International Medical Group

Lead global customer service and operational teams to ensure service quality, efficiency, and customer satisfaction. | Requires 10-15 years in global operations, insurance or services, with strong leadership, process optimization, and international experience. | SUMMARY This role leads our global 24/7 insurance and assistance services delivery centers, including Customer Service, Travel Assistance Services, Claims, Clinical Services, Cost Containment and Networks, Quality Assurance and Customer UX Services. Two key focuses of this role are to drive a superior customer journey post-sale, and to drive operational efficiency through a strong partnership between operations, IT and other departments. This role is focused on ensuring that all processes provide an efficient, effective customer journey post-sale that maximizes customer, client, and partner satisfaction. DUTIES AND RESPONSIBILITIES Management of Operations Ensure day-to-day customer service delivery is met globally and manage any day-to-day escalations Be an active member of the executive team by developing and implementing strategies to achieve Company profitability and growth. Drive the achievement of agreed Operations & IT targets in relation to service efficiencies that help the company meet operational revenue, profit, and cost-controls. Sponsor and lead the implementation of service-critical programs and projects Implement first-class customer journey model and processes Innovate current operating models and processes. Serve as consultant to the business regarding the tools and communication systems that support operations, including prioritization of system development, expansion, and replacement Be an ambassador for the Company to customers, clients, partners, and employees, taking opportunities to maximize potential commercial advantage where possible. Management and Monitoring of Service Standards Be responsible for the management and monitoring and the quality of service provided and ensure the service delivery in all Operations teams meets contractual and company quality standards. Ensure robust resource planning for services globally. Ensure that all processes reflect current best practices and statutory/regulatory requirements and that these standards are highly visible to all members of the operations teams. Ensure effective measures are in place to spot skills gaps and performance deficiencies within the team at an early stage and to take appropriate corrective measures in good time to avoid reduction in quality standards. Ensure that management information on key deliverables, services and quality performance, costs and staffing across Operations is up to date and provided as required. Ensure a comprehensive set of reports (scorecards, dashboards, etc.) which are submitted regularly in line with general reporting requirements. Managing Costs / Productivity Contribute to the Company’s overall profitability by ensuring strict controls are in place throughout the Operations Department to manage expenditure carefully and consistently. Have a strong focus on efficiency, bring expertise from the marketplace to also focus on areas of unnecessary spending or areas where spending could be managed more efficiently and implement improvements, including lowering costs through automation, process improvement and outsourcing Work closely with the Finance Team to prepare an appropriate budget and manage the budget throughout the year to minimize spending with a focus on productivity. Managing People Managing people in a way that helps drive the company culture and meet customer, client, and distribution partner demands. Work closely with the HR team to ensure consistent application of standard employment terms and conditions across the Operation Department. Work closely with direct reports to ensure that all Operations employees are motivated, managed and working effectively by: Performance managing all individuals in line with standard protocols, providing regular feedback on successes/areas of development and addressing any poor performance issues promptly, fairly and decisively. Providing training, coaching, support, and developmental assistance wherever needed to enable achievement of maximum potential in each individual. Provide fresh opportunities for personal career development wherever possible, e.g. through internal promotion, secondment, special projects Work closely with HR and direct reports to plan recruitment and people deployment in line with staffing budgets, identifying in advance where gaps may arise and implementing the most cost-effective methods of obtaining new talent. Maintain open channels of communication and encourage contribution of ideas and feedback at all levels. Ensuring that departmental and individual objectives and priorities are set and understood by all employees and that performance is monitored against these set objectives. Manage individual conduct and professional behavior promptly and fairly by applying guidance and/or formal corrective measures, in conjunction with the HR team. Contribute to Company-Wide people management strategies, initiatives and processes as required. QUALIFICATIONS AND REQUIREMENTS Bachelor’s degree in business or other related field required, Master’s degree preferred Minimum of 10-15 years of experience in Global Operations Leadership and Global Insurance and Services market experience preferred Experienced and confident operations expert, IT and international expertise preferred. Demonstrable skill in customer journey optimization Demonstrable skill in process optimization and efficiency. Experience managing large and complex budgets and proven ability to manage and control costs effectively. Proven people management experience and skills, especially in building, leading, and motivating large, remote teams, and managing performance and conduct fairly and decisively. Evidence of appropriate/relevant professional qualifications. Evidence of being able to work successfully in a fast-moving global environment. Ability to work with understanding and efficiency alongside people from different cultures and geographical locations. A naturally motivated professional with a positive approach and the ability to engage and inspire others. Must have the credibility, intellectual capability, and operational experience to gain immediate respect and professional credibility. Able to constructively challenge the status quo and influence through clear, informed, and logical argument. Have a far-reaching vision, strong leadership skills and passionate commitment to success. 10-25% Domestic and International Travel Required IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.

