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Job Description for General Manager - Travel Assistance and Claims

Job Description for General Manager - Travel Assistance and Claims - APAC




Position Summary:

The General Manager will direct all aspects of the international travel assistance and claims center(s), a 24-hour/7-day a week operation. This role is based in Kuala Lumpur, Malaysia, within the Travel Asia Pacific operations center, responsible for all APAC country Travel related servicing except for Japan. Responsibilities also include direct oversight of the Guangzhou, China travel assistance center and provision of medical support for the Okinawa, Japan center.


Functional Responsibilities:

  • Establish working relationships with local management teams in Asia to identify business needs.

  • Work with CAO to establish strategic goals and objectives based on business needs and integration with other operations centers.

  • Identify new service opportunities that align with goals and objectives.

  • Develop an annual budget and periodic financial forecasts aligned with business goals.

  • Participate as a General Manager in the Board of Directors, directing the timing and agenda of Board meetings.

  • Hire, train, motivate, develop, evaluate, and direct the claims and assistance operations management staff.

  • Establish and implement policies and procedures for internal financial and compliance controls.

  • Ensure that service center performance and service standards are met.

  • Apply human resource/employee relations policies consistently and in compliance with guidelines.

  • Implement procedural efficiencies, ensure staff receives necessary training and supervision.

  • Ensure staffing levels are adequate for 24-hour/7-day coverage.

  • Work with other service center managers to improve service delivery and standardize customer experience.

Essential Skills and Experience:

  • Bachelor’s Degree.

  • 7 – 10 years’ experience in managing complex travel claims and assistance call center operations.

  • Understanding of travel claims and assistance call center technology and systems.

  • Financial management skills (e.g., analyzing P&L statements, budgeting, forecasting).

  • Outstanding people/customer service skills.

  • Superior communication skills (listening, speaking, writing).

  • Ability to train, develop, lead, and inspire a high-functioning team.

  • Demonstrated leadership and strategic thinking skills.

  • Effective change management and problem-solving ability.

  • High degree of flexibility and high tolerance for change.

  • Computer proficiency (MS Office).

Nonessential Skills and Experience:

  • MBA.

  • International travel claims and assistance call center experience a plus.

  • Bi-lingual a plus.

Location:

Kuala Lumpur, Malaysia.

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