Operations Manager
Job insights
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Date posted
06/05/2025
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Closing date
05/06/2025
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Hiring location
Center
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Experience Level
Senior
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Experience
3 - 5 Years
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Remote work option
No
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Expatriate Eligibility
no
Key responsibilities
- Service Delivery Management:
- Oversee the overall service delivery of WorkSafe cases, ensuring compliance with contractual requirements and internal standards.
- Client Relationship Management:
- Build and maintain effective relationships with clients, acting as the primary escalation point for service delivery issues.
- Billing and Financial Management:
- Maintain daily billing schedules, ensure accurate billing, and manage financial aspects related to WorkSafe cases.
- Compliance and Risk Management:
- Address client complaints, conduct investigations, and ensure compliance with corporate requirements and legal standards.
- Quality Control and Process Improvement:
- Implement and monitor quality control checks, metrics, and compliance for reporting and performance standards.
- Team Leadership and Development:
- Lead and manage the operational team, handle employee performance, training, and development, and ensure team alignment with KPIs.
- Stakeholder Coordination:
- Coordinate with internal and external stakeholders to ensure efficient service delivery and address any operational issues.
- Operational Process Management:
- Design, draft, and reengineer operations processes to enhance delivery efficiency and compliance with client contracts.
- IT Systems Management:
- Monitor and manage the use of in-house IT systems and external services to maximize profitability without compromising service standards.
- Health and Safety Compliance:
- Ensure adherence to health and safety procedures, report hazards, and participate in mandatory training and emergency procedures.
Hard skills
Good to know
Goals & Performance Metrics:
Goals
Service Delivery: Ensure efficient handling of WorkSafe cases, meeting client expectations and contractual requirements.
Client Relationships: Build and maintain strong client relationships, acting as the primary escalation point.
Operational Efficiency: Enhance service delivery processes and ensure compliance with client contracts.
Team Leadership: Develop a high-performance team aligned with company values.
Quality Assurance: Implement and monitor quality control checks and metrics.
Performance Metrics
KPIs: Meet or exceed defined service delivery KPIs.
Client Satisfaction: Achieve high client satisfaction scores.
Billing Accuracy: Maintain accurate and timely billing with minimal queries.
Compliance: Ensure adherence to corporate requirements and legal standards.
Team Performance: Regularly evaluate and improve team performance.
N+1 Management Style:
The Operations Manager's management style is collaborative, client-centric, and results-driven. They foster team spirit, encourage open communication, and build strong client relationships. They focus on operational efficiency, strategic planning, and quality assurance, while providing direct feedback and delegating tasks effectively to ensure high performance and compliance.
Career Progression Opportunities:
Career progression for an Operations Manager at International SOS includes advancing to senior management roles such as Senior Operations Manager, Regional Head of Operations, or Director of Operations. Opportunities also exist in specialized areas like quality assurance, client relationship management, and strategic planning, enhancing leadership and operational expertise.
Benefits & Culture:
International SOS Mauritius offers a supportive and inclusive work environment, emphasizing employee well-being and professional growth. Benefits include health and safety training, career development opportunities, and international travel. The culture is driven by values of passion, expertise, respect, and care, fostering teamwork and a results-oriented mindset.
Candidate Selection Criteria:
Candidate selection criteria for the Operations Manager at International SOS Assistance Centre include a minimum of five years of operational experience, strong client relationship management, excellent communication and negotiation skills, proficiency in IT and financial models, problem-solving abilities, and alignment with company values of passion, expertise, respect, and care.
Work condition:
At International SOS Mauritius, employees work in a supportive and inclusive environment, with a focus on health and safety. The company offers flexible and extended hours as needed, mandatory training, and opportunities for international travel. The culture emphasizes teamwork, respect, and a commitment to saving and protecting lives.
Message from your future manager N+1:
Join International SOS as an Operations Manager to lead a dynamic team in a globally recognized company dedicated to saving lives. You'll enjoy career growth, international travel, and a supportive work environment that values passion, expertise, respect, and care. Make a meaningful impact every day!
Interested in this job?.
30 days left to apply