Overview
The Operational Change Manager is a senior leadership role focused on driving transformative change across medical assistance operations. This position combines strategic oversight with hands-on operational leadership to optimize service delivery, enhance cost efficiency, and elevate team performance. The successful candidate will lead complex medical assistance cases while spearheading initiatives that reshape operational frameworks, improve insurance outcomes, and foster a culture of continuous improvement.
Responsibilities
* Lead high‑impact, complex medical assistance cases, ensuring strategic alignment with business goals and client expectations.
* Oversee cross‑functional coordination to deliver seamless, high‑quality service across medical, operational, and support teams.
* Ensure adherence to global standards, legal frameworks, and internal protocols, while identifying opportunities for strategic enhancement.
* Operational Transformation & Change Management: Identify systemic inefficiencies and lead the design and implementation of operational change initiatives. Collaborate with senior leadership to develop and execute transformation roadmaps that improve scalability, agility, and service quality. Drive innovation in case handling processes, leveraging data and stakeholder feedback to inform strategic decisions.
* Financial Strategy & Insurance Optimization: Lead cost control strategies across high‑value cases, including provider negotiations and cost containment planning. Align operational practices with insurance performance metrics to support improved loss ratios and client satisfaction. Provide strategic insights into insurance trends and operational impacts to inform business development and client engagement.
* Culture Building & Capability Development: Champion a high‑performance culture rooted in accountability, empathy, and operational integrity. Mentor and develop team members to build strategic thinking, decision‑making, and change leadership capabilities. Promote a proactive, solutions‑oriented mindset across the team, encouraging innovation and ownership.
* Reporting, Analytics & Strategic Communication: Produce strategic case summaries and performance reports for internal and external stakeholders, highlighting operational insights and improvement opportunities. Maintain robust documentation standards to support transparency, compliance, and continuous learning. Act as a strategic liaison with clients, providers, and insurers, delivering expert guidance and fostering trust during critical cases.
Qualifications
* Extensive experience in medical assistance, emergency services, or operational leadership within healthcare or insurance sectors.
* Proven track record in leading strategic change initiatives and operational transformation.
* Deep understanding of insurance performance metrics and international medical logistics.
* Strong analytical, communication, and stakeholder management skills.
* Proficiency in operational systems, data analysis tools, and Microsoft Office Suite.
* Successful application of these skills and the ability to deliver sustainably against agreed objectives, KPIs or other performance metrics.
About Healix
All around the world, Healix safeguards people's health and wellbeing. We offer UK employee healthcare benefits, and travel, medical and security assistance globally. We are committed to helping our people build and develop successful careers, with ongoing training and professional enhancement opportunities.
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