Global Quality Manager

at  CoverMore

DESCRIPTION:

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?
To critically evaluate the ‘as is’ business practices and identify gaps through a sustainable Quality Strategy
Analyse options and work with function/process owners to close gaps and improve efficiency and customer experience
Design and advise on appropriate quality tools to drive process performance and identify areas for correction and improvement
In liaison with operations team, kick start, maintain and update processes through a process review cycle that accurately reflects the recommendations arising
Proactively work with the training team to identify training and coaching needs and enable delivery where appropriate through coaching delivery directly by the Quality team
Champion and drive a culture of quality and ongoing continuous improvement across the operational platform
Develop a quality framework for pre-travel advice, during travel assistance, medical and security services that has clear links to WTPs values and enables on-going coaching and training for continuous development
Develop, implement, and monitor an annual quality interventions plan in liaison with operations, inclusive of an audit of all WTP protocols, processes, and procedures
Develop an ISO 9001 compliant quality framework and lead the work in obtaining this certification and any relevant future one to enhance WTPs industry reputation
Develop quality and service improvement reporting mechanisms and forums with well-structured and actionable data that holds all departments responsible for their delivery and allows the prioritisation of customer journey and case manager journey impacting initiatives
Work alongside the clinical and non-clinical governance and risk management functions to develop and maintain operational initiatives and highlight best practices to mitigate business risk
Ensure compliance to and effective communication of regulatory and legislative obligations
Monitor and support the management of business’ complaints leading major case reviews where a significant complaint has been received
Work with the team to effectively implement agreed action plans arising from Customer feedback, complaints and dissatisfactions
Lead a culture of continuous development and improvement and support operational management in ensuring adherence to policies and procedures
Facilitate the monthly risk review meeting and provide trend analysis on complaints, incidents, and risks including any near misses
And what are we looking for?
Communication and interpersonal skills, ability to work and communicate at all levels of the organisation
Demonstrable experience in using analytical skills for problem-solving, looking for best practices to find balanced solutions
Demonstrable planning and project management skills, with focus on prioritisation, quality of output and meeting deadlines through conflicting priorities
Experience in using persistence and the ability to influence others, as the driver of quality, you will need buying from departments who can influence processes, tools or outcomes
People Management experience, with the ability to lead and motivate a team
Strategic approach to work, using WTP strategy to lead prioritisation and communicating upwards
Experience in facilitating, embedding and communicating change
Numerical and statistical analysis ability, to make data driven decisions
Experience in the implementation and maintenance of regulatory frameworks in the corporate environment, e.g. ISO 9001 Framework
Preferably, understanding of medical terminology and the travel industry
Preferably, tertiary qualifications in a health-related, security-related or travel-related field
So, why choose us?
We value optimism, caring, togetherness, reliability, and determination.
We have more than 1500 employees worldwide: we are 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.
Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.
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 annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.
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.

Please refer the Job description for details