Join our team as the Regional Head of Travel Operations – Europe, where you'll play a crucial role in enhancing travel insurance services across the region. Reporting directly to the Global Head of Travel Operations, you will lead and inspire a dedicated team to achieve exceptional operational outcomes and elevate customer satisfaction.
In this dynamic role, you will craft and implement both short-term and long-term strategic plans that align with our corporate vision. Your innovative approach will drive change management initiatives, enhance operational efficiencies, and ensure we maintain our competitive edge while consistently delivering superior customer service.
As a pivotal figure, you will collaborate with senior executives across various divisions, both internally and externally, to deliver exceptional service and foster strong partnerships.
What you do
- Assist in the development and execution of the Travel Operations strategy especially within assigned region.
- Lead the day-to-day operations in the region and ensure efficient delivery of travel insurance services, while aligning with the overall LOB goals and objectives.
- Deliver on established key performance indicators to ensure the region achieves targets set for budget, service delivery, customer experience, and efficiency within the region.
- Generate and analyze reports on operational performance and efficiency, providing regular updates to senior management.
- Collaborate with the leadership team of Travel Operations and contribute positively to the overall success of Operations.
- Execute the optimal travel insurance process across the region.
- Manage the day-to-day process and operation and ensure delivery of the 5-star customer rating.
- Champion the established operating model that includes increasing offshoring/nearshoring and regionalization, resulting in a more streamlined efficient organization.
- Implement group standards & policies related to operations setup, steering & processes.
- Foster collaboration across units, and streamline platform processes of in/outbound call center & claims activities.
- Support the development of digital tools and digital roadmap by providing subject matter expertise, training, and change management within the operations team.
- Responsible for preparing and managing the operating budget in the region.
- Implement quality control measures to ensure accuracy and quality of all travel processes, complaint handling, and fraud control.
- Ensure that the travel insurance operations comply with all relevant international and local regulations, working with legal and compliance teams to stay up to date on evolving laws.
- Develop teams and leaders, providing coaching on growth and career planning to aid succession management and building of talent bench. Support analysis and improvement of the AES results and drive actions that will improve the employee experience.
- Set the strategy for travel claims process to ensure efficient and fair claims handling for policyholders. Prioritize customer satisfaction and address customer inquiries, concerns, and feedback to enhance the overall customer experience.
- Stay up to date with global travel trends, customer preferences, and regulatory changes to ensure the company's operations remain competitive, compliant, and customer focused.
What you bring
- 10+ years of experience in running claim, operations or similar function.
- Proven experience in a senior leadership role within assistance operations, managing call centers and back-office activities.
- Hands-on experience in managing large complex operations.
- Excellent communication and interpersonal abilities, comfortable interacting with Top management.
- Ability to think strategically forward in a 3-5 year time span and be able to develop strategies and plans to meet future-facing goals.
- Strong collaboration/partnership skills. Proven ability to work with a variety of different personalities and to maintain a high level of professionalism, discretion, and confidence at all times and in all situations. Must be able to maintain composure in difficult circumstances.
- Strong communication and change management skills. Able to present information to a variety of individuals in a clear and concise manner, at all levels of the organization.
- Experience working in a matrix environment preferred.
- Very good understanding of industry, processes, and structures.
- Understanding of financials and different regulatory environments.
What we offer
Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey. We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is a key priority for us. This is why we build Work Well programs to provide you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.
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