Director of Assistance

Job Description

Location: Healix Group, Healix House, Esher Green

We’re seeking an exceptional senior leader to join us as Director of Assistance, responsible for the global performance, governance, and strategic direction of our Assistance function.

This is a pivotal role overseeing 24/7 medical and humanitarian assistance services, ensuring safe, compliant and high-quality delivery across the full case lifecycle, from intake and triage to complex case management and clinical operations.

You’ll shape how we operate globally, driving consistency across hubs, strengthening governance, and ensuring our clients and members receive seamless, world-class support, anytime, anywhere.

Experience

What we’re looking for

• Senior leadership experience in international medical assistance or complex 24/7 operations
• Proven track record leading large-scale, multi-functional and geographically dispersed teams
• Demonstrated success owning service delivery performance and SLA recovery
• Experience operating in global, multi-hub environments with 24/7 continuity

Technical expertise

• Deep knowledge of end-to-end assistance operations, including complex case management
• Strong background in governance, risk, quality and operational control frameworks
• Experience building and evolving performance and continuous improvement models

Tools & data

• Proficient in case management systems, telephony and BI tools (e.g. Power BI)
• Strong Microsoft 365 capability and experience leveraging AI tools
• Understanding of workforce planning and operational forecasting

Stakeholder leadership

• Exceptional communication and influencing skills at executive level
• Ability to align global, cross-functional teams and stakeholders

Qualifications

• Degree (or equivalent experience) in Operations, Healthcare, Emergency Services or related field
• Leadership qualification (e.g. ILM Level 5/7) desirable

Why join Healix?

At Healix, Our Values Guide Everything We Do

• Put people first
• Think independently
• Earn trust

As Director of Assistance, you’ll play a critical role in delivering life-impacting services on a global scale, with the opportunity to shape the future of how we operate.

About The Role

What you’ll be doing

Strategic Service Delivery Leadership

• Own and drive service delivery performance across UK hub operations and the global model
• Define and embed global service strategy, standards, KPIs and governance frameworks
• Lead service recovery, ensuring sustainable performance improvements
• Ensure seamless cross-hub collaboration and 24/7 operational continuity
• Act as the senior operational lead in support of commercial activity and client delivery

Leadership & Organisational Capability

• Lead and develop a high-performing senior leadership team
• Set clear accountability for delivery, governance and outcomes
• Shape organisational design, workforce planning and capability development
• Drive a culture of performance, accountability and continuous improvement

Governance, Quality & Risk

• Establish robust, auditable operational governance frameworks
• Ensure strong oversight of safeguarding, data protection and risk controls
• Drive consistent, high-quality outcomes across all operational stages
• Reduce failure demand and proactively address systemic issues

Performance, Insight & Reporting

• Own the global performance framework (KPIs, SLAs, quality measures)
• Leverage MI and data insights to prioritise operational interventions
• Provide executive-level reporting on performance, risk and improvement plans

Global Collaboration & Systems Leadership

• Drive standardisation across hubs, processes and service delivery controls
• Partner with clinical, technology and operational teams to optimise delivery
• Ensure enabling systems support reliable, scalable service delivery
• Align with client and internal stakeholders to manage operational complexity

Continuous Improvement & Transformation

• Sponsor and lead continuous improvement across Assistance Operations
• Ensure operational readiness for change across clients, geographies and services
• Govern structured, controlled delivery of change initiatives

Financial Stewardship

• Oversee cost-to-serve, efficiency and operational financial controls
• Ensure disciplined governance of operational financial risks and approvals

Skills Needed

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Required Criteria

• Senior leadership in 24/7 global operations Proven experience leading large-scale, multi-site or multi-hub operations within international medical assistance or similarly time-critical environments, with accountability for service delivery outcomes and SLA performance.
• End-to-end assistance / complex case operations expertise Deep understanding of case lifecycle management (intake, triage, active case management, clinical escalation, evacuations/repatriations) and the ability to govern quality, risk and decision-making in high-stakes scenarios.
• Operational governance and performance leadership Strong track record of establishing robust governance frameworks, KPIs, and service controls, including driving service recovery, continuous improvement and consistent cross-hub delivery.

Desired Criteria

• Data, systems and insight capability Experience using MI/BI tools (e.g. Power BI), case management systems and telephony platforms to drive performance, reporting and operational decision-making.
• Workforce planning and operational design Exposure to capacity planning, forecasting and workforce optimisation in a complex, 24/7 environment.
• Relevant qualifications and sector alignment Degree in a relevant field (e.g. healthcare, operations, emergency services) and/or formal leadership qualification (e.g. ILM 5/7).

Closing DateThursday 18th June, 2026

Contract Typefulltime

SalaryBased on Experience