Fresh Vacancies at Collinson

Role purpose:

• To lead and manage a small team in the provision of a market leading assistance service, providing the best possible service to clients, Underwriters and other external partners. To manage and develop the assistance team ensuring consistent delivery of excellent case management.
• To help deliver the expected level of service ensuring all KPI’s and SLA’s are met.
• Manage complex cases, develop and coach the junior members of staff through  people management and operational excellence.

Key Responsibilities include:

People management:

• Coach and develop new and existing staff to ensure the ability to meet high technical and service standards
• Resolve technical Issues escalated by team members
• Delegate tasks and projects appropriately
• Motivate and lead a team successfully to achieve set KPIS.
• Manage performance both individually and team
• Conduct appraisals and create structured training and development in conjunction with the HR team.

Operational :

• Manage the allocation and flow of work within the team, between teams, and across departments
• Plan and schedule shifts to ensure required level of cover at all times
• Continuously review systems, processes and procedures and champion continual improvement
• Produce monthly reports and analysis from Assistance System (eventually)

Key Skills and experience needed:

• The successful candidate  will need to be an excellent communicator, with a high degree of listening skill.  They will have the  proven ability to build positive relationships quickly and motivate and manage a high performing team in a customer focused environment.  The role holder will also need to able to easily and effectively communicate with all levels in the organisation.   

Other skills & experience include:

• Previous experience as a CS Team Lead or Senior Claims/Customer service executive.
• Performance driven and able to manage targets
• Builds strong inter-team relationships and is supportive of junior team members.
• Good verbal and numeric skills.
• Exceptional customer service skills - quickly able to establish rapport with customers.
• Strong mentor and is supportive in developing skills of more junior members of staff.
• Excellent negotiation skills with the ability to resolve disputes / solve problems.
• PC skills - Word (essential), Outlook (essential), Excel (essential).
• Good understanding of the Healthcare/Insurance market ( ideal)
• Demonstrate strong technical understanding of medical assistance protocols, processes and procedures (ideal)
• Experience in mentoring and developing more junior members of a team.

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Purpose of the Job: 

We are seeking a Director of Commercial Operations to support our Chief Commercial Officer (CCO) in executing our commercial objectives and driving organisational effectiveness. This key role will require business acumen and the ability to navigate complex challenges in a fast-paced environment.

You are an energetic individual who loves a challenge, is very comfortable rolling up your sleeves and enjoys opportunities to develop by stepping outside your comfort zone.

Key Responsibilities

Best Practice

• Supporting the CCO to drive commercial best practice and discipline into the business.     

Commercial Execution  

• Working closely with CCO and team to support the seamless execution of goals and initiatives.      

Executive Reporting, Tracking & Scheduling 

• Working closely with CCO to track progress against commercial objectives, maintaining dashboards, our One Page Strategic Plan, and our 120 day plan      
• Provide high-level support, including prioritisation of commitments, handling confidential information with discretion and working with CCO’s EA to ensure top priorities are being given focus in the schedule.  

Communication

• Facilitating effective communication and coordination across the commercial organisation, ensuring clarity and alignment on strategic initiatives, projects, and priorities will be a key part of the role. 

Client Insight 

• Conduct research, data analysis, and gather market intelligence to globally track and maintain client insights.  So that we better understand our clients and their businesses. 

Presentations

• To support the preparation of various commercial presentations.  Preparing and delivering high-quality reports, executive summaries, and pre-briefings for me.  

Cross-Functional Collaboration

• Foster collaboration and strong relationships with key stakeholders across departments, including Sales, Marketing, Business Solutions, Product & Innovation, and Finance, to support the CCO on integrated commercial strategies.

Operational Efficiency

• Identify and drive operational efficiencies within the commercial function, streamlining systems, processes, and improving productivity.

Project Management

• Lead and manage strategic projects and initiatives on behalf of the CCO, overseeing project plans, milestones, and deliverables to ensure timely execution.

Change Management

• Support the CCO in driving organisational change initiatives from time to time, ensuring effective change management processes, and fostering a culture of continuous improvement. 

