International SOS is the world’s leading medical and security services company with over 12,000 employees working in 1,000 locations in 90 countries. International SOS Government Services administers the TRICARE Overseas Program providing high-quality, accessible health care services for U.S. Military service members, family members, retirees, and other eligible beneficiaries overseas.
About the role
We are currently looking for a Senior Operations Manager to lead and manage the operational service delivery of our TRICARE Overseas Program in South East Germany. This vital role will be to secure and sustain successful and consistent results by leading, managing and promoting a culture of high performance to meet or exceed contractual requirements. In addition they will integrate and streamline operational practices across functional lines to positively impact clinical quality outcomes, the patient experience and our workplace environment.
Local and international travel will be required up to 50% of the time.
Key responsibilities
1. Leads, coordinates, and drives the overall operational performance and contractual KPI deliverables for consistent, positive service delivery across SE Germany.
2. Directly responsible for promoting a culture of high performance, strict operating procedures and continuous process improvements to produce sustained results across entire remit.
3. Accountable and responsible for all aspects of operational planning and service delivery execution, including processes, procedures, Service Level Agreements (SLAs), quality controls, safety/risk measures and resolution of provider and patient issues, in collaboration with relevant teams.
4. Develops strong partnerships, procedures, communications and operational agility with the field-based TOP programs to positively impact clinical quality outcomes, the patient experience and to meet/exceed contractual performance consistently in TRICARE Prime (12 locations) and TRICARE Prime Remote locations throughout SE Germany.
5. People management of remote functional teams working across multiple locations across SW Germany, with a focus on enabling recruitment, induction, performance, development, reward, L&D, talent and retention activities.
6. Ensures budgetary cost controls and people and performance management are delivered in line with the HR & our People Agenda.
7. Drives end-to-end value for sustained, scalable performance, develops talent management and retention strategies to ensure overall client trust and satisfaction.
8. Implements corrective action plans to solve organizational or departmental problems.
9. Develops strong collaborative relationships with senior management stakeholders to include the provider network (individual network providers, hospitals, clinics, etc.), the 12 Military Medical Treatment Facility Directors and as needed, the associated TRICARE Area Office – EA.
10. Directly contributes to the development of a strong workplace culture, aligned to International SOS values and continuous improvement plans.
11. Oversees assigned portions of government audit reviews on site at designated locations, ensuring quality and successful audit outcomes are obtained.
About you
12. 6-10 years of team and performance management experience at a senior level preferred
13. Strong senior-level client facing experience with the ability to communicate with and influence key external and internal stakeholders at all levels
14. Experience of operational delivery with large contract management, client facing management of dispersed teams of subject matter expertise, Customer and/or Client Services
15. Prior experience in the public sector or working with government contracts is a plus
16. Evidence of Senior leadership positions and successful delivery / results
17. Change management experience
18. Experience/evidence of managing large projects and budgets
19. Prior working experience in the health industry, at a department head or senior management level, preferred.
20. Track record of successful leadership, coaching and development of multi-cultural teams
21. Postgraduate Degree in Health Care Administration, Business, Public Health or related health care field
22. MBA Degree is a plus
23. Excellent level of English, written and spoken
24. Excellent level of English, written and spoken
25. Good command of German (minimum B2), written and spokenGood command of German (minimum B2), written and spoken
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At International SOS, we offer a great working environment, thanks to our commitment to flexible working, diversity, and development. We encourage every person to be their personal best by creating an environment of inclusion, equality and support.
International SOS has been recognised as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2024.