Generali Global Assistance | Travel Insurance · 17 hours ago
Senior Operations Manager
Pembroke Pines, FL
Full-time
Hybrid
Senior Level
5+ years expGenerali Global Assistance (GGA) is dedicated to helping people explore the world with confidence. The Senior Operations Manager is responsible for the day-to-day operations of the Travel Assistance department, ensuring effective assistance services and managing workforce performance within a team of over 30 employees.
Insurance
Hiring Manager
Olivia Blake
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 group’s 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
Qualification
Required
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
Preferred
Multilingual with excellent English language skills preferred
Bachelor's Degree in Management and Organizational Development or equivalent work experience
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)
Company
Generali Global Assistance | Travel Insurance
Generali Global Assistance (formerly CSA Travel Protection) has been a leading provider of travel insurance and assistance services for 30 years.
51-200 employees
Funding
Current Stage
Growth StageRecent News
Los Angeles Times
2024-04-09
Company data provided by crunchbase