Job Description

We are seeking a Head of Medical Assistance to join us to be responsible for leading the travel assistance and medical repatriation services, ensuring that clients receive timely and effective medical support during their travels. This role involves strategic oversight, coordination of medical services, and supervision of nursing staff in collaboration with the Chief Medical Officer (CMO) to deliver high-quality care in emergency situations.


This role is based in our Redhill office on a hybrid basis.

What you'll be doing:

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1.Leadership and Management:

Lead and manage the medical assistance team, providing guidance, training, and support to ensure optimal performance Develop and implement departmental policies and procedures to enhance service delivery and operational efficiency.

2.Strategic Planning:

Collaborate with COO to define the vision and strategic objectives for the medical assistance department Analyse best practices and client needs to identify opportunities for service improvement and high standard for medical assistance.

3.Operational Oversight:

Oversee the day-to-day operations of the medical assistance services, ensuring timely and effective responses to client needs Monitor and evaluate service delivery metrics to ensure compliance with quality standards and regulatory requirements Monitor the reserving process and the related adjustment and closure in line with the finance policies

4.Client Relationship Management:

Serve as the primary point of contact for key key partners, clients, addressing inquiries and resolving issues related to medical assistance services Build and maintain strong relationships with partners, group network, emergency services, and other stakeholders.

5.Crisis Management:

Lead the response to medical emergencies or escalation, coordinating with internal teams and external partners to ensure a comprehensive and effective approach Develop and implement crisis management protocols to prepare the team for various scenarios.

6.Training and Development:

Identify training needs within the team and provide opportunities for professional development Conduct regular training sessions to keep the team updated on best practices and industry standards

7.Reporting and Analysis:

Prepare regular reports on the performance of medical assistance services, identifying areas for improvement and implementing necessary changes Analyse data to assess the effectiveness of services and inform strategic decision-making.

What you'll bring:

Experience of building a team, leading and improving an organisation's capability High level of drive and motivation to ensure successful delivery of initiatives and support drive change across the business Experience preparing and presenting business reviews and strategic information at an executive level Evidence of strategic planning, analytical and execution skills with an ability to assess and communicate priorities and drive actions and delivery through others Proven ability /experience in Operational resilience , regulatory controls and Risk management Mindset to create a culture of change and champion it across the business Strong business acumen with an understanding of large financial services organisations and their leverage points Resilient and tenacious with a strong propensity to persevere in a fast paced, changeable environment

What we offer:

By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone's skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.

Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.

Who we are:

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We're AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection - with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive - offering solutions and services that make sure we're always at people's side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we're always looking at new ways to offer seamless and reassuring experiences when it really matters.

Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)