Operations Support Specialist

Role: Operational Support Specialist

Company: IMG / Global Response
Location: Remote or Hybrid [Cardiff or Redhill]

Hours: 37.5 hours per week
- International Medical Group provides medical assistance and claims handling services to travel insurance policy holders and corporate clients across the globe. Our UK-based operations centre provides round the clock medical assistance to policy holderswho suffer injury or illness while travelling overseas, and our dedicated claims team handles a huge range of travel claims from lost luggage to pet care._
- Join our team as our Operational Support Specialist _

Knowledge Skills Abilities
- Qualifications in a technical field such as information technology or computer science; or experience in a technical role such as a business analyst, technical project manager, data analyst, etc.
- Organised, self-motivated, customer oriented and able to work independently as well as within a team.
- A high attention to detail with an analytical approach to work and excellent problem solving skills.
- A proven ability to prioritise and complete conflicting projects and business undertakings in a timely manner.
- A familiarity with project management and software development life cycles - particularly Agile.
- Knowledge of call centre and claims operations (travel insurance or medical insurance experience would be particularly relevant).
- A high level of computer literacy and experience with a range of software (Microsoft Office, general CRM systems, etc.); expertise with Excel would be extremely beneficial.
- Knowledge/experience of querying databases (MySQL, MS-SQL, etc.) is not necessary but would be beneficial.

**Responsibilities**:

- Works with and analyses large data sets from various IMG systems and shares findings with other operational managers in an appropriate format; i.e. reviewing telephony data against SLAs and KPIs, etc. and presenting/explaining this data in a user friendlyway.
- Acts as an owner of systems and processes where required (e.g. may help with managing users and/or act as an administrator for the call centre system, may manage the running and sending of SLA/KPI reports to key people, etc.).
- Proactively reviews existing operational processes and data and looks for areas where data validation and integrity can be improved.
- Seeks opportunities to streamline and automate business processes through improvements to systems and data (as well as RPA where suitable) to improve the overall customer journey.
- Supports or acts as an embedded business analyst helping to gather and document business requirements, etc. in order to communicate those to the teams that will be carrying out work (development, infrastructure, marketing, etc.).
- Supports operational projects, ensuring that work is prioritised and completed appropriately to ensure an optimal customer journey.
- Liaises between operational departments and other areas of the business such as finance, development, etc.
- As well as working with the business intelligence team to have bespoke operational reports built, may also run SQL queries to pull data on an ad-hoc basis.
- Works with external clients to assist with the implementation of new contracts and requirements as well as managing the ongoing relationships with clients (both internal and external).
- May act as a proxy to the Head of Business Solutions where required (providing cover for leave, acting as a representative in conflicting meetings, etc.).
- Along with ongoing duties, will receive specific project assignments from the Head of Business Solutions and will be expected to work independently to research and implement solutions.

What are you waiting for? We can’t wait to meet you

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protectedcharacteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.
- IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, genderidentity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law._