Senior Operations Manager

Generali Global Assistance•Pembroke Pines, FL

22d•Hybrid

About The Position

Embark on a Journey That Makes a Difference. At Generali Global Assistance (GGA), every day is an opportunity to help people explore the world with confidence. Were not just in the business of protectionwere in the business of adventure and peace of mind. Whether its a backpacker trekking through the Andes, a family cruising the Mediterranean, or a solo traveler chasing the Northern Lights, were there to ensure their journey is safe and supported. From assisting with emergency medical claims to guiding customers through trip disruptions or ID theft, your work helps turn travel challenges into stories of resilience. Set Sail on a Career Path to Success. Our teams value curiosity and collaboration while priding ourselves on fostering a welcoming and inclusive atmosphere for our employees. Elevate your journey through our internal programs, including: Diversity, Equity, and Inclusion (DEI) Committee Career pathing and Individual Development Plans Internal training and intern opportunities Women in Business Mentorship Program Employee awards and recognition Education and professional development assistance program Passport to Perks Includes: 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) Your Role on the Expedition: 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. Chart Your Course: 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
This position is only open to experience levels of supervisor and above

Nice To Haves

Multilingual with excellent English language skills preferred
Bachelors Degree in Management and Organizational Development or equivalent work experience

Responsibilities

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

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)