Operations Manager

For over 30 years, APRIL International Care has been specializing in international health insurance solutions. We design, distribute, and manage insurance plans and assistance services for individuals and businesses. With teams across Asia, Europe, and the Americas, we look after our members wherever they are to make sure they have access to the best care.

As part of the APRIL Group, an insurance specialist with 3,000 staff members in 20 countries, we are dedicated to simplifying insurance and delivering exceptional customer experiences.

To sustain the growth of the company as well as the expansion of our services in Bangkok, we are currently looking for an Operations Manager.

Your main responsibilities will be

Service Delivery

• Oversee daily operations and cost containment workloads, effectively managing resources to meet targets
• Ensure the operations and cost containment teams have the tools needed to meet client expectations and KPIs.
• Guide and motivate the team, holding them accountable for KPI achievement.
• Collaborate across teams to deliver superior services to clients.
• Address client and provider complaints, ensuring quick and satisfactory resolutions.
• Liaise directly with clients and providers to maintain productive relationships.
• Contribute to the on-call schedule, covering one week per month

Team Management & Training

• Be responsible and accountable in managing team of OPS coordinators/Senior OPS coordinators/Team Leaders/Supervisors/Assistant OPS Manager
• Take lead in recruitment, training, and evaluation of staff ensuring optimal team performance.
• Oversee the roster to ensure appropriate team coverage to support the continuity of the business.
• Ensure that the team members within the department obtain access to training and resources needed that allows them to comply with both company and industry regulations and adhere to best practices.

Client Relation

• Address clients and potential clients concerns and improve customer experience.
  

Qualifications

• Minimum 8–10 years of experience in medical assistance or related service operations, including at least 3–5 years in a supervisory or managerial role.
• Proven ability to lead day and night shift teams, manage high-volume workloads, and maintain service quality during peak periods.
• Strong operational mindset with a track record of establishing systems, streamlining workflows, and ensuring consistent follow-through in daily case handling.
• Highly meticulous, organized, and accountable, with unwavering attention to detail in documentation, follow-ups, and process compliance.
• Excellent communication skills, able to confidently interface with hospitals, clients, insurers, and internal teams.
• Fluent in Thai and English; additional languages are an advantage.
• Skilled in managing escalations, assessing complex cases, and supporting both clinical and non-clinical decision-making.

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