Head of Service Delivery, Croydon

International SOS; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Private healthcare

Dental

Pension contributions

Hybrid working in Croydon

Job summary

International SOS in the United Kingdom is seeking a Head of Service Delivery to lead the operations that support the A&H Business Travel policy beneficiaries. You will ensure the right mix of medical and operational professionals are on shift and aligned with client SOPs.

You will manage recruitment, training, and performance, act as escalation point for billing and operational issues, and drive service quality across the platform while maintaining a strong focus on customer service and cost

Qualifications

• Minimum 5 years in a management leadership role.
• Bachelors in Business Admin / Healthcare Management or equivalent preferred.
• Experience with Call Centre Management is a plus.
• Excellent English, both written and spoken.
• Healthcare insurance knowledge desirable.
• Ability to coach and mentor staff.

Responsibilities

• Oversee delivery of services across the platform with trained professionals on shift.
• Lead operations specialists to meet operational, financial and commercial goals.
• Maintain SOPs and ensure adherence across teams.
• Escalate issues and manage client-related operational problems.
• Oversee staff recruitment, training and performance reviews.
• Monitor KPI and quality deliverables and report progress.

Skills

Leadership

Customer service

Communication

Coaching

Decision making

CRM knowledge

Geography knowledge

Education

Bachelor's in Business Admin

Tools

CRM software

Call centre software

Microsoft Office

Outlook

Case management software

Job description

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.

Now, we’re looking for talented individuals to join our team and make a difference.

The Head of Service Delivery ensures resources are in place to deliver on assistance requests originating from the beneficiaries of A&H Business Travel policies. Working with Operations Managers, Operations and the Medical Team, and the Intl.SOS Assistance and Aspire Lifestyles Centers, you will oversee the delivery of high-quality service, through cost-effective case management aligned with the beneficiaries contracted insurance policy.

Responsibilities:

• Ensure delivery of the range of assistance services across the platform by ensuring appropriate levels of well-trained medical and operational professionals are employed and on shift in accordance with operational requirements.
• Ensure that service delivery is reflective of the SOP’s agreed between A&H and the client team.
• Serve as the ultimate escalation point for assistance cases and client related operational issues.
• Act as the primary point of engagement on operational and claims matters.
• Provide leadership to the team of existing and new Operations Specialists to achieve the operational, financial and commercial objectives.
• Ensure the highest level of customer service on the platform by providing the operations team with the necessary tools and support systems.
• Maintain Standard Operating Procedures to streamline the workflow among various sections of the Assistance centre.
• Leverage global resources and best practice to maximize operational efficiency and quality within the platform.
• Oversee recruitment, selection, training and evaluation of performance and retention of staff on the platform.
• Ensure the relevant operations procedures are adhered to.
• Have oversight of all KPI and quality deliverables.
• Present options related to escalated problems considering all relevant factors that make up the query.
• Lead the team towards a culture of productivity and ensure productivity measurements are in place.
• Participate in RCA’s and implement practical solutions if need be.
• Oversee review and resolution of billing cases as escalated, in conjunction with billing team in Mauritius and other locations where necessary.
• Leading the team by example.
• Be responsible for the development of staff rosters to ensure that appropriate staffing is in place to meet the requirements.
• In conjunction with HR manage absenteeism in the team.
• Ensure regular staff feedback meetings are in place.
• Undertake regular 1 to 1 sessions with direct and functional reports, ensure all performance appraisals are completed
• Consult with HR for any formal performance management requirements.
• Ensure staff have the required equipment and access to perform their functions.
• Activate disaster recovery procedures when relevant scenarios occur and coordinate staff management until normal conditions resume.
• Responsibility to report on operational delivery of services.
• Participate and manage projects and complete the tasks to deadline.
• Making suggestions for continued improvement and efficacy of the platform.
• Participation in company initiatives and encouragement of staff participation.

Requirements:

• Demonstrates accountability, confidentiality and ability to handle client related queries.
• Sound knowledge of Healthcare Insurance products and services.
• Becoming proficient in understanding company’s case management software.
• Working knowledge of CRM/Call Centre telephony systems.
• IT literate including MS Office and Outlook
• Ability to coach, mentor and impart knowledge to staff.
• Sound knowledge of world geography.
• Able to communicate at all levels, strong interpersonal and leadership skills.
• Has sound decision making capabilities.
• Demonstrated understanding of working within a general customer service focused environment.
• Typically 5 years’ experience in a management leadership capacity.
• Bachelors degree in Business Administrator / Healthcare Management or equivalent preferred.
• Qualification in Call Centre Management or comparable work-related experience in a medical / Healthcare
• Excellent written and spoken English

Additional Information:

• Some travel as required to meet business needs.
• Working hours, 9 - 5.30pm.
• Hybrid working model, 3 days in the office in Croydon and 2 days working from home.
• Excellent benefits including private healthcare and dental and pension contributions.

By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success. International SOS has been awarded as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2025.

13,000 experts | 1,200+ locations | 90 countries | 110+ languages