Assistance Team Leader (Insurance)

TL;DR

Assistance Team Leader (Insurance): Managing the delivery of 24/7 medical assistance services with an accent on team performance and SLA compliance. Focus on coaching Case Managers, optimizing operational workflows, and ensuring adherence to FCA/FOS regulations.

Location: Remote

Compensation: Competitive salary + 5% performance bonus

Company

hirify.global provides international private medical insurance and specialized assistance services.

What you will do

• Oversee 24/7 assistance service delivery, monitoring call performance, productivity, and inbox management.
• Ensure consistent achievement of client SLAs, KPIs, and contractual objectives.
• Lead, coach, and develop a team of Assistance Case Managers and Administrators.
• Manage operational oversight, including system set-up, documentation, and task prioritization.
• Collaborate with management to resolve service issues and implement process improvements.
• Support Finance with month-end data validation and operational reporting.

Requirements

• Minimum 2 years’ experience in assistance or insurance at a Team Leader or Case Manager level.
• Strong leadership, people management, and communication skills.
• Understanding of FCA/FOS regulations and general insurance principles.
• Experience in claims practice or assistance environments.
• Proficiency in using multiple operational platforms.

Culture & Benefits

• Fully remote working model.
• Comprehensive health benefits including Bupa dental and Health Shield cash plan.
• Financial security via Royal London pension and death in service benefit.
• Generous leave policy: 22-30 days holiday, bank holidays, and birthday/Christmas Eve off.
• Travel insurance and paid volunteer days.
• Structured training and ongoing professional support.