requirements data protection obligations and other relevant regulatory or contractual appropriate review and approval controls for externally issued medical content reports and operational communications. Use audit findings case reviews and post-operation reporting to identify trends manage risk and drive continuous Planning and Business SupportOversee operational platforms call-handling systems workflows and supporting technology used by the medical operations function. Develop and refine operational solutions in line with client requirements service commitments and senior leadership cost awareness and appropriate financial discipline in relation to operational solutions emergency tasking and resource deployment. Partner with Security Facilities IT Commercial and other support functions to enable effective service delivery and office or site leadership requirements where Client and Leadership EngagementRepresent Medical Operations in internal and external forums including client meetings incident reviews audits and cross-functional planning discussions. Provide subject matter expertise to support client relationships prospective opportunities and operational as a senior member of the extended leadership community supporting strategic initiatives service development and continuous improvement across the wider operations and Stakeholder RelationshipsThe Head of Medical Operations works closely with regional and global Medical Operations teams doctors nurses Clinical Support Specialists Security colleagues Commercial and Sales teams Facilities and IT partners and senior leadership across multiple regions. The role acts as a key leadership interface between clinical case management operational delivery and broader business stakeholders to ensure consistent global coverage and high-quality Profile and Personal CharacteristicsA strategically minded and operationally credible leader who can translate complexity into clear priorities coordinated execution and consistent service delivery across a global 24/7 environment. A senior medical professional with highly reliable clinical judgement able to interpret incomplete or evolving information make defensible decisions and set safe escalation pathways in complex medical cases.A collaborative leader who builds trust and alignment across medical and clinical teams security specialists commercial teams and regional stakeholders and who strengthens multidisciplinary partnerships rather than adversarial dynamics.A solutions-focused operator who identifies risk early addresses root causes and drives practical improvement rather than stopping at problem identification.A systems thinker who strengthens processes governance resilience and team capability reducing single-point dependency and creating dependable operating models across regions and time zones.A calm resilient and composed decision-maker who maintains professional judgement prioritization and operational discipline under pressure including during incidents evacuations and high-risk escalations. A leader who demonstrates strong ownership dependable follow-through and accountability for outcomes ensuring that actions are completed to a high standard and that operational continuity is effective people leader who can set expectations give timely and constructive feedback manage performance confidently and create a psychologically safe high-performing culture grounded in accountability and respect.A professionally mature communicator who handles sensitive issues with discretion uses appropriate channels and represents Medical Operations with credibility in senior internal and external forums.A reflective and coachable leader with self-awareness to receive feedback learn quickly and continuously strengthen judgement leadership impact and team individual committed to high standards of member patient and client satisfaction with judgement and professionalism to balance clinical quality operational performance and commercial Experience and Professional RequirementsA Medical Doctor experienced Registered Nurse or senior leader with a strong background in Medical Operations. Where clinically qualified current registration with the relevant professional body is post-qualification clinical or operational experience ideally within critical care acute care medical assistance evacuation medicine or another relevant high-acuity senior leadership experience in medical operations case management clinical leadership or another complex 24/7 service environment. Strong understanding of clinical governance medical case management escalation management and quality ability to lead geographically distributed teams and work effectively across regions time zones and disciplines. Strong written and verbal communication skills including medical report-writing and clear stakeholder awareness and sound operational judgement with the ability to balance client needs clinical risk and service performance. Decisive resilient and solutions-oriented with strong prioritization problem-solving and ownership of working in an international medical assistance or risk management environment is advantageous.