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Embark on a Journey That Makes a Difference. At Generali Global Assistance (GGA), every day is an opportunity to help people explore the world with confidence. We're not just in the business of protection-we're in the business of adventure and peace of mind. Whether it's a backpacker trekking through the Andes, a family cruising the Mediterranean, or a solo traveler chasing the Northern Lights, we're there to ensure their journey is safe and supported. From assisting with emergency medical claims to guiding customers through trip disruptions or ID theft, your work helps turn travel challenges into stories of resilience. Set Sail on a Career Path to Success. Our teams value curiosity and collaboration while priding ourselves on fostering a welcoming and inclusive atmosphere for our employees. Elevate your journey through our internal programs, including: Diversity, Equity, and Inclusion (DEI) Committee Career pathing and Individual Development Plans Internal training and intern opportunities Women in Business Mentorship Program Employee awards and recognition Education and professional development assistance program Passport to Perks Includes: Generous Employer contribution for health, dental, and vision insurance Paid Maternity and Paternity Leave Scholarship Program for Employee Dependents Company match on 401k Employee Assistance Program (EAP) Company paid short-term and long-term disability insurance Company paid life insurance Voluntary Pet Insurance Voluntary Legal Benefit Discounts on travel insurance Time off policies including vacation days, sick days, personal days, holidays and volunteer days (VTO) Your Role on the Expedition: Responsible for the day-to-day operations of the GGA Travel Assistance department, including the provision of effective, quality-driven assistance services to our customers. Responsible for workforce management, performance management, quality management, and knowledge management within an environment of 30+ employees. Works closely with?the Medical team, Claims teams and other internal and external stakeholders. This role reports to the Director of Customer Service. Chart Your Course: Manage the day-to-day operations of Travel Assistance, including the provision of effective, quality-driven assistance services to our customers Partners closely with Travel Assistance Medical team, working together to establish processes with smooth handovers and focus on customer experience and safety Partners with the Europ Assistance group's Travel/Medical Assistance team leaders to identify improvement opportunities and contribute to process development Maintain close management of operational tasks to deliver timely service and positive case outcomes Manage staff; define and assign work; monitor activities; and evaluate the performance of all offerings and/or services provided by Travel Assistance Execute against established key performance indicators (KPIs) to achieve department objectives in regard to quality, productivity, and team performance to ensure that they adhere to expected process and timeline according to company objectives Provide coaching and guidance to staff and promote staff training and development. Oversee regular coaching sessions to review escalated calls/cases, training opportunities, and individual performance metrics Monitor individual performance metrics and team performance reports daily, weekly, and monthly to ensure that productivity and quality objectives are met Manage the development, tracking, and reporting of key performance and productivity measurements for the department Support with the processing of Travel Assistance claims Build and maintain vendor relationships Act as an escalation point for sensitive customer and partner issues, including the management, investigation, and resolution of escalated incidents and complaints, escalating to the Director of Customer Service when necessary Manage regular quality control reviews on active and inactive cases Generate monthly reporting on call and case management statistics and quality data at senior management meetings and client meetings as required Identify and address staff training and coaching needs and partners with Ops Development to create training for new TA staff and provides ongoing training for CSD team members when needed Perform annual performance reviews for Supervisors and Assistance Coordinators Guide and offer recommendations to the Director, CSD as to changes in personnel, hiring, employee development, quality, performance, productivity, and adherence to company values and objectives Motivate staff, create a culture of excellence and promote a can-do attitude within the department Stay informed of relevant processes and procedures by periodical training Perform other responsibilities and assignments as assigned Your Ticket to Success: Required Qualifications: High School Diploma or Equivalent (GED) required. Prior knowledge and experience in healthcare, travel insurance and multi-lingual Assistance/Call Center environments. Professional and experienced Medical Network Management skills with deep local and cultural knowledge Minimum 5 years of prior experience Prior experience in ISO or other Quality Assurance Management programs is highly desired Excellent verbal and written communication skills and ability to manage and prioritize multiple tasks. Excellent interpersonal skills necessary to interact positively with partners, providers and professional staff. Must represent the organization in a professional and knowledgeable manner Has strong customer service focus, decision making, planning and organizing skills Preferred Qualifications: Multilingual with excellent English language skills preferred Bachelor's Degree in Management and Organizational Development or equivalent work experience Position Coordinates: This is a hybrid role based out of our Pembroke Pines, FL office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week. Time for Take-off: While there is some flexibility in the hours, this position will be Monday-Friday during regular business hours (approximately 8:00am-5:00pm). Occasional overtime may be required according to business need. One team. Every destination. Generali Global Assistance is proudly part of the Europ Assistance Group and our products utilize a number of corporate and product brands. The brands for our North American team include the following: CSA: US travel insurance brand for retail, tour operator, cruise and lodging partners. Learn more here. Generali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products. Learn more here. GMMI: the industry standard for global medical cost containment and medical risk management solutions. Learn more here. Iris, Powered by Generali: identity and digital protection solution. Learn more here. Explore new horizons - apply today! Don't meet every single requirement? At Generali Global Assistance, we are dedicated to building a diverse, inclusive and enriching workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. California Residents - Privacy Notice for California Residents Seeking Employment with Generali Global Assistance is available here: *************************************************************************************************** The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company's Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.