VP Operations – Travel Insurance Market

Job Description

Are you passionate about Travel Insurance and making a difference when it matters most for the travelers? Are you a people person with superior leadership skills who has a knack for delivering operational excellence and driving engagement?

Are you interested in joining a global independent company that has a large Canadian market share in this niche domain? Are you motivated by personal and professional development?

We would love to meet you!

Global Excel Management works with Canadian and International Insurers as well as prestigious brands, and provides services to individuals who have purchased a travel insurance policy and need assistance on their trip or to process a claim.

The VP of Operations is responsible for establishing a clear vision, ensuring client satisfaction and appropriate care, optimizing operational efficiency, ensuring cost management and profitability, while developing a strong leadership base.

What are you most passionate and experienced in? The Case Management department is responsible for prompt delivery of high-quality, cost-efficient case management for inpatient and complex outpatient cases for North American underwriters.

The Claims Management department includes various administrative activities, bill processing and recovery functions for travel medical, non-medical, and property and casualty insurance sectors.

What does your typical day look like?

• Develop and communicate a vision for the function that is aligned with the Global corporate vision, and establish service standards including common processes and tools across the different sites;
• Prepare, implement and achieve the annual operating plan within budget, prepare and propose a long-term forecast and capacity plan, and develop, sign-off and achieve client SLAs;
• Establish global metrics and support the development of new services and client implementation strategies in collaboration with other departments;
• Ensure that our client's contractual commitments and quality standards are managed and met, and successfully manage and report the day-to-day operations productivity and performance index;
• Oversee strategic projects and initiatives, in collaboration with the Canadian leadership team and our Global operations team, as well as develop and execute on our digital transformation roadmap and initiatives;
• Create, develop and lead a high performing leadership team, as well as ensure the alignment of plans, cascade of objectives and coherence of communication throughout the organization;
• Foster and promote an empowerment and continuous learning environment, lead change, as well as facilitate ongoing and frequent communication of business strategy and results to employees.

What skills and training do you need?

• Travel insurance industry knowledge and travel insurance underwriting / policy knowledge;
• Understanding of North American and International health care systems is considered a strong asset;
• Minimum of 10 years of claims management, case management or contact center experience in senior leadership positions;
• Bachelor's degree in administration or customer service (or relevant experience);
• Medical education could be an asset;
• Bilingualism considered an asset (French and English). English is used daily, particularly to conduct meetings with other departments in our various sites, whether in Ontario, Miami, Mexico or elsewhere, and to implement projects throughout our different sites, including those outside Canada;
• Location in Windsor (ON), Montreal (QC) or Sherbrooke (QC), hybrid model;
• Availability to travel to achieve business goals;
• Strong customer focus and proven customer advocacy;
• Compelling communication at all levels of management and staff;
• Ability to think strategically, make sound decisions, and solve problems in a fast-paced work environment;
• Coach, develop and mobilize a high-performance team.

We offer you

• Global Excel offers more than a position;
• We offer a professional future with a competitive compensation including base salary, performance bonus and benefits;
• Please reach out to your local HR department if you would like to know more about benefits offered in your site.

To get a taste of the Global Excel life and for more information on our company, visit our Facebook page and website :

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