Leading global insurance and assistance services operations, optimizing customer experience, and managing costs and teams. | Requires 10-15 years in global operations leadership, insurance/services experience, and strong skills in process and customer journey optimization. | SUMMARY This role leads our global 24/7 insurance and assistance services delivery centers, including Customer Service, Travel Assistance Services, Claims, Clinical Services, Cost Containment and Networks, Quality Assurance and Customer UX Services. Two key focuses of this role are to drive a superior customer journey post-sale, and to drive operational efficiency through a strong partnership between operations, IT and other departments. This role is focused on ensuring that all processes provide an efficient, effective customer journey post-sale that maximizes customer, client, and partner satisfaction. DUTIES AND RESPONSIBILITIES Management of Operations • Ensure day-to-day customer service delivery is met globally and manage any day-to-day escalations • Be an active member of the executive team by developing and implementing strategies to achieve Company profitability and growth. • Drive the achievement of agreed Operations & IT targets in relation to service efficiencies that help the company meet operational revenue, profit, and cost-controls. • Sponsor and lead the implementation of service-critical programs and projects • Implement first-class customer journey model and processes • Innovate current operating models and processes. Serve as consultant to the business regarding the tools and communication systems that support operations, including prioritization of system development, expansion, and replacement • Be an ambassador for the Company to customers, clients, partners, and employees, taking opportunities to maximize potential commercial advantage where possible. Management and Monitoring of Service Standards • Be responsible for the management and monitoring and the quality of service provided and ensure the service delivery in all Operations teams meets contractual and company quality standards. • Ensure robust resource planning for services globally. • Ensure that all processes reflect current best practices and statutory/regulatory requirements and that these standards are highly visible to all members of the operations teams. • Ensure effective measures are in place to spot skills gaps and performance deficiencies within the team at an early stage and to take appropriate corrective measures in good time to avoid reduction in quality standards. • Ensure that management information on key deliverables, services and quality performance, costs and staffing across Operations is up to date and provided as required. • Ensure a comprehensive set of reports (scorecards, dashboards, etc.) which are submitted regularly in line with general reporting requirements. Managing Costs / Productivity • Contribute to the Company’s overall profitability by ensuring strict controls are in place throughout the Operations Department to manage expenditure carefully and consistently. • Have a strong focus on efficiency, bring expertise from the marketplace to also focus on areas of unnecessary spending or areas where spending could be managed more efficiently and implement improvements, including lowering costs through automation, process improvement and outsourcing • Work closely with the Finance Team to prepare an appropriate budget and manage the budget throughout the year to minimize spending with a focus on productivity. Managing People • Managing people in a way that helps drive the company culture and meet customer, client, and distribution partner demands. • Work closely with the HR team to ensure consistent application of standard employment terms and conditions across the Operation Department. • Work closely with direct reports to ensure that all Operations employees are motivated, managed and working effectively by: • Performance managing all individuals in line with standard protocols, providing regular feedback on successes/areas of development and addressing any poor performance issues promptly, fairly and decisively. • Providing training, coaching, support, and developmental assistance wherever needed to enable achievement of maximum potential in each individual. • Provide fresh opportunities for personal career development wherever possible, e.g. through internal promotion, secondment, special projects • Work closely with HR and direct reports to plan recruitment and people deployment in line with staffing budgets, identifying in advance where gaps may arise and implementing the most cost-effective methods of obtaining new talent. • Maintain open channels of communication and encourage contribution of ideas and feedback at all levels. • Ensuring that departmental and individual objectives and priorities are set and understood by all employees and that performance is monitored against these set objectives. • Manage individual conduct and professional behavior promptly and fairly by applying guidance and/or formal corrective measures, in conjunction with the HR team. • Contribute to Company-Wide people management strategies, initiatives and processes as required. QUALIFICATIONS AND REQUIREMENTS • Bachelor’s degree in business or other related field required, Master’s degree preferred • Minimum of 10-15 years of experience in Global Operations Leadership and Global Insurance and Services market experience preferred • Experienced and confident operations expert, IT and international expertise preferred. • Demonstrable skill in customer journey optimization • Demonstrable skill in process optimization and efficiency. • Experience managing large and complex budgets and proven ability to manage and control costs effectively. • Proven people management experience and skills, especially in building, leading, and motivating large, remote teams, and managing performance and conduct fairly and decisively. • Evidence of appropriate/relevant professional qualifications. • Evidence of being able to work successfully in a fast-moving global environment. • Ability to work with understanding and efficiency alongside people from different cultures and geographical locations. • A naturally motivated professional with a positive approach and the ability to engage and inspire others. • Must have the credibility, intellectual capability, and operational experience to gain immediate respect and professional credibility. • Able to constructively challenge the status quo and influence through clear, informed, and logical argument. • Have a far-reaching vision, strong leadership skills and passionate commitment to success. • 10-25% Domestic and International Travel Required IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.

