European Business Manager 4 Travel – Emergency Services - Sussex - up to £45k + company car
To assume full responsibility for the travel operational management of the Emergency Services business. This role is based at The Group’s offices in Sussex. However, significant travel will be required throughout Europe. A core focus is the handling of emergency calls from members/customers who purchase one of The Group’s Travel Insurances. As well as front line claims the role will involve input to the breadth and flexibility of cover and ensuring resource and service providers are in place to support the operation.
The role involves working closely with many functions internally (i.e. insurance, marketing, IT, HR, operations, contact centre, finance & accounts). It also requires the development and maintenance of close relationships with a wide network of external stakeholders such as breakdown organizations, motoring organisations, insurance agencies, loss adjusters and insurance underwriters. Critically, the role also involves maintaining a strong relationship with the Company’s membership and potential customer base.
Maintaining outstanding service levels to members
Optimizing operational efficiency
Maintaining tight cost control over all elements of the business’ commercial expenditure: including up to date, accurate records of all income & expenditure
Maintain the Company’s current outstanding levels of service to members whilst they holiday overseas.
Ensuring the production of effective standard operating procedures (SAPs) including policy and assistance booklets and emergency ‘drills’ and making sure these are implemented and adhered to as and when required.
The efficient progression of emergency claims, including making and/or questioning the underwriting decisions and policy interpretations to protect the interests of members and the reputation of the Company.
The recovery of all costs and expenses where possible
That any post claim follow-up action is undertaken with due consideration to all parties
That all correspondence relating to the holiday/travel insurance policies/cover and medical screening is handled promptly and efficiently
Specifically overseeing the negotiation, contracting, and development of commercial agreements with The Emergency Service’s suppliers. The role in particular will involve overseeing the contracting of individual garages, overseas breakdown agencies, and specialist suppliers throughout Europe, Turkey & Asia.
In conjunction with the Head of Insurance Services responsibility for the specification and negotiation of rates and cover content with brokers and underwriters.
Management of additional ‘stakeholder’ relationships with regard to the Emergency Services business
Monitoring the performance & growth of the emergency services business, thus ensuring informed decision making and focused effort of the Emergency Services team.
Maintain optimum levels of staff motivation, staff loyalty and commitment
Develop appropriate performance KPIs, undertake regular performance appraisals and feedback
Undertake disciplinary hearings and employee grievance procedures as and when required amongst team members
Preparation and implementation of promotional & advertising campaigns
Development of online and offline, PR and social media campaigns
Production of online content, brochures & Emergency Services literature to a high standard
New Product Development
Responsibility for supporting the development of holiday/travel insurance cover and content, pricing and supplier service level agreements (SLAs).
Manage the Emergency Services representation at events and exhibitions, overseas site conferences, industry conferences and campsite Health and Safety bodies.
Skills and Experience
Operational management experience within a motoring breakdown organization ideally with experience in a pan-European travel and/or insurance environment
Experience leading a customer focused organization, managing customer services
Proven experience of successful team management/leadership qualities and decision making skills - planning and delegation skills
Strong leadership and motivational management skills
Creative flair with a solid business acumen
Drive and motivation to deal with a wide range of tasks and deal with conflicting priorities
Experience in dealing with customers and suppliers in a variety of situations.
Excellent verbal and written communication skills plus excellent numeric ability