Emergency Assistance Team Leader

4 months ago

Toronto, Canada World Travel Protection Full time

**Are you ready for an adventure in Travel Assistance?**

At World Travel Protection (WTP), protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens while travelling.

Our extensive experience in global travel risk management positions us as the go-to-choice for travellers worldwide. Trusted by globetrotters, corporate risk managers, and organizations around the world, we specialise in preparing travellers for potential threats and offering assistance when they need it most.

WTP is part of Cover-More Group, the third largest provider of travel insurance and assistance in the world, operating in 16 countries across five continents from New Zealand to the USA. WTP & Cover-More Group are a subsidiary of Zurich Insurance. WTP operates in a niche space within Zurich and Cover-More Group, providing Travel Risk Management services on behalf of our clients to travellers worldwide.

**So, what’s our mission?**

Protecting travellers - and supporting those responsible for their safety - is our business.

We operate 24 hours a day, seven days a week from our 3 operation centres in Australia, Canada, and the UK, responding to the cries for help we receive from travellers across the globe.

**So, what’s the job?**

Our Assistance Case Managers are responsible for providing our customers with the after care and logístical problem solving support they need when something goes wrong in their travels. High-performing, empathetic and multilingual, our Case Managers are great at what they do: bringing travellers home safe, or helping them continue on with their travels as needed. In this role:

- You’ll lead a team of Case Managers to meet operational performance and development objectives and lead the team to contribute to business growth and success.
- You’ll set performance and behavioural expectations with team members and provide feedback and coaching to improve metrics relating to attendance, adherence, and customer experience.
- You’ll be the escalation point for your team, providing direction to case managers and the customer to enable resolution where required.
- You’ll identify areas of professional development for your team members, providing mentoring and guidance to develop in their roles and to support their career development.
- You’ll lead your team to ensure the best possible service for our customers, and keep them motivated during times of uncertainty and change.
- You’ll conduct call quality audits and case reviews and provide coaching sessions on areas identified for improvement.
- You’ll ensure that all confidential information is handled in accordance with Company protocols and procedures.

**And what are we looking for?**

We are looking for team members who have a genuine desire to help people and save lives.
- You’ll have experience leading a team in a customer service context
- You’ll be passionate about developing and leading a high performing team that embodies our values and behaviours in all customer and colleague interactions
- You’ll have well-developed interpersonal and communication skills to build and maintain effective relationships with your staff
- You’ll have experience building relationships with colleagues and influencing and collaborating across all levels of a business
- You’ll be passionate about continuous improvement and have the ability to lead and manage change within a team
- You’ll have highly developed critical thinking and problem-solving skills and the capacity to prioritise and manage complex cases
- You’ll be passionate about creating a team culture of collaboration, engagement and commitment to customer service and care
- You’ll be bilingual, ideally in French & English.
- You’ll need to be available to work four 10-hour shifts per week, across a 7-day rotating roster between the hours of 7am - 10pm with occasional overnight shifts.

**So, why choose us?**

We value optimism, caring, togetherness, reliability and determination.

We have more than 1500 employees worldwide: we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.

**Career growth.** This is an extremely exciting time for us at World Travel Protection, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.

**Take the time you need, for you and your community. **We encourage you to take the time you need, when you need it. We offer regular vacation leave (everyone starts with 4 weeks), along with 5

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