Job Description

Overall Purpose Of The Job . Develop and manage a cohesive team of Operation Managers and respective operation teams across the Asia region. . Ensure excellence in leadership, case management and p Overall Purpose Of The Job . Develop and manage a cohesive team of Operation Managers and respective operation teams across the Asia region. . Ensure excellence in leadership, case management and professional development of each direct report. . Working closely with the MD's and RMD Assistance to maximise the synergies, efficiencies and cross convergence of the operation resources across each of the platforms to optimize service delivery and customer focused operation assistance. . Serve as a role model and provide professional and technical coaching to operation employees as required. . Work closely with the MD's/RMD /Operations Manager Structures/GMA to understand business objectives and drive change effectively. . Ownership of strategic processes for the nursing platform including regular review and improvement. Strategic thinking to drive platform improvements and service delivery. To ensure a standardised approach to medical team training/quality/productivity initiatives working towards continuous improvements and service delivery. Key Responsibilities SPECIFIC SUPERVISORY RESPONSIBILITIES . Direct line management and leadership of a team of Operation Managers to ensure all staff are appropriately developed and managed in a timely way. Set clear standards, plans and targets for the operation managers to monitor their performance through regular supervision and identifying training needs as appropriate. . To ensure a professional, customer and client focused service is consistently delivered by the operation teams. . Oversee the allocation and progression of work for the operation. This involves ensuring that cases are allocated to persons of appropriate capability and are processed within timeframes as per by Global Corporate standards. . Act as a point of technical expertise and provide guidance and advice to the teams as and when required. . Communicate with other Operation leaders to ensure best practices are shared and adopted. . Encourage positive and productive working relationships between the operation teams and partner teams (Operations, Quality, Training, Assistance) as well as with relevant partner teams outside of the AC. Participate in ad-hoc projects, taking the lead where appropriate. OPERATION TEAMS . To work with the Assistance Operations managers, Regional and Global Medical Advisors and Director of Operation to ensure a seamless service in aspects of operational excellence, promoting positive working relationships and communication between the operational teams. . Regular review (min 6 monthly) of each of the operation platforms staffing models to ensure they best strategically support caseload. Under the guidance of the MD's and RMD, adjust staffing models to support case and quality standards. These activities will be undertaken to ensure regular review of headcount against case activity, contractual needs, business growth and staff attrition. . Working together with the respective General Managers and HR business partners ensure appropriate line management support is in place for annual leave, illness concerns, performance management and professional development as well as providing recommendations for headcount based on these parameters. . Key decision maker for nursing recruitment initiatives to ensure the right staff are hired for the right roles. Able to support other areas of business as required. STAFF SUPPORT AND DEVELOPMENT . Key accountability for ensuring that respective teams are given sufficient support to enable them to actively focus on their personal and professional development. This will include regular motivational and developmental feedback with the provision of objectives to maximize staff performance . Ensure that any incidences of staff under-performance are identified and acted upon expediently. This will include escalation to the MD and RMD, feedback to the staff member, implementation of performance improvement plan (PIP) if needed and appropriate training and support. . Maintain appropriate documentation of any actions taken regarding specific individual performance and address any disciplinary or grievance matters in accordance with International SOS's policies and procedures. . Ensuring staff attendance at operation team meetings and daily transmissions/handovers and to search for new ideas for training and staff motivation. . Encourage staff participation in additional projects within the Assistance/Support Centres. . Overall accountability for the Mentoring programme for new starters and the on boarding process for new team members. Ensure staff are familiar with all relevant International SOS policies and procedures and that policies and procedures are followed at all times. CASE MANAGEMENT AND ESCALATION . Work with the MD's and RMD to drive efficiency and the provision of professional, customer focussed operation assistance to beneficiaries as per contractual requirements. . Ability to provide case direction, support and guidance across to the Operation Managers. . Ensure that case management escalation occurs as per International SOS protocols, and that their teams are delivering effective case management to members. . Flexibility to provide case load support and expertise whilst managing own workload. . Ensure that the MD's and RMD are fully updated on any important issues and potentially problematic situations, both related to case management and to staffing concerns. QUALITY AND TRAINING . Strategic direction and strong interface with LDQ to regularly review material and deliverables for the operation teams. Identification of trends and analysis to determine required support. . To use initiative to implement ways of improving quality and efficiency in a proactive way. . Overall accountability for the training and induction of the operation team along with the MD's and RMD. . Ownership and direction for all operation managers led projects across the nursing platforms. . Work with the MD's and RMD to oversee all quality initiatives, and to work together to ensure clinical governance is maintained. . Participate in the service recovery process for those cases where Intl.SOS quality measures were not maintained or based on feedback from external sources. . Oversee site survey assignments for the operation team. MEDICAL TRANSPORTATION STANDARDS (MTS) . Ownership for the Operation Transportation Standards in conjunction with the MD and RMD. . Accountability for compliance against the annual MTS audit and any air ambulance accreditations required for air ambulance activities in conjunction with the MD and RMD. . Accountability for a qualified and up to date medical escort team suitable for deployment. CLIENT AND STAKEHOLDER INTERFACE . Strong links with International SOS clients to foster positive working relationships and assist with service recovery as required. PROFESSIONAL LINKS . Professional lead for the operation platform ensuring that all staff keep up to date with governance and regulation pertaining to nursing registration. Occupational Health & Safety Responsibilities Encourage positive attitudes towards OH&S Ensure all workers including contractors participate in approved OH&S training programs. Ensure the hazard identification & risk management process is utilised effectively to manage OH&S risks. Apply OH&S policy and procedures to ensure compliance with Intl.SOS and regulatory requirements for OH&S at all times. Actively participate in OH&S inspections and audits including corrective actions. Include OH&S performance in worker performance appraisals Ensure all hazards and incidents are reported and investigated appropriately and suitable controls are implemented. Ensure that workers are equipped with the information, instruction, training and supervision that they need to work safely. Ensure all plant and equipment is properly maintained Maintain relevant knowledge of OH&S issues. Act as a role model by demonstrating safe work behaviours. Participate in the development and maintenance of a safe and healthy workplace. Undertake all mandatory OH&S training as required. Comply with any reasonable instructions, policies, procedures or safe work practices given by Intl.SOS in adhering to safe work procedures. Co-operate with management in its fulfilment of its legislative obligations. Take reasonable care to ensure own health and safety and the safety of others. To report any injury, hazard or illness as soon as possible.