Job Description
Location:
Healix Group, Healix House, Esher Green
Role purpose
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.
Role responsibilities and deliverables
Strategic Case Leadership & Operational Excellence
* 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.
About The Role
Required skills, knowledge and experience
This Position Requires
* 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.
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.
Required Criteria
* Extensive experience in medical assistance, emergency services, or operational leadership within healthcare or insurance sectors
Desired Criteria
* Languages
Closing Date
Wednesday 3rd September, 2025
Contract Type
fulltime
Salary
£60,000.00 Yearly