Website International SOS
The International SOS Group of Companies is in the business of saving lives, protecting your global workforce from health and security threats. Wherever you are, we deliver customised health, security risk management and wellbeing solutions to fuel your growth and productivity. In the event of extreme weather, an epidemic or a security incident, we provide an immediate response providing peace of mind. Our innovative technology and medical expertise focus on prevention, offering real-time, actionable insights and on-the-ground quality delivery. We help you meet compliance reporting needs for good governance. By partnering with us, organisations can fulfil their Duty of Care responsibilities, while empowering business resilience, continuity and sustainability. Founded in 1985, the International SOS Group is trusted by 11,000 organisations, including over half of the Fortune Global 500, multi-national corporate clients and mid-size enterprises, governments, educational institutions and NGOs. 11,000 multi-cultural medical, security and logistics experts stand with you to provide support & assistance from over 1,000 locations in 90 countries, 24/7, 365 days. International SOS is a winner of 2021 Training Top 100 by the Training Magazine.
General Manager, Operations – Assistance Services
Date: 18 Sep 2023
Location: Dubai, DU, AE
Company: International SOS
About the role
An exciting opportunity has arisen for a General Manager Medical and Security Assistance, Middle East role to join our team in the Dubai Assistance Centre.
The incumbent will lead, coordinate, and drive the development, performance and change management of people, process and tools across assistance and response services delivery programs across the Middle East, centered around the Dubai Assistance Centre in alignment with the wider Global Assistance platform, to delight customers, ensure profitability and to ensure the Assistance Centre is well placed to support the business lines’ commercial agendas for the region.
Key responsibilities
1. Provide leadership and direction to reports in the Dubai Assistance Centre and resources operating remotely as part of the overall regional delivery.
2. To attract, recruit, induct, train, develop, motivate, and retain all staff related to the delivery of services in the Dubai Assistance Centre and wider region. In particular maintain the required functional level of staffing across all staff categories, maximize levels of staff experience and minimize staff turnover.
3. To provide functional expertise to sales and marketing with Intl.SOS business & product development, renewals and service recovery. Work with sales management in devising ways to facilitate new product offerings across the business line, Co-ordinate with global stakeholders on implementation of new products and operational teams.
4. Support the commercial teams within the Middle East in business development opportunities by attending client QBRs, client meetings, AC tour experiences and other client / prospect direct engagements.
5. Ensure a consistent level of quality-of-service delivery to all clients achieving best in class services in conjunction with pursuing ongoing quality improvement initiatives.
6. Lead and manage the AC fiscal agenda managing overall budget and revenue performance.
7. Ensure Assistance Centre operational performance metrics are continuously monitored and in partnership with the local assistance operations leadership team and agree upon continuous improvement strategies to meet or exceed service levels.
8. Undertake role of Crisis Management Team Lead and/or Coordinator for Dubai crisis mobilization, supporting the GM MER
9. Drive business continuity and disaster recovery plans across the Assistance Centre and remote operations through ensuring regularly scheduled Disaster Recovery and Business Continuity Plan testing in compliance with AC standard.
10. Contribute to the overall direction and success of the ME Region as part of the MER ExCo
The successful candidate should have an experience in a senior management role of an operational department in the health, security, hospitality, and travel and/or aviation industry and Worked in an operational environment driven by quality standards, policies and procedures.
To apply for this job please visit os.com.