Head of Assistance - Beijing, China

Head of Assistance

Based in Beijing, China

International SOS

We are currently looking for a Head of Assistance to join our team based in Beijing, China. The Head of Assistance will coordinate and drive the development, implementation, operation and performance management of our assistance centre people, process and tools across service lines to delight customers and ensure profitability.

Key Responsibilities

• Provide leadership and direction to reports in the Beijing Assistance Centre and Shanghai Support Centre

• Management of G&A budget;

• Responsible for analysis and forecasting around Ops Billing, G&A performance, and budgeting;

• Provide insight into the drivers of operational billings and implement agreed plans of action;

• Attract, recruit, induct, train, develop, motivate and retain operational staff;

• Ensure the effectiveness of the assistance centre roster and develop operational metrics to ensure customer service levels and satisfaction;

• Performance management of the operational staff;

• Responsible for continuous quality management by ensuring that a root-cause analysis is conducted and an improvement plan formulated with actions executed and any changes implemented;

• Responsible for the Project Management of “change projects” and play a key role for leading the change;

• Ensure that we are adapting capacity to business needs using the shared effort index methodology across operations and medical teams;

• Support sales and marketing with business & product development, renewals and service recovery;

• Develop cross functional partnership across the business;

• Promotion of and adherence to Group policies and procedures;

• Coverage, maintenance and commercial value of regional provider network;

• Ensure the effective development and implementation of global tools and processes, fit for local needs;

• Integrate technology initiatives and implement the company’s change management strategies to ensure continuous improvements in quality, profitability, and efficiency across China;

• Create an environment in China in which an innovative and participative approach to problem solving are fostered;

• Establish an organizational structure that will drive revenue enhancing activities in the China’s Assistance Centre operations, including the generation and successful capture of private case opportunities;

• Work with China’s management in devising ways to increase new product offering across the operational divisions;

• Co-ordinate with China’s management on implementation of new products and operational teams.

• Ensure best practice sharing and management of Quality Management systems and initiatives (such as AC Experience, VooM on going in Beijing) and Audits e.g. ACS (Incorporating ISO requirements).

Required Skills and Knowledge

• Fluency in Mandarin is essential

• P&L and G&A Management experience

• At least 12 years in service industries, preferably across China and/or Asia

• International work experience (eg. ability to interface with Middle East/Africa)

• Geographical awareness and cultural sensitivity

• Successful track record of leading a department or organisation

• Healthcare or non-medical operational background (e.g, logistics)

• Experience of managing a 24/7 operation

International SOS (www.internationalsos.com) is the world’s leading medical and travel security risk services company. International SOS cares for subscriber clients across the globe, from more than 850 affiliated locations in 92 countries. Our expertise is unique: more than 11,000 employees at these locations are led by over 1,400 doctors and 200 security specialists.