Operations Manager (Contact Center - Healthcare)

Role Purpose

Lead the delivery and coordination of medical, security, and travel assistance services for clients. Ensure high-quality, cost-effective case management aligned with policy coverage while collaborating with global operations, medical teams, and service providers.

Key Responsibilities

Operations & Service Delivery

• Oversee end-to-end assistance services delivery across the platform


• Provide case management direction and ensure quality assurance


• Act as escalation point for complex cases and operational issues


• Ensure cost-effective solutions and adherence to standard operating procedures


• Maintain high customer service standards

Team Leadership

• Lead, coach, and develop Operations Coordinators


• Manage staffing, recruitment, performance, and retention


• Ensure effective communication between operations and medical teams


• Support a 24/7 operational environment (including on-call duties)

Performance & Quality

• Monitor KPIs (e.g., service quality, NPS, operational metrics)


• Drive service recovery and continuous improvement initiatives


• Handle complaints, escalations, and root cause analysis


• Ensure accuracy of data for case management, billing, and reporting


• Implement training and quality assurance processes

Skills & Competencies

• Strong leadership and decision-making ability


• Excellent planning, organization, and problem-solving skills


• Ability to work under pressure in a fast-paced environment


• Strong stakeholder management and communication skills


• Customer-focused with a results-driven mindset

Experience & Qualifications

• ~5 years’ experience in operations (healthcare, logistics, or similar)


• Experience managing teams in a 24/7 environment


• On-call operational experience preferred


• Tertiary qualification preferred

Languages

• Fluent English (required)


• Additional languages (e.g., Arabic, Russian) are an advantage