Head of Global Assistance & Provider Network

About the Role

We are looking for a dynamic and experienced leader to take charge of our global assistance and provider network. This role is central to our mission of delivering seamless, real-time travel and health solutions to our customers. You will be responsible for building and managing relationships with assistance companies, negotiating commercial contracts, and driving cost efficiencies while maintaining top-tier service quality.

As part of your role, you will also identify and embed innovative solutions from startups into our value chain, ensuring that we remain at the forefront of technological and service advancements in the industry.

This position requires a commercially savvy, outgoing, and strategic thinker with deep knowledge of assistance networks, cost structures, and customer experience in insurance-related services.

Key Responsibilities

🔹 Provider & Assistance Company Relations:

• Build, maintain, and expand relationships with assistance companies and medical service providers.
• Lead negotiations for contracts, pricing agreements, and SLAs to ensure high-quality service at optimized costs.
• Oversee the continuous development of our provider network to support global expansion.

🔹 Market Cost Analysis & Optimization:

• Analyze global and regional market pricing trends in assistance services and provider networks.
• Develop and implement commercial strategies to control rising service costs while maintaining top-tier customer experience.
• Collaborate with customer service, actuarial and finance teams to improve cost-containment measures while not sacrificing customer experience.

🔹 Innovation & Integration of New Solutions:

• Identify and assess startups and new technologies that can enhance our service offerings.
• Drive the integration of new solutions into our assistance and provider network.
• Work cross-functionally with product, technology, and operations teams to embed these solutions effectively.

🔹 Customer Journey & Experience Enhancement:

• Deeply understand the pain points and expectations of customers in their travel and assistance experiences.
• Work with internal stakeholders to enhance customer journeys through strategic provider partnerships and service improvements.

🔹 Leadership & Cross-Team Collaboration:

• Ensure smooth execution of assistance services through collaboration with cross-functional teams.
• Represent the company in industry events, conferences, and networking opportunities.

Who You Are

✅ Negotiation & Commercial Acumen: You excel at negotiating complex contracts, , and finding commercially viable solutions to cost challenges.

✅ Strategic & Analytical: You can analyze market trends and financial data to drive cost optimization without sacrificing service quality.

✅ People-Centric & Outgoing: You are a natural relationship builder who thrives in partnerships and networking environments.

✅ Innovative & Tech-Savvy: You stay ahead of emerging trends and love integrating new technologies or startup solutions into established businesses.

✅ International Experience: You have worked with global partners, understand cross-border market differences, and are comfortable in multicultural environments.

✅ Problem Solver & Quick Thinker: You handle crises and operational challenges with agility, making quick and informed decisions.

Preferred Qualifications

• Background in business development, or commercial roles
• Background in procurement and managing providers relations
• Fanatic about service with strong understanding of customer journeys and service models
• Fluent in English (additional languages a plus).
• Problem solver