We are seeking an experienced Operations Lead to join our Medical Assistance team and play a pivotal role in delivering exceptional service, developing high-performing teams, and driving operational excellence.
This is a fantastic opportunity for a proven leader with a strong background in Medical Assistance who understands the demands of a fast-paced, customer-focused assistance environment. You will lead and develop a team of Coordinators, ensuring outstanding case management, service delivery, and client outcomes while fostering a culture of engagement, accountability, and continuous improvement.
Medical Assistance experience is essential for this role. We are looking for someone who brings a deep understanding of assistance operations, complex case management, and the critical role operational teams play in supporting members during challenging situations.
As an Operations Lead, you will be responsible for the day-to-day leadership, performance, and development of a team of Medical Assistance Coordinators. Working closely with Operational Managers, Learning, Development & Quality teams, and key stakeholders, you will ensure service standards are achieved, contractual obligations are met, and team capability continues to grow.
You will act as a role model and subject matter expert, using your operational knowledge and leadership skills to drive performance, improve service delivery, and support your team in delivering outstanding member experiences.
We are looking for an experienced operational leader with a passion for developing people and delivering exceptional service.
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Significant experience within a Medical Assistance environment is essential.
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Strong understanding of Medical Assistance operations, case management, and service delivery standards.
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Proven experience leading, coaching, and developing operational teams.
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Experience managing performance and driving engagement in a fast-paced environment.
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Strong analytical skills with the ability to use performance data to identify opportunities and improve outcomes.
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Excellent communication and stakeholder management skills.
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Ability to prioritise, make decisions, and remain calm under pressure.
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Experience in a 24/7 operational environment.
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Knowledge of quality assurance, audit processes, and continuous improvement methodologies.
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Previous participation in an on-call rota.
About The Role
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Lead, motivate, and develop a team of Medical Assistance Coordinators.
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Conduct regular one-to-one meetings, performance reviews, and development conversations.
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Manage individual and team performance, using data and management information to drive engagement and improvement.
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Create a positive, collaborative, and high-performing team culture.
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Identify development needs and ensure appropriate training, coaching, and support is provided.
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Monitor team performance, ensuring workloads are effectively managed and case handling remains efficient and customer-focused.
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Work in partnership with Operational Leads to promote a unified and collaborative operational culture.
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Utilise quality audits, call reviews, and performance feedback to drive continuous improvement.
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Support onboarding, training, and the ongoing development of new team members.
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Analyse operational data to identify trends and opportunities to improve performance and service delivery.
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Ensure contractual service levels, KPIs, and quality standards are consistently achieved.
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Optimise resource allocation to meet operational demands and member needs.
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Implement lessons learned and stakeholder feedback to improve service delivery and customer outcomes.
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Support escalated cases, client queries, and operational challenges as required.
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Act as a subject matter expert within the Medical Assistance operation.
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Share knowledge, best practice, and expertise across teams and departments.
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Participate in operational and management meetings.
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Organise and contribute to team meetings and departmental initiatives.
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Participate in the on-call rota as required.
Required Criteria
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Proven experience leading, coaching, and developing operational teams.
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Significant experience within a Medical Assistance environment
Desired Criteria
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Knowledge of quality assurance, audit processes, and continuous improvement methodologies.
Skills Needed
About The Company
We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.
We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.
We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.
More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.
Company Culture
Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.
Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.
Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.
We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.
Company Benefits
Commitment to career development
We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment.
We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.
Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Gym membership or wellness programs, Opportunity to travel, Casual dress, Cycle to work, Free work laptop, Referral bonus, Open office, Competitive salary, Life insurance, Employee Assistance Scheme, Wellbeing Scheme, Social Opportunities, Progression opportunities
Salary
Starting from £45,000.00 per year
