Service Delivery jobs in Grande-Bretagne

We are seeking a Head of Medical Assistance to join us to be responsible for leading the travel assistance and medical repatriation services, ensuring that clients receive timely and effective medical support during their travels. This role involves strategic oversight, coordination of medical services, and supervision of nursing staff in collaboration with the Chief Medical Officer (CMO) to deliver high-quality care in emergency situations.

This role is based in our Redhill office on a hybrid basis.

• Lead and manage the medical assistance team, providing guidance, training, and support to ensure optimal performance
• Develop and implement departmental policies and procedures to enhance service delivery and operational efficiency.

• Collaborate with COO to define the vision and strategic objectives for the medical assistance department
• Analyse best practices and client needs to identify opportunities for service improvement and high standard for medical assistance.

• Oversee the day-to-day operations of the medical assistance services, ensuring timely and effective responses to client needs
• Monitor and evaluate service delivery metrics to ensure compliance with quality standards and regulatory requirements
• Monitor the reserving process and the related adjustment and closure in line with the finance policies

• Serve as the primary point of contact for key key partners, clients, addressing inquiries and resolving issues related to medical assistance services
• Build and maintain strong relationships with partners, group network, emergency services, and other stakeholders.

• Lead the response to medical emergencies or escalation, coordinating with internal teams and external partners to ensure a comprehensive and effective approach
• Develop and implement crisis management protocols to prepare the team for various scenarios.

• Identify training needs within the team and provide opportunities for professional development
• Conduct regular training sessions to keep the team updated on best practices and industry standards

• Prepare regular reports on the performance of medical assistance services, identifying areas for improvement and implementing necessary changes
• Analyse data to assess the effectiveness of services and inform strategic decision-making.

• Experience of building a team, leading and improving an organisation’s capability
• High level of drive and motivation to ensure successful delivery of initiatives and support drive change across the business
• Experience preparing and presenting business reviews and strategic information at an executive level
• Evidence of strategic planning,analytical and execution skills with an ability to assess and communicate priorities and drive actions and delivery through others
• Proven ability / experience in Operational resilience , regulatory controls and Risk management
• Mindset to create a culture of change and champion it across the business
• Strong business acumen with an understanding of large financial services organisations and their leverage points
• Resilient and tenacious with a strong propensity to persevere in a fast paced, changeable environment

AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.

Our mission : Empower people to live a better life.

Our values : Customer First, Courage, Integrity and One AXA.

AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.

AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.

Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.

By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.

Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.