Assistance Director
Department: Assistance
Reports to: Chief Claims Officer
Location: Richmond, BC
Who we are
At TuGo, we’re committed to helping travellers and partners have better experiences. To sum it up: We help—however we can. That’s why we’re one of Canada’s leading travel insurance providers and a Canada’s Best Managed Company!
We’re a team of specialized experts, dedicated to first-class customer service and claims assistance. We’re looking for an Assistance Director to join our team, in our Richmond, BC office.
TuGo is privately owned with headquarters in Richmond, BC. We have over 170 employees in offices across Canada.
What you'll do
- Design and build our Assistance Team capabilities through planning, staffing, and structure and process improvement.
- Work with the Managing Director and fellow directors to establish Assistance Team SLAs and performance targets and to measure and report on performance against targets. Responsibilities include attending weekly Claims Operations meetings.
- Manage our physician consultant group to ensure the most effective use of medical expertise.
- Develop partnerships with external assistance suppliers and related internal teams to create the most efficient and effective team possible.
- Implement customer experience focused best practices to support our brand promise.
- Utilize technology solutions wherever possible to provide the best customer experience possible.
- Implement and manage a dynamic training program for team members and others involved in assistance, with collaboration and support from the Learning Centre Team.
- Ensure departmental conformity to current ISO 9001 standards.
- Perform case management and assistance duties as needed.
- Create a high performing, engaged team by effectively using performance management.
- Collaborate and communicate effectively with all other teams.
- Responsively and effectively handle escalated issues.
- Improve customer experience in all aspects of the department; innovate to improve workflow, document processes, and ensure back-up is always available.
- Promote and model TuGo culture, values, and brand promise in planned, measurable ways.
- Promote a learning culture by supporting team learning opportunities and by building your own professional and technical expertise.
- Other duties as required.
What you'll bring
- Degree in a business, healthcare, or related discipline
- Insurance industry or related experience with a focus on emergency assistance
- Significant leadership experience
- Demonstrated strategic planning experience
- Strong data analysis and problem-solving skills
- Diplomatic, tactful, & persuasive with strong customer service skills
- Knowledge of International travel insurance industry
- Knowledge of US healthcare industry
- Excellent written and verbal English communication skills
- Able to collaborate effectively with stakeholders at all levels in the organization to achieve results
- Successful project planning and organization skills
- Proficient in MS Office Suite and a champion of new software solutions
- Well-developed analytical, problem-solving, and decision-making skills
- Able to consistently live our values of being purposeful, achievement-oriented, cohesive, evolutionary and treating others as you want to be treated
- A passion for continuous learning and professional achievement
- Demonstrated ability to understand and lead a customer experience focus
- A passion for travel
Apply to TuGo
If you’re passionate about providing better customer experiences, and this position fits your career plan, send your resume and cover letter to: careers@tugo.com
How to Apply
To apply for any position, send your cover letter and resume to us:
Mailing Address
Human Resources - Careers
TuGo
11th Floor - 6081 No.3 Road
Richmond, BC, V6Y 2B2
