Location: Esher
Salary: Up to £100,000 Based on Experience

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.

What we’re looking for
Experience

• 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

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

Why join Healix?
At Healix, our values guide everything we do: Put people first, Think independently, and 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.

Our benefits

• Commitment to career development and professional enhancement
• Health insurance and Life insurance
• Retirement plan and/or pension
• Gym membership or wellness programs
• Employee Assistance Scheme and Wellbeing Scheme
• Cycle to work scheme and free work laptop
• Referral bonus and social opportunities
• Opportunity to travel