Global Head, Operations

Job Title: Global Head, Operations

Location: London, UK

Division: Integrated Risk Management

Reporting to: Senior Vice President, Global Operations & Intelligence

Job Summary

Global Head, Operations plays a pivotal role in delivering on this mission by providing strategic leadership, driving operational excellence and fostering innovation across our global operations.

Key Responsibilities

• Leadership & Innovation
  • Overall leadership of Crisis24’s Global Operations Coordinators, Medical Specialists and Heads of Medical Operations globally.
  • Drive Crisis24’s vision, core values and strategic goals in line with other functional and business leadership across the globe.
  • Foster a culture of innovation and excellence in close collaboration with functional counterparts in Crisis24’s Global Operations and Intelligence leadership teams.
  • Ensure Medical Operations are part of all relevant operational enhancements and innovations.
  • Enhance Global Operations through the systematic inter-operability of the full breadth of Crisis24 and GardaWorld’s capabilities, ensuring alignment with strategic priorities.

• Operational Excellence  
  • Ensure the highest level of operational standards and consistent, quality service delivery.
  • Drive a culture of continuous improvement in line with industry leading Quality Management System (QMS).
  • Serve as the chief functional point of Medical Operations and Crisis Management escalations.
  • Provide technical support to the Global Head of Training to continue to enhance our Global Operational training program.

• Client Relationship Management
  • Develop new and maintain existing client relationships with key global clients and partners to ensure customer centricity remains at the heart of Global Operations.
  • Anticipate client needs and industry trends to exceed client expectations through tailored operational delivery.

• Team Development
  • Enhance and lead a high-performing  team, fostering a culture of accountability, professional development, and employee engagement.
  • Recruit, mentor, and develop talent to support the growth of Global Operations.
  • Continue to foster the highest standards of accountability, team work and resilience throughout the Global Operations team.

• Compliance and Risk Management
  • Ensure compliance with all relevant laws, regulations, and company policies.
  • Mitigate risks associated with Global Operations and implement risk management strategies.
  • Protect the data and systems of Crisis24 and its stakeholders by adhering to information security policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Knowledge, skills, and experience:

Required

• Exceptional leadership and team-building skills with the ability to inspire and motivate teams to achieve results.
• Excellent English, written and verbal communication skills.
• Demonstrated leadership success in a cross-cultural context.
• Proven track record of at least 10 years in regional and global operational leadership roles within a Medical Assistance or related industry.
• Experience working in 3 or more countries including challenging risk environments.
• Experience managing major crises.
• Demonstrated execution of major change management initiatives.
• Strong client focus and commercial acumen.  
• Ability to work collaboratively with cross-functional teams in a matrixed organization.
• Deep knowledge of Medical Operations, including Medical Assistance industry trends.
• Strong analytical and problem-solving skills.
• Willingness to travel as required to meet business needs.
• Qualification in Medical, Security, Intelligence, business or other related field.

Preferred

• Proficiency in other languages.
• Advance degree in medical/health related, International Relations, security, intelligence, business or other related field.
• Qualifications in Crisis Management and Business Continuity.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. The company reserves the right to change, amend, or revise any aspect of this job description at its discretion.