Operations Manager

7 months ago

Toronto, Canada Zurich Insurance Full time

Job Summary**World Travel Protection Canada Inc. (WTP- a division of Zurich Canada Holdings)** is a unique and specialised service provider with over 25 years of diverse industry experience including emergency medical, travel security, travel assistance services and solutions to clients all over the globe. We offer emergency assistance services 24/7/365 with highly trained personnel including medically qualified staff (doctors & nurses) and medical case management as well as logistics specialists. WTP provides full spectrum of Third-Party Administration (TPA) services including claims management for the travel insurance industry. Over the years WTP has earned the reputation of a quality service provider. Thus, the name WTP has become synonymous with quality and dependability.- JOB SUMMARY- This role is responsible for providing day to day operational management within the Assistance department and oversight of the assistance platform, in line with contractual commitments. The Operations Manager will lead a focused team within a culture of best practice, through dedicated continuous improvement to enable a customer first approach.
- A bit about the job:
- The operational performance of the Assistance platform for Canada in line with Business performance SLA’s
- Oversight and ultimate responsibility for workforce planning (non-clinical staff), including forecasting, rostering, and resourcing.
- Effective strategic financial management, including budgeting, accurate forecasting and operational efficiency, and financial management reporting as required.
- Ensuring the efficiency of department non-clinical processes and procedures to enhance and sustain the department’s productivity.
- Team performance; leadership, productivity, achievement of KPI’s, behaviour and role expectations, compliance, and general operational performance
- Non-clinical complaint management, including investigation, review of response drafts, stakeholder management as relevant and support for internal root cause analysis and resolution.
- All technical cases, across all client groups including case direction, customer service and case outcomes.
- All non-clinical protocol and processes; development, revisions and implementation supported by the Learning & development team.
- Non-clinical related business risk management (in consultation with the Quality and Risk and Manager) including ticket controls as allocated.
- Support for the management of the business telephony platform in consultation with the telephony specialist and workforce planner
- A bit about you:
**Required**:

- Bachelors Degree and 7 or more years of experience in the Operations area

OR- High School Diploma or Equivalent and 9 or more years of experience in the Operations area

OR- Zurich Certified Insurance Apprentice including an Associate Degree and 7 or more years of experience in the Operations area

AND- People management experience

**Preferred**:

- At least 3 years Travel Insurance or Travel Assistance experience is required
- At least 3 years of experience in a management position
- Proven strong leadership skills
- High level of critical thinking and problem solving skills
- Ability to deal with clients and providers at all levels and translate client needs it high level professional operational service delivery
- High level of coordination and organisational skills in a customer focused environment
- A demonstrated ability to work proactively with staff to constantly identify areas for improvement within the operations and the organisation a a whole.
- Previous experience in managing a travel assistance platform or similiar
- Why pick us?- There’s no one size fits all option when it comes to flexibility. It looks to us the same as it does to you so let us know how we can accommodate you.
- We’ll help you keep travelling in your career, oh and quite literally with free travel insurance for you and your partner
- We’ll provide you with supportive management who have your back and want you to succeed
- We’ll support you to grow with unlimited learning opportunities

We respect who you are and thoroughly embrace diversity, so whatever walk of life you wander, you do you and come as you are we’ve got you

A future with Zurich

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. We are a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, Zurich strives to provide ongoing career development opportun

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