Operations Supervisor
5 days ago
For over 30 years, APRIL International Care has been specializing in international health insurance solutions. We design, distribute, and manage insurance plans and assistance services for individuals and businesses. With teams across Asia, Europe, and the Americas, we look after our members wherever they are to make sure they have access to the best care.
We are part of the APRIL Group, a global insurance specialist with 2,300 staff in 16 countries
**Key Responsibilities**:
- **Team Management & Leadership**:
- Supervise and support Assistance Coordinators to ensure efficient case handling.
- Monitor workload distribution and assign tasks effectively.
- Provide training and coaching, developing a strong and independent team.
- Foster a culture of accountability, problem-solving, and continuous improvement.
- Support the OPS Supervisor/Manager/Head of Assistance to ensure business continuity
- Organize the planning to ensure appropriate team coverage to support the continuity of the business.
- **Operational & Case Coordination**:
- Oversee medical assistance cases, ensuring timely and effective service.
- Make real-time decisions on escalations, coordinating with in-house doctors, nurses, cost containment, accounting, and shareholders.
- Ensure smooth case execution and high client satisfaction.
- Handle complex cases autonomously and participate in the workload during high season
- Highlight the case description and ensure successful morning briefing.
- Monitor the team’s performance against key performance indicators (KPIs) for case processing and call answering quality and take active actions to ensure that the team meets these targets.
- Ensure that all complex cases are escalated to the OPS Supervisor/Manager/Head of Assistance.
- Serve as the initial escalation point for the OPS coordinator during daily operations.
- **Business & Financial Responsibilities**:
- Prioritize **profitability and activity expansion** while maintaining quality service.
- Approve service charges within authority limits and oversee invoice reconciliation.
- Provide eligibility within authority on our in-house Medical Assistance Program Benefits
- Identify operational inefficiencies and propose scalable solutions.
- **Crisis & High-Pressure Management**:
- Maintain composure and quick decision-making in urgent medical situations.
- Adapt to unexpected changes and peak season challenges (Dec-Feb).
- Find creative, outside-the-box solutions to ensure seamless service delivery.
**What We’re Looking For**:
- **Experience**:
- Minimum **5 years of direct experience** in medical assistance, emergency response, or related fields.
- **Skills & Mindset**:
- Strong leadership and ability to inspire and empower the team.
- Highly **service-minded**, with a commitment to exceeding client expectations.
- **Solution-driven**—does not accept “no” as an answer and finds creative workarounds.
- **Self-taught, resourceful, and adaptable**—can find information independently.
- **Empathetic yet disciplined**—supports team members while maintaining high performance.
- **Languages**:
- **Native Thai speaker**:
- **Fluent in English (TOEIC 785+ required)**:
- Additional languages are a plus
- **Education & Certifications**:
- Bachelor’s degree in any related fields
- What matters is **your ability to perform, lead, and problem-solve.**
**Success Metrics - What Does a Superstar Supervisor Look Like?**
- Proactive and **always one step ahead** in handling operations and challenges.
- Thrives in **high-pressure, fast-paced environments** without losing focus.
- Empowers and **supports team members** to succeed, fostering a collaborative work culture.
- Ensures smooth **coordination across multiple teams** and stakeholders.
- Identifies **business growth opportunities** while maintaining high service standards.
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