Director of Operations, TRICARE Overseas Program

Job description

Essential Job Duties and Responsibilities: At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities. Now, we’re looking for talented individuals to join our team and make a difference. The Director of Operations, Tricare Overseas Program will provide strategic leadership and oversight for multi-channel customer service and beneficiary support operations, ensuring exceptional service delivery, operational excellence, and achievement of key performance objectives. This role is accountable for leading high-performing teams responsible for enrollment services, customer support, and beneficiary engagement while driving a best-in-class customer experience across all communication channels. The Director of Operations will champion process optimization, standardization, compliance, and continuous improvement initiatives to enhance efficiency, consistency, and service quality. This leader will also develop and execute customer self-service strategies, leveraging digital tools and technology-enabled solutions to improve accessibility, increase customer satisfaction, and deliver cost-effective, high-impact service experiences. Through data-driven decision-making and strong cross-functional collaboration, the Director will foster innovation, operational effectiveness, and outstanding customer outcomes. Specific Responsibilities • Drives a culture of high-quality customer experience in the Beneficiary Service Center and GFCD meeting and / or exceeding all contractual requirements and key performance indicators including telephone inquiry and written correspondence. • Across all product lines, employs industry best practices through analytical data analysis, trending, technology and insight to build capacity, improve system-wide efficiencies; standardization and compliance utilizing lean 6-Sigma methodologies and other means. • Ensures all delivery teams are appropriately staffed with capable qualified employees, with appropriate recruitment, deployment and retention efforts. • Creatively fosters an environment to motivate employees to their highest performance. Establishes direction, coaches, provides feedback, building commitment, trust, engagement and retention. • Collaborates and strategically partners with internal stakeholders to achieve end-to-end process efficiencies, standardization and full contract compliance. • Proactively forecasts beneficiary call volumes and deploys appropriate workforce coverage. • Ensures each team member is well equipped and adeptly trained (procedurally and technically) to keep pace with TRICARE requirements and changes to fully perform one’s tasks and to readily meet contractual requirements. • Fosters a strong and robust relationship with the client. • Partners closely with associated third-party vendors for customer excellence, quality and accuracy Required Skills and Knowledge • Customer focus - actively listens and seeks information; identifies customer/client need and checks understanding; develops relationships with key customers/clients; confident in building relationships at all levels. • Leading others – Decisiveness and attention to detail, establishes clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner. • Communication/Interpersonal – Exceptional EQ skills; builds appropriate rapport; listens; builds constructive and effective relationships; uses diplomacy and tact; can diffuse high-tension situations comfortably. • Managing and Measuring Work -Clearly assigns responsibility for tasks and decisions; sets clear objectives and measures; monitors process, progress, and results appropriately; delivers timely and objective feedback on accomplishments. • Organizing - Can marshal resources to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner. • Dealing with Ambiguity - Can effectively cope with or lead change; can decide and act without having the total picture; can comfortably handle risk and uncertainty • Problem Solving/ Peer Relationships - Solves difficult problems with effective solutions; asks good questions and probes all sources for answers; can see underlying or hidden problems and patterns. • Delegation - Clearly and comfortably delegates both routine and important tasks and decisions; broadly share both responsibility and accountability; manages people to perform. Required Competencies • Contact Center/Customer Service – professional background in the above disciplines with clear previous delivery of goals and targets for clients; strong data and forecasting skills. • Talent management - Is a good judge of talent; after reasonable exposure, can clearly articulate the strengths and limitations of people inside or outside the organization. • Team building - Creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; lets subordinates present to senior management; acts as if real success is the success of the whole team; creates a feeling of belonging in the team. • Process Management – can establish, build, change and flex processes to meet or exceed service delivery requirements. • Quality, Creativity & Innovation - Is dedicated to providing the highest quality service, meeting the needs and requirements of internal and external customers; is committed to continuous improvement through empowerment and management by data; is open to suggestions and experimentation; creates a learning environment leading to the most efficient and effective work processes. Required Work Experience • At least 5 years of leadership experience in a Customer Service, Administrative Operations, or Healthcare Administration field. • Track record of successful leadership of a substantive department/s (minimum 50 staff). • Track record of quality/business process improvement. • Must have recent and relevant Contact Call Center/Customer Service experience, including use of inbound/outbound Call, Email and Chat functionalities. • Created/led/implemented Change Management programs. • Comfortable with IT, preferably with knowledge of CRM systems, telephony platforms and other contact center related technology. • Comfortable with technical policy detail and demonstrable strength and experience in translating policy into cost effective operational processes. Required Qualifications • Bachelor’s degree required • Ability to obtain ADP II clearance after accepting a position Required Languages • Excellent written and spoken English • Additional European language an advantage Travel / Rotation Requirements • Travel up to 20% domestic and international