General Manager, Operations - Assistance Services

About the role

An exciting opportunity has arisen for a General Manager Medical and
Security Assistance, Middle East role to join our team in the Dubai
Assistance Centre.
The incumbent will lead, coordinate, and drive the development, performance
and change management of people, process and tools across assistance and
response services delivery programs across the Middle East, centered around
the Dubai Assistance Centre in alignment with the wider Global Assistance
platform, to delight customers, ensure profitability and to ensure the
Assistance Centre is well placed to support the business lines ' commercial
agendas for the region.

Key responsibilities

‎1. Provide leadership and direction to reports in the Dubai Assistance Centre
and resources operating remotely as part of the overall regional delivery.

‎2. To attract, recruit, induct, train, develop, motivate, and retain all
staff related to the delivery of services in the Dubai Assistance Centre and
wider region. In particular maintain the required functional level of staffing
across all staff categories, maximize levels of staff experience and minimize
staff turnover.

‎3. To provide functional expertise to sales and marketing with Intl.SOS
business & product development, renewals and service recovery. Work with
sales management in devising ways to facilitate new product offerings across
the business line, Co-ordinate with global stakeholders on implementation of
new products and operational teams.

‎4. Support the commercial teams within the Middle East in business
development opportunities by attending client QBRs, client meetings, AC tour
experiences and other client / prospect direct engagements.

‎5. Ensure a consistent level of quality-of-service delivery to all clients
achieving best in class services in conjunction with pursuing ongoing quality
improvement initiatives.

‎6. Lead and manage the AC fiscal agenda managing overall budget and revenue
performance.

‎7. Ensure Assistance Centre operational performance metrics are continuously
monitored and in partnership with the local assistance operations leadership
team and agree upon continuous improvement strategies to meet or exceed
service levels.

‎8. Undertake role of Crisis Management Team Lead and/or Coordinator for Dubai
crisis mobilization, supporting the GM MER

‎9. Drive business continuity and disaster recovery plans across the
Assistance Centre and remote operations through ensuring regularly scheduled
Disaster Recovery and Business Continuity Plan testing in compliance with AC
standard.

‎10. Contribute to the overall direction and success of the ME Region as part
of the MER ExCo

The successful candidate should have an experience in a senior management role
of an operational department in the health, security, hospitality, and travel
and/or aviation industry and Worked in an operational environment driven by
quality standards, policies and procedures.