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    Vice President, Corporate Quality - Windsor, ON, Canada - Lock Search Group

    Lock Search Group
    Lock Search Group Windsor, ON, Canada

    1 week ago

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    Description

    Our client, a major global player in the travel insurance industry, is seeking a Vice-President - Case Management who will be 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.

    Cross Site Alignment and Load Sharing Strategy (30%)

    Develop and implement a strategy for cross-site claims management, including common processes and tools for the Canadian Claims teams.

    Optimize and leverage all of GEM's BPO site to optimize services & cost.
    Establish global metrics and service standards for Case Management.
    Support the development of new services and client implementation strategies in cooperation with other departments.
    Develop and communicate a vision for the Claims Management function that is aligned with the Global corporate vision.
    Establish service standards for Case Management.

    Conduct trend analysis on travel patterns and collaborate with other sites and assistance partners to ensure our global coverage.

    Oversee strategic projects and initiatives.

    In collaboration with the Canadian leadership team and our Global OPS team, develop and execute on our digital transformation roadmap and initiatives.

    Implement and manage staffing costs within budget.
    Ensure a thorough Quality Management plan is established, enhanced, and aligned with Global OPS governance.
    Ensure that our client's contractual commitments and quality standards are managed and met.
    Successfully manage and report the day-to-day operations productivity and performance index in Case Management (Key Performance Indicators).
    Ensure Business Continuity Planning (BCP) for global processes across sites; coordinate cross-site updates, maintenance and execution as needed.

    Effectively partner and link with other operations departments and global / support functions regarding Case Management delivery, optimization, and development.

    Ensure successful new service and client implementation within own organization in cooperation with global functions.
    Ensure Case Management function profitability and efficiency.
    Establish the right processes and tools for planning and performance reporting, tracking and management.
    Bachelor's degree in administration or customer service (or relevant experience).
    Minimum of 10 years of case management and contact center experience in senior leadership positions.

    Medical education or experience:
    an asset
    Bilingualism considered an asset (French and English).
    com, taking care to include " Vice-President - Case Management " in the subject of your email.
  • Lock Search Group

    Vice President, Corporate Quality

    1 week ago

    Lock Search Group Windsor, ON, Canada

    Our client, a major global player in the travel insurance industry, is seeking a Vice President - Claims Management who will be responsible for the prompt delivery of high-quality claims administration. In this role, you will lead and develop the Canadian Travel Claims Management ...

  • Lock Search Group

    Vice President, Corporate Quality

    1 week ago

    Lock Search Group Windsor, ON, Canada

    Welcome back Sign in to save Vice-President - Case Management at Lock Search Group . · Our client, a major global player in the travel insurance industry, is seeking a Vice-President - Case Management who will be responsible for establishing a clear vision, ensuring client satisf ...

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