Operations Manager - Travel Assistance

Are you ready for an adventure in Travel Assistance?

At World Travel Protection (WTP), protecting people is our priority. We take care of corporate and leisure travellers, helping them avoid risks before they escalate and providing them with immediate access to the right experts when an emergency happens while travelling.

Our extensive experience in global travel risk management positions us as the go-to-choice for travellers worldwide. Trusted by globetrotters, corporate risk managers, and organizations around the world, we specialise in preparing travellers for potential threats and offering assistance when they need it most.

WTP is part of Cover-More Group, the third largest provider of travel insurance and assistance in the world, operating in 16 countries across five continents from New Zealand to the USA.

WTP & Cover-More Group are a subsidiary of Zurich Insurance. WTP operates in a niche space within Zurich and Cover-More Group, providing Travel Risk Management services on behalf of our clients to travellers worldwide.

So, what’s our mission?

Protecting travellers and supporting those responsible for their safety is our business. We operate 24 hours a day, seven days a week from our 3 operation centres in Australia, Canada, and the United Kingdom, responding to the cries for help we receive from travellers across the globe.

So, what’s the job?

The Operations Manager will lead a focused team of Assistance Case Managers within a culture of best practice, providing day to day operational management within the Assistance department and oversight of the assistance platform.

• You'll oversee the operational performance of the Assistance platform for Canada in line with business performance SLA’s.
• You'll have ultimate responsibility for workforce planning, including forecasting, rostering, and resourcing.
• You'll ensure effective strategic financial management, including budgeting, accurate forecasting, operational efficiency, and financial management reporting as required.
• You'll enhance and sustain the department’s productivity by ensuring the efficiency of non-clinical processes and procedures.
• You'll manage team performance, including leadership, productivity, achievement of KPI’s, behavior and role expectations, compliance, and general operational performance.
• You'll handle non-clinical complaint management, including investigation, review of response drafts, stakeholder management, and support for internal root cause analysis and resolution.
• You’ll play a part in supporting new client onboarding in consultation with Client Services Leader.
• You’ll be responsible for the management of all HR items and performance management issues for direct reports and work closely with the P&C team on HR-related matters.

And what are we looking for?

• You'll have proven strong leadership skills with at least 3 years’ experience in people management.
• You'll possess a high level of critical thinking and problem-solving skills.
• You'll have the ability to deal with clients and providers at all levels and translate client needs into high-level professional operational service delivery.
• You'll demonstrate a high level of coordination and organisational skills in a customer-focused environment.
• You'll show a demonstrated ability to work proactively with staff to constantly identify areas for improvement within the operations and the organisation as a whole.
• You'll have previous experience in managing a travel assistance platform or similar.
• You’ll be available to work across a 7-day rotating roster, between 6am-11pm, with weekday shifts at our Toronto Command Centre at First Canadian Place (with occasional after-hours and on-call rostering as needed)
• More than anything else, you’ll have a passion for helping others and a desire to save lives.

So, why choose us?

We value optimism, caring, togetherness, reliability and determination.

We have more than 1500 employees worldwide : we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals.

We share a global mission to look after travellers, at every step of their journey.

Career growth. This is an extremely exciting time for us at World Travel Protection, as we are rapidly growing our business around the world.

We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.

Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular vacation leave (everyone starts with 4 weeks), along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.

Investing in your health, and your future. We offer a competitive medical insurance package and company-matching pension contributions.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.