Head of Operations, APAC

Let's grow together! Travel Guard is a leading travel insurance provider, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans. As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers. What's the job? You will oversee all operational aspects of Travel Assistance and Support functions across APAC, including Assistance Operations, Complaints Management, Training & Quality, and Operational Resilience. You will ensure regulatory compliance, drive continuous improvement, and act as a strategic partner to senior leadership—transforming processes and elevating customer experience. Lead and coordinate all operational aspects of Travel Assistance and Support functions across APAC, including Assistance Operations, Complaints Management, Training & Quality, and Operational Resilience. Ensure seamless service delivery, regulatory compliance, and continuous improvement while managing a team of functional managers. Monitor and manage Service Level Agreements (SLAs), consolidating performance reporting and driving operational excellence. Champion customer-centricity and stakeholder engagement, ensuring exceptional service standards and proactive communication. Oversee end-to-end complaints management, ensuring timely resolution, root cause analysis, and compliance with regulatory requirements. Deliver high-quality training programs and implement a robust Quality Assessment Programme to maintain service excellence. Strengthen operational resilience through business continuity planning and incident response strategies. Lead transformation projects, including system implementations and process optimization for scalability and efficiency. Act as a key advisor to the General Manager, deputizing when required and contributing to strategic planning and budgeting.

Travel Guard is a leading travel insurance provider, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans. As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.