Head of Medical and Security Assistance, Middle East Region

We are seeking a dynamic Head of Medical and Security Assistance to lead our Dubai Assistance Centre. In this role, you will drive the development, performance, and change management of people, processes, and tools across our assistance and response services delivery programs in the Middle East Region. You will ensure alignment with the Global Assistance platform to delight customers, ensure profitability, and support the business lines commercial agendas for the region.

Key Responsibilities:

• Provide leadership and direction to direct reports in the Dubai Assistance Centre, driving the overall performance and culture of the Assistance Centre in partnership with the functional leads (Security, Operations and Medical).
• To attract, recruit, induct, train, develop, motivate, and retain all staff related to the delivery of services in the Dubai Assistance Centre. In particular maintain the required functional level of staffing across all staff categories, maximise levels of staff experience and minimise staff turnover.
• To provide functional expertise to sales and marketing with Intl.SOS business & product development, renewals and service recovery. Work with sales management to support new Assistance Services programs; Co-ordinate with global stakeholders on implementation of new products and operational teams
• Support the MER commercial teams in business development opportunities by attending client QBR's, Client meetings, AC tour experiences and other client / prospect direct engagements.
• Operational process owner for client needs ensuring requirements are appropriately translated into our delivery systems (e.g. MTP/MERP, Ops procedures, SFDC) and work with functional leads (Medical Director, Security Director, Director of Assistance Operations, Client Services Director) to ensure client requirements are effectively translated
• Drive and Support operational delivery requirements for MedSite Respond across the region
• Ensure in conjunction with the Sales and Account Management, that contracts terms and conditions are thoroughly reviewed and within scope of delivery capability and submitted in a timely manner, are in line with corporate guidelines and contractual and/or legal requirements.
• Ensure the fulfilment of client specific SLAs, for both internal and external stakeholders, ensuring the most cost effective and efficient means possible for the tracking of client KPI's.
• Performance and administration management of the Dubai site operational staff.
• To ensure that the Assistance Centre scheduling tools are optimally structured, managed, administered in line with agreed staffing model. Ensure that we are adapting capacity to business needs across operations, medical and security teams
• 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
• Ensuring G&A costs are controlled without compromising optimum quality of service delivery.
• Ensure the Dubai Assistance Centre service delivery standards are met and monitored as expanded services are delivered through Philadelphia and other supporting Assistance Centres platforms.
• Provide insight into the key drivers of operational billings and implement agreed plans of action.
• Ensure customer service levels and satisfaction including the effective resolution of client complaints through root cause analysis and implementation of resulting solutions such that customer commitments are delivered.
• Implement policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes.
• 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.
• Ensure best practice sharing and management of Quality Management systems and initiatives and Audits e.g. ACS (Incorporating ISO requirements)
• Promote and adhere to Group policies and procedures.
• Be responsible for the Business and/or Project Management of change projects for the Assistance Centre and wider regional initiatives. Play a key role for leading the change
• Drive business continuity and disaster recovery plans across the Assistance Centre operation through ensuring regularly scheduled Disaster Recovery and Business Continuity Plan testing in compliance with AC standard.
• Undertake role of Crisis Management Team Coordinator for Dubai crisis mobilization, supporting the GM MER
• Continuous development of the Intl.SOS provider network, in coordination with Network Services colleagues, through strategic management of global partners ensuring the coverage, maintenance and commercial value of the provider network meets changing business needs.
• Ensure the effective development and implementation of global tools and processes, fit for local needs.
• Maintain all client information which may be encountered either directly or indirectly while in the performance of the job in strict confidence in accordance with HIPAA, GDPR and/or any other pertinent confidentiality regulations.
• Promotion of and adherence to Intl.SOS Group policies and procedures
• Contribute to the overall direction and success of the ME Region as part of the MER ExCo

Required Work Experience

• Expert in Team Leadership, management and development, with a proven track record of building collaborative high performing teams.
• A minimum of 10 years leadership experience, ideally in a global matrixed organisation
• A track record of success operating in the Middle East region, with a clear understanding the cultural and market sensitivities required to operate across the region
• Experience in a management role of an operational department in the health, security, hospitality, and travel and/or aviation industry.
• Worked in an operational environment driven by quality standards, policies and procedures
• Experience with implementing change and monitor effectiveness within a group/operations
• Team and individual motivation
• Experience in setting operational objectives for their teams
• Experience working to agreed global standards and practices
• Proven ability to resolve issues, providing new solutions
• Able to drive implementation of the agreed objectives
• Ideally experience in the business with a good understanding of Intl.SOS operations and products/services
• Proven experience contributing to the development of programs, products /services
• Able to show a deep understanding of the clients requirements and their expectations
• Delivers to agreed objectives (6-12 month time span) and operational standards/requirements

Required Qualifications

• Educated to Degree Level Qualification

Required Languages

• Excellent Written and Spoken English.
• Arabic an advantage