Assistance Centre Manager

A. Overall Purpose Of The Job

The Assistance Centre Manager (AC Manager) supports the Head of Assistance in the strategic planning and execution of all programs and services under the Delhi Assistance Centre Operations in the India. The emphasis of the role is on people management, customer care, quality management, workforce planning, recruitment, reporting, coaching and training. The AC Manager executes the vision for the operation ensuring the Assistance Centre teams meet customers and organizational needs. The successful AC Manager is continually engaged in leading and inspiring the teams in developing and documenting best practices in the performance of all duties and responsibilities as well as managing the interface amongst various departments in support of the teams in the Assistance Centers across the globe and ensuring meeting KPI’s and project targets.

B. Key Responsibilities

People Management

• Develop and maintain an effective organization through responsibility with resourcing, recruiting, training, coaching, recognition, review of workforce status, performance management, delineation of duties and responsibilities, supervision and contracting.
• Be responsible in ensuring individual objectives are in place for all positions and reporting of individual & departmental performance across the platforms with active POA in place.
• Attend to staff related discussions with the functional manager and / or HR as it relates to performance, behavioral concerns, complaints and attending to challenging discussions as required.
• Monitors staff attendance, resources and return to work process. Ensures right staffing is in place to support the operational needs and prevent quality concerns related to staffing issues.
• Responsible to attend employee HR hearing on staff benefits and compensations concerns and facilitates resolution through coordination with HR and relevant stakeholders depending on the situation.
• Supports coordination of secondment for staff through ensuring complete travel requirements are available, travel and budget approval are secured, and appropriate recharge to paymaster is coordinated.
• Ensure training needs are addressed and training plans are implemented to support, new learning, quality concerns, performance gaps and support individual development. Review training cost request versus BU and facilitate approval. Ensure the necessary coordination with local stakeholders for group training that involves other departments.

Quality

Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development, manages metrics, ensuring customer satisfaction, and reporting statistical performance levels related to the Assistance Center.

• Ensure the effectiveness of the assistance centre operations roster, monitor and develop operational metrics to ensure customer service levels and satisfaction.
• Lead the regular review, maintenance and testing of the Business Continuity Plan in the Assistance Center. Reports findings to HOA/GM Ops and share recommendations to address the gaps in the findings.

Client Deliverables

1. Champion client needs in partnership with each Assistance Centre function.
2. Operational process owner for client needs ensuring requirements is appropriately translated into our delivery systems (e.g. MERP, Ops procedures, SFDC, Billing Procedure) and work with functional leads (Medical Director, Security Director, Director of Assistance, Client Services Director) to ensure client requirements are effectively translated
3. Ensure the fulfillment of client specific SLA’s, for both internal and external stakeholders, ensuring the most cost effective and efficient means possible for the tracking of Client KPI’s.
4. Support AC, MS and Sales and Marketing with business and product development, renewals, and service recovery during acquisition of new clients to ensure clear delivery processes to meet SLA & contract deliverables.
5. Manage and develop clients and co-worker relationships and ensure professional and seamless service delivery of our contracted services to our clients.

• Support Sales and Marketing team, Country and operational cluster General Manager in providing activity reports of clients operating in their respective remits and contribute to the elaboration of the quarterly or yearly client’s business reviews.
• Plan and facilitate client visits, site review and assistance centre tours. Ensure all TV screens are functioning with relevant presentations on the screen.

Business Deliverables / Assistance Support

Cooperate and work closely with the Group Medical & Security Assistance Services team to ensure operational policies and standards, regional and corporate directives, projects, and initiatives are effectively implemented within the Assistance Centres.

• Supports the Head of Assistance to ensure that the Assistance Centre is productive, efficient, and cost effective in all its operations.
• Ensure that Assistance Centre data (i.e. activity and business trends, project proposals, budget, etc.) is consolidated as necessary, and that all relevant reports are completed and reported accurately, in a timely manner.
• Ensure International SOS client MSBL and MSAS deliverables are understood and well-integrated into the Assistance Centre delivery teams processes and procedures.
• Ensure that the complete, end to end customer experience is managed in line with International SOS best practices and standards of delivery.
• Be Responsible for Assistance Centre Disaster Recovery and Business Continuity plans. Support the review and testing of the DR and BCP on a regular basis with clear plan to mitigate test outcomes. Support the Crisis Management Team as required.

Financial Oversight

Support the administration of annual department budget to attain business goals with operational stability.

Responsible for monitoring of pending payments with network providers, address payment process issues with internal stakeholders, and ensure accuracy and availability of client-specific billing report. This objective will result to early payment collection of Intl.SOS to clients and prevent complaints from network providers.

Support Head of Assistance in the management and control of financial aspects of the Assistance Centres

1. Identification and analysis of data to track the financial performance for Assistance Centre operations
2. Review work tools requirement/ requests, office supplies, staff expense claims management; authorization and approval
3. Review adherence to staff working schedule and authorize the timesheet of each employee.
4. Support Head of Assistance in the development of tactical plans to drive the Operations Billing gross profit performance of Assistance Centres and to take remedial action if required.
5. Developing business case for additional staffing or structural changes when required
6. Develop solution and pricing in relation to assessment of new business and non-standard opportunities.

Other Duties:

• Work with and at other locations in other regions as and when required.
• Spearhead regional projects and initiatives as required.
• Work flexible hours as appropriate to the needs of the post.
• Work with Regional Heads and functional leads of Medical & Security Assistance Services, to drive regional projects and use regional best practices to improve the Assistance platform, Local Projects and Shared Services.
• Report any reportable workplace incidents and assists in logging incidents in Hydra. Support projects and deliverables of OH&S to ensure safety of workforce.
• Any other reasonable duties as requested by the line manager.

C. Job Profile

Required Competencies

• General management experience with strong change management skills
• Quality/business process improvement.
• Customer service delivery.
• Business acumen and analytical skills.
• Proven operational skills, with a strong sense of urgency, and willing to “roll sleeves up”, to get things done.” “Doer” mentality.
• Ability to communicate verbally and in writing with clarity, brevity and accuracy.
• Relationship building and networking skills. Ability to build positive relationships, collaborate and influence effectively within a demanding and culturally very diverse matrix organization.
• International exposure and mindset.
• Comfortable with change and able to thrive in a complex, fast-paced and unstructured work environment. Developing and Inspiring Change management. Adapts to changing circumstances; Adapts interpersonal style to suit different people or situations; Shows respect and sensitivity towards cultural and religious differences; Deals with ambiguity, making positive use of the opportunities it presents.
• Site Leadership presence & experience to influence, guide & support the oversight of Medical and Security teams in India.

Required Work Experience

• Minimum 5 years in a service delivery management role that includes experience in managing team performance, quality, team development and project implementation.
• Experience in managing a 24/7 Contact Centre operation or a customer facing customer service delivery channel - related to health, hospitality, and or travel industry.
• Geographical awareness and cultural sensitivity.
• Experience working in large multinational matrixed management environment.

KPIs

• Financial – regional targets, functional G&A, GOP for Assistance Centre
• Customer – increase utilization, retention, satisfaction, provider/ supplier relationships.
• Business – project goals, operational metrics.
• People – recruitment, development, engagement, enablement, attrition, training and quality.
• Digital - timely completion of projects, presentation of roadmap for SEA Assistance localisation requirements including market needs analysis, full integration into the Group Digital taskforce.

Required Qualifications

• Graduate from a premier university with strong academic achievements. MBA preferred.
• Certificate of Program Compliance or any service quality standards.