Global Head of Performance & Excellence Medical

Description

This role is under [Employer hidden — sign up to reveal] Operations for Medical Assistance and aims to steer operational excellence and quality worldwide across Global Medical Assistance Operations, ensuring our platforms deliver on quality, customer satisfaction and key performance indicators. Your role as Global Head of Performance and Excellence, Medical Assistance, will be to provide strategic oversight of all aspects related to med ops quality assurance, compliance and customer satisfaction. This role works closely with regional and local Med Ops leaders as well as other OPS central teams.

Key Responsibilities

• Quality & Complaints Management: lead a team of Quality Analysts doing complaint handling. Ensure regular effective neutral quality control and complaints handling globally.
• Learning & Knowledge Management: design L&D strategy and execute relevant initiatives.
• Leakage Management: implement leakage initiatives and ensure optimal Open and Closed File Review processes are in place.
• Fraud Management: roll-out global fraud control standard and tools and ensure optimal controls.
• Performance Management: ensure medical assistance quality and customer satisfaction, including management of Voice of the Customer (VOC) monitoring, and improvement action plans.
• Oversee transversal functions including Complaint Handling, Quality Initiatives, VoC Management, Knowledge-Base Management, Training and L&D, Leakage Management, Fraud Management, and Leadership & Team Development.

Key Requirements

• College Diploma/Degree coupled with 7-10 years’ relevant experience with the ability to manage strategic projects and achieve strategic objectives.
• Ability to provide strategic thought leadership and guidance to other leaders.
• Experience gained in the medical assistance and/or insurance industry is required.
• Leverages artificial intelligence and advanced analytics tools to drive data-informed decision-making, optimize performance metrics, and identify strategic opportunities for organizational improvement.
• Proficient in utilizing AI-powered platforms and automation tools to enhance operational efficiency, streamline performance management processes, and deliver actionable insights at scale.
• Ability to think strategically forward in a 3-5 year time span and develop strategies and plans to meet future-facing goals.
• Strong technical skills in using MS Excel and PowerPoint.
• Demonstrated ability to build strong relationships and excellent collaboration at all levels of the organization.
• Strong commitment to create a top in class methodology along with tools to monitor performance, adherence to procedures, and controls across all areas of responsibility.

Benefits

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey. We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is a key priority for us. This is why we build Work Well programs to provide you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.