Who Are We Looking For: 

• Bachelor's degree in Business Administration, Finance, or a related field.
• Some commercial experience, such as a commercial manager, strategy manager, or business operations manager.
• Strong business acumen and strategic thinking, with the ability to align business objectives and execute plans effectively.
• Exceptional interpersonal and communication skills, with the ability to build relationships and influence stakeholders at all levels of the organization.
• Demonstrated project management skills, with the ability to lead complex initiatives and deliver results within specified timelines.
• Detail oriented
• Analytical mindset and proficiency in data analysis, with the ability to translate data into actionable insights – understanding that data is not valuable without the “so what?”.
• Strong excel and powerpoint skills. SalesForce familiarity would be an asset.
• High level of integrity, discretion, and professionalism in handling sensitive and confidential information.
• Ability to thrive in a fast-paced, dynamic environment, adapting to changing priorities and managing multiple tasks simultaneously.
• Excellent problem-solving skills, with a proactive and solution-oriented approach to challenges.
• Experience in managing within the challenges of a global business where peers are distributed globally and on any given day the CCO could be anywhere in the world - A comfort with and awareness of time zone complexity.
• Experience in the loyalty, benefits, or customer engagement industry is a plus.

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Main Responsibilities

• Opening all emailed cases and escalating to operations if further management required.
• Delivering an efficient and professional service for all cases following the correct procedures
• Effective maintenance and use of the call handling system.
• Verification of travel insurance policies including medical declarations, recording and escalating as necessary.
• Referring cases outside own level of authority upwards following the correct escalation process.
• Delivering against agreed service standards by maintaining high levels of incident maintenance, which includes accurate estimations of costs.
• Adhere to set procedures at all times keeping fully aware of ALL schemes handled.
• Directing first calls appropriately to insurance, claims handler or operations.
• Keeping up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and information.
• Identify the nature of the client’s problem through effective questioning and listening.
• Processing and analysing information in order to diagnose problems and asses the needs of the client.
• Where applicable, referring clients to the main Operations Team, Team Managers or Operation Managers for further support.
• Alternatively providing suitable information and direction to clients to help resolve their problem.
• Accurately maintaining the information recorded on the case handling system.
• Handling and resolving customer complaints in a manner which maximises customer satisfaction, escalating where necessary.
• Delivering the service to agreed service levels and quality standards.
• Sharing experience, knowledge and expertise with colleagues to ensure the best service is delivered at all times.
• Participating in and completing any other duties as appropriate and as required.

Job Requirement (Person Spec)

• Decision maker 
• Effective time manager and a person who can prioritize 
• Excellent communication skills – both verbal and written 
• Can do will do attitude. 
• Focused behavioural style compatible to the Collinson business ethos 
• Ability to take ownership of problems and resolve them 

Job Requirement (Skill Set)

• Medical Assistance or Insurance experience (ideal)
• Proven experience in a Claims/Customer service role (Phone based)
• Fluency in a second European language an asset but not essential 

Key Contacts

• Medical Operations Team 
• Team Managers 
• Cost Containment Team 
• Internal and External customers 

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Purpose of the job

In this role, you will play a pivotal role in the creation of the dashboarding and KPI reporting used within Global Operations. Supporting operational efficiency and excellence across consumer, client, partner, and finance departments. You will leverage your data analysis skills and strategic thinking tdrive improvement initiatives, ensure data integrity, and inform strategic decision-making within the team.

Key Responsibilities

Master data management:

• Lead and oversee the establishment and maintenance of accurate and consistent master data across all operational departments.
• Define and implement data governance policies and procedures.
• Identify and resolve data quality issues, ensuring data integrity and consistency.

Data Development:

• Create, maintain and support ETL (Extract, Transform and Load) from operational systems such as FreshDesk, AWS Connect, etc. intcentral SQL Server repository tthen be used in operational reporting.

Data visualization:

• Develop and utilize data visualizations tcommunicate complex operational data and insights tstakeholders.
• Translate data intactionable insights tidentify trends, root causes of issues, and opportunities for improvement.
• Create dashboards and reports tmonitor key performance indicators (KPIs) and track progress towards goals.

Strategic thinking:

• Analyze operational data tidentify areas for improvement, cost reduction, and process optimization.
• Collaborate with cross-functional teams timplement operational improvement initiatives.

Additional responsibilities:

• Support the development and implementation of operational excellence initiatives.
• Track and measure the impact of improvement initiatives.
• Maintain strong relationships with internal and external stakeholders.

Knowledge, skills and experience required

Qualifications:

• Bachelor's degree in Business Administration, Data Science, Statistics, or a related field.
• Demonstrable of experience in a data analysis.
• Strong analytical and problem-solving skills, with a demonstrated ability tidentify trends and root causes from data.
• Excellent communication and presentation skills, with the ability tcommunicate complex data insights tboth technical and non-technical audiences.
• Experience in Python development and SSIS
• Proficient in data analysis tools such as Microsoft SQL Server, Excel, Power BI and/or Tableau.
• Experience with master data management principles and practices is a plus.
• Understanding of the travel perks industry is a benefit.
• Strong teamwork and collaboration skills.