Assistance Solutions Client Lead

About Crisis24

Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe.

At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

More information is available at www.crisis24.garda.com

Who We Are Looking For

The Assistance Solutions Client Lead will serve as a critical bridge between Operations, Sales, and Account Management teams, ensuring seamless onboarding, protocol alignment, assistance product integrity, and ongoing support for medical and security-related deliverables. This role will focus on streamlining Assistance client communication, related SOP development and quality assurance, while maintaining clarity in responsibilities across departments.

The Assistance Solutions Client Lead will prioritize Medical Operations while also extending to Security Operations moving forward.

What You Will Work On

1. SOP Development & Process Standardization

• Lead the creation and maintenance of assistance-related, client-facing Standard Operating Procedures (SOPs) in collaboration with Sales, Account Management, Customer Success and Operations. Clear prioritization of Medical Operations & Assistance.
• Ensure all related SOPs-especially those inherited from legacy WorldAware/AXA contracts-are updated to reflect current capabilities and compliance standards.
• Establish approval processes for any deviation from standard deliverables to ensure alignment with medical and security operational capacity.

2. Client Onboarding Coordination

• Act as Onboarding Coordinator for new clients involving medical assistance and hotline services. Perform the same function for security assistance as a secondary priority.
• Oversee end-to-end onboarding ensuring expectations, processes, and system configuration are clearly defined and met across all departments.
• Working with the Director Assistance Solutions, engage with client insurance carriers during the sales/onboarding process to assist with setting up and maintaining direct billing agreements (DBAs) as necessary.
• Maintain controls to ensure all policy information and supporting documentation are kept up to date and loaded correctly in the case management system, including SOPs, policy wordings; certificates; member listings and expiry dates

3. Client Liaison (Operational Scope)

• Serve as the primary medical operational contact during onboarding and post-onboarding review.
• Distinct from the Account Manager or Renewal Specialist-this role maintains operational continuity, ensuring expectations are realistic and deliverable.
• Not intended to absorb all client follow-up or issues-boundaries and role clarity will be maintained.

4. Cross-Team Collaboration

• Act as a conduit between Sales, AMs, Customer Success and Operations to ensure aligned delivery of non-standard offerings.
• Participate in select client meetings to provide medical SME support where appropriate.
• Act as a client liaison for medical assistance financial/billing queries.
• Work to Director Assistance Solutions in collaborating with the HOO and OM roles in managing active complaints and quality improvements.

5. Training & Quality Support

• Support Learning and Development team through close collaboration and by liaising with all GOCs on training protocols and adherence to ensure client expectations are met.
• Promote empathetic, consistent, and solution-oriented communication practices within client-facing operations.
• Work with the Quality Manager to improve general operational performance issues raised by clients or internal stakeholders and help implement corrective action plans.
• Ensure proper understanding of the value of standardization and operational KPIs among Sales and Account Management teams.

6. Case Reporting & Client Notifications

• Review and optimize the quality and accuracy of client notifications and real-time case updates.
• Align expectations on tailored communications and clarify where operational standardization must remain intact.

7. Monthly & Trend Reporting

• Support the reinstatement and delivery of meaningful trend data reporting in collaboration with analytics teams.
• Enable data-driven client conversations and ongoing operational enhancements.

What You Will Bring

• Strong understanding of Medical Assistance operations and protocols
• Proven experience in client onboarding and stakeholder coordination
• Excellent communication, negotiation, and interpersonal skills
• Ability to balance customization with operational feasibility
• Knowledge of GOC functions, SLAs, and case management systems
• Experience in medical operations, client