Group Senior Manager Telehealth Services

International SOS is the world’s leading medical and security services company with over 10,000 employees working in 1,000 locations in 90 countries. We were founded on the principle of putting the patient first and this is still true today. Led by 5,200 medical professionals and 200 security specialists our teams work night and day to find solutions to protect our clients in whatever situation they may be facing; we assess, advise and assist from a medical, security and logistical perspective to help safeguard travellers internationally through providing invaluable local knowledge and expertise on a global scale.

The objective of the Group Senior Manager, TeleHealth Services role is to lead the definition, delivery, maintenance and enhancement of our TeleConsultation and, as required, our wider TeleHealth digital customer service delivery capabilities and services.

Key to this success will be the continual harnessing of ongoing advances in both TeleHealth solutions to deliver significantly improved capabilities and services. The role also requires a clear focus on the end-to-end customer experience, a detailed appreciation of the service delivery elements of this experience, competitive differentiation and improved operational efficiency.

Key Responsibilities

• Execute the definition and delivery of the TeleHealth prioritised digital roadmap to support the service delivery operating model evolution
• Focusing on third party network provider digital engagement to enable manager, subscriber, provider and insurer market-leading service delivery experiences
• In coordination with our Group Medical Director, Assistance Worldwide, Product Director, Workforce Resilience, Corporate IT Architecture, Finance and Procurement teams drive the definition, delivery, maintenance and enhancement of our TeleHealth capabilities and services, with a specific focus on TeleConsultation
• Partner with Corporate IT via functional line to ensure ‘Enterprise Architecture  by design’ philosophy to ensure a fit for purpose framework of a global TeleHealth features, services and technical platforms to enable inter-operable, scalable implementation of these solutions across our assistance subscription services
• Lead the change management associated with all deliverables to ensure full benefit and ROI realization
• Work with professional and/or functional colleagues to drive productivity, improved service quality and employee enablement
• Ensure end customer service delivery quality and satisfaction across all Intl.SOS’ TeleHealth touchpoints, including the effective resolution of client complaints and associated root cause analysis
• Identify new products, technology, services and companies, validate their benefit to the business, lead the subsequent development with the relevant stakeholders
• Provide thought leadership on TeleHealth industry trends and transformative technology to help inform our business line strategies and our medical and security assistance services commercial roadmap. Also including assessing vulnerabilities to transformative technology and proactive steps to maintain our value proposition.
• Actively monitor the market and competitive landscape to ensure the continued evolution and differentiation of our TeleHealth capabilities and services.
• Collaborate with Group-wide digital leads to promote digital culture, best-practice and re-use of capabilities and services.
• For new innovations, proof-of-concepts and services, specifically the current self-serve WFR TeleConsultation App, be able initially to provide overall technical product ownership before the structured transition to a full-production operating model, this includes feature development, vendor engagement, delivery and deployment planning.
• Engagement with and maintaining of effective direct client, insurer, provider, vendor and partner (network and technical) relationships.
• Support quality and certification initiatives for TeleHealth (e.g. ISO 13131) which enhance our assistance services positioning in the market, 
• Maintain and develop all the end-to-end processes that enable our TeleHealth capabilities and services.

• TeleConsultation and ideally wider TeleHealth market knowledge and exposure
• Good knowledge and appreciation of digital trends and ability to apply them to business scenarios
• Change management leadership through digital / technological enablement
• Strong commercial acumen and business development capability.
• Strong EQ – ability to influence and build effective relationships with multiple stakeholders – colleagues, clients and third parties.
• Strong problem solving, analytical and project management skills
• Excellent cross-cultural written and verbal communication skills
• Excellent presentation skills

Our commitment to Diversity & Inclusion

Our company brings together remarkable people and enables them to be themselves. At International SOS, we offer a great working environment, thanks to our commitment to flexible working, diversity and development.

We celebrate diversity on a global scale. We encourage every colleague to bring their personal best by creating an atmosphere of inclusion and equal support.  Our success is the result of diverse ideas, skills and cross-cultural understanding.

Welcome to International SOS, your world of opportunity.

Please apply online now attaching your CV in English.

www.internationalsos.com