The Configuration Analyst reviews, analyzes, and evaluates client business systems to maintain and configure systems according to business strategies. They manage configuration and enhancement deployments and provide consulting for other configuration resources. | Candidates should have system configuration training and a proven track record in analysis and configuration. Excellent communication skills and the ability to work in a fast-paced environment are essential. | As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind® We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for travelers. SUMMARY The Configuration Analyst reviews, analyzes, and evaluates client business systems and business needs to maintain and configure systems to meet overall business strategies and ensure compliance. They also apply a broad knowledge of analysis techniques, methods, and practices to optimize effectiveness and efficiency. They receive assignments from the System Configuration Manager based on vetted ideations and requests, needs of business partners, and overall departmental needs in a fast-paced Agile environment. JOB DETAILS Location: In office, hybrid & remote working options. Corporate office is in Indianapolis, IN Relocation Expenses Reimbursed: No Qualified candidates must be legally authorized to be employed in the United States. IMG will not be providing sponsorship for employment visa status (e.g., H-1B or TN status) for this position. PERKS Comprehensive benefits package including Medical/RX/Dental/Vision insurance 401k Plan with company match Paid Time Off and Company Paid Holidays Casual dress environment Tuition Reimbursement DUTIES AND RESPONSIBILITIES Performs assigned configuration activities in the various environments (such as test and production) and provides consulting for other configuration resources. Manages configuration and enhancement deployments to the production environment in cooperation with IT and resolves any post-production issues reported by users. Meet with stakeholders and other business representatives to elicit requirements and propose solutions. Works with consultants and internal IT stakeholders to facilitate and coordinate efforts for multiple enhancement projects. Creates, evaluates and updates documentation for client needs, program functions, and steps required to configure, develop, or modify software. Maintains all business rules and use cases for specific applications and application interactions. Manages all documentation related to new product implementation and existing product changes. May evaluate proposed software or software enhancements for feasibility. Performs unit-based and scenario-based testing from the perspective of various client roles. Reviews and revises policies, providers, procedures, and standards for the configuration analysis team. May help coordinate with stakeholders, subject matter experts, developers, quality assurance resources, and technical experts to support testing based on requirements. May assist in the development of training programs. Acts as a technical resource and mentor to other team members and may lead and direct the work of others. Ensure timely communication to manager regarding status of all work being performed. Takes responsibility to make sure the team is informed of assigned projects in the event of a scheduled absence. Provide support to the user community for reported issues. Meet with stakeholders and other business representatives to elicit requirements and propose solutions using configuration. Design, create, and modify configuration. Work with vendor to facilitate and coordinate efforts for enhancements and upgrades. Stay current with software updates and new services available to the organization QUALIFICATIONS System configuration training and skills Proven track record of timely completion of analysis, configuration, and requirements to project specifications Possesses general understanding in the areas of application programming, database, and system design and a thorough understanding of our technical capabilities Exhibits confidence and an extensive knowledge of emerging industry practices when solving business problems and pushes creative thinking beyond the boundaries of existing industry practices and client mindsets Excellent professional development skills such as oral and written communications, personal credibility, teamwork and collaboration Highly organized, self-motivated, customer oriented and able to work independently as well as within a team and with internal business and technology partners Skilled in building and motivating teams and possess ability to build strategic relationships and influence people at all levels of the organization Comfortable in a fast-paced, multi-tasked environment Excellent documentation skills, Excellent written and verbal skills, and analytical skills Knowledge of all software methodology types (Waterfall, Iterative, Agile) PREFERRED SKILLS System configuration certification or equivalent B.S. or B.A. in Business Analytics, Data Analytics, Business or related field Business analysis experience Demonstrated written and verbal communication skills used to present organizational concepts, negotiate competing demands, and gain consensus among diverse areas of interest Strong strategic thinking and creative problem-solving skills Enthusiasm for and ability to function in a fast-paced, rapidly changing environment Experience using project management and software application tools like Microsoft Project, PPM Express, Azure DevOps, SharePoint, Microsoft Teams IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.