Job Description

Job Summary

World Travel Protection Canada Inc. (WTP- a division of Zurich Canada Holdings) is a unique and specialised service provider with over 25 years of diverse industry experience including emergency medical, travel security, travel assistance services and solutions to clients all over the globe. We offer emergency assistance services 24/7/365 with highly trained personnel including medically qualified staff (doctors & nurses) and medical case management as well as logistics specialists. WTP provides full spectrum of Third-Party Administration (TPA) services including claims management for the travel insurance industry. Over the years WTP has earned the reputation of a quality service provider. Thus, the name WTP has become synonymous with quality and dependability.

JOB SUMMARY

• This role is responsible for providing day to day operational management within the Assistance department and oversight of the assistance platform, in line with contractual commitments. The Operations Manager will lead a focused team within a culture of best practice, through dedicated continuous improvement to enable a customer first approach.

A bit about the job:

• The operational performance of the Assistance platform for Canada in line with Business performance SLA\'s
• Oversight and ultimate responsibility for workforce planning (non-clinical staff), including forecasting, rostering, and resourcing.
• Effective strategic financial management, including budgeting, accurate forecasting and operational efficiency, and financial management reporting as required.
• Ensuring the efficiency of department non-clinical processes and procedures to enhance and sustain the department\'s productivity.
• Team performance; leadership, productivity, achievement of KPI\'s, behaviour and role expectations, compliance, and general operational performance
• Non-clinical complaint management, including investigation, review of response drafts, stakeholder management as relevant and support for internal root cause analysis and resolution.
• All technical cases, across all client groups including case direction, customer service and case outcomes.
• All non-clinical protocol and processes; development, revisions and implementation supported by the Learning & development team.
• Non-clinical related business risk management (in consultation with the Quality and Risk and Manager) including ticket controls as allocated.
• Support for the management of the business telephony platform in consultation with the telephony specialist and workforce planner

A bit about you:

Required:

• Bachelors Degree and 7 or more years of experience in the Operations area

OR

• High School Diploma or Equivalent and 9 or more years of experience in the Operations area

OR

• Zurich Certified Insurance Apprentice including an Associate Degree and 7 or more years of experience in the Operations area

AND

• People management experience

Preferred:

• At least 3 years Travel Insurance or Travel Assistance experience is required
• At least 3 years of experience in a management position
• Proven strong leadership skills
• High level of critical thinking and problem solving skills
• Ability to deal with clients and providers at all levels and translate client needs it high level professional operational service delivery
• High level of coordination and organisational skills in a customer focused environment
• A demonstrated ability to work proactively with staff to constantly identify areas for improvement within the operations and the organisation a a whole.
• Previous experience in managing a travel assistance platform or similiar

Why pick us?

• There\'s no one size fits all option when it comes to flexibility. It looks to us the same as it does to you so let us know how we can accommodate you.
• We\'ll help you keep travelling in your career, oh and quite literally with free travel insurance for you and your partner
• We\'ll provide you with supportive management who have your back and want you to succeed
• We\'ll support you to grow with unlimited learning opportunities

We respect who you are and thoroughly embrace diversity, so whatever walk of life you wander, you do you and come as you are\xe2\x80\xa6we\'ve got you!

A future with Zurich

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. We are a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500\xc2\xae. Our growth strategy is not limited to our business. As an employer, Zurich strives to provide ongoing career development opportunities and foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our people, our customers and the communities we serve.

As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers\' expectations. Zurich is committed to providing a diverse, inclusive and barrier-free environment resulting in an accessible organization for employees, customers, and other parties who interact with, or on behalf of, Zurich. We strive to achieve a workplace free of discrimination of all forms, including discrimination on the basis of physical or mental disability, or medical condition. If you are interested in a job opportunity, please advise if you require an accommodation, so we can work with you to provide a more accessible process.

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich Canadian Holdings Limited. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.

Only applicable for Canada: For Zurich Canada\'s commitment to diversity and accessibility please . If you would prefer to not receive future electronic messages from Zurich Insurance Company Ltd\'s recruitment management system, please email your request to have your job profile deleted from the system by clicking . Zurich Insurance Company Ltd 100 King St., W., Suite 5500, Toronto, ON, M5X 1C9.

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