About the Role
As a Quality, Compliance & Training Manager, you will play a critical role in ensuring a world-class emergency assistance operation that supports travellers facing medical emergencies, accidents, travel disruptions, and complex repatriations anywhere in the world.
You will be responsible for shaping how the business operates by developing people, strengthening processes, ensuring regulatory compliance, and driving continuous improvement across operational, medical, and finance functions.
The role sits at the heart of the organisation, working closely with leadership, case managers, nurses, finance team, and clients to ensure the business delivers exceptional service while meeting contractual, regulatory, and quality requirements.
This position is ideally suited to someone who loves learning, enjoys solving complex problems, thrives on variety, and gains satisfaction from helping people and businesses perform at their best.
No two days are the same. One day you may be auditing a complex medical evacuation file, the next delivering training to new staff, reviewing insurer requirements, writing Standard Operating Procedures, or identifying opportunities to improve service delivery across the business.
Key Responsibilities
Training & Capability Development
Design, coordinate and deliver onboarding programmes for new employees.
Develop and facilitate refresher training across operational, medical and finance teams.
Create and deliver client-specific product training to ensure staff understand insurer policies, coverage requirements and service expectations.
Maintain training frameworks, competency assessments and learning records.
Identify skill gaps and implement targeted development programmes.
Support managers in building high-performing and knowledgeable teams.
Develop engaging learning resources, workshops and training materials.
Quality & Compliance Management
Oversee the organisation's quality and compliance framework.
Monitor adherence to internal policies, client contractual obligations and regulatory requirements.
Conduct regular audits across operational, medical and finance functions.
Review assistance cases, medical files, financial transactions and documentation for compliance and quality assurance purposes.
Identify risks, trends and improvement opportunities before they become issues.
Manage corrective actions and ensure continuous improvement initiatives are implemented.
Prepare for and support internal and external audits.
Standard Operating Procedures & Documentation
Lead the development, review and maintenance of Standard Operating Procedures (SOPs) across all business functions.
Ensure processes remain current, practical and aligned with operational realities.
Partner with subject matter experts to document knowledge and best practice.
Maintain version control and governance around process documentation.
Drive consistency and standardisation across teams and locations.
Regulatory & Insurance Compliance
Ensure compliance with relevant insurance, privacy, financial and regulatory requirements.
Monitor changes to legislation, industry standards and insurer expectations.
Assess business impacts and implement necessary process updates.
Support client audits and compliance reviews.
Provide expert advice and guidance to leaders on compliance matters.
Operational Excellence & Continuous Improvement
Analyse operational performance, audit outcomes and quality trends.
Identify opportunities to improve efficiency, service delivery and customer outcomes.
Lead quality improvement initiatives from concept through implementation.
Support business projects relating to systems, process redesign and service enhancement.
Develop metrics and reporting to measure compliance, training effectiveness and operational quality.
Stakeholder Management
Build strong relationships with the operations team, leaders and clients.
Act as a trusted advisor on quality, compliance and training matters.
Work collaboratively across departments to achieve business objectives.
Present findings, recommendations and reports to senior leadership.
About You
You are naturally curious and enjoy understanding how things work and how they can be improved.
You are equally comfortable delivering training to new starters, reviewing regulatory requirements, auditing a case file or writing a new procedure from scratch.
You enjoy variety and are motivated by the opportunity to continuously learn about emergency assistance, travel insurance, medical operations, regulatory obligations and business improvement.
You take pride in helping others succeed and have a genuine passion for developing people and improving quality.
Skills & Experience
Essential
Significant experience in quality assurance, compliance, training, operations, risk management or a related field.
Experience conducting audits and managing compliance programmes.
Proven ability to develop and deliver training programmes.
Strong process documentation and SOP development experience.
Excellent written and verbal communication skills.
Highly organised with strong attention to detail.
Ability to influence and engage stakeholders at all levels.
Strong analytical and problem-solving skills.
Experience managing multiple priorities in a fast-paced environment.
Desirable
Experience within insurance, healthcare, travel insurance or financial services.
Knowledge of quality management frameworks and audit methodologies.
Understanding of privacy, health information and insurance regulatory requirements.
Experience supporting accreditation or regulatory audits.
Qualification in quality management, compliance, business improvement, adult learning or a related discipline.
Why You'll Love This Role
Make a genuine impact on people experiencing emergencies around the world.
Influence how an entire business operates and continuously improves.
Work across operations, medical and finance functions rather than being confined to one area.
Develop expertise in travel insurance, emergency assistance, medical operations and compliance.
Enjoy a role that combines strategy, training, investigation, quality assurance and business improvement.
Join a highly collaborative environment where your work directly contributes to client satisfaction and operational excellence.
Take on new challenges regularly and continue learning throughout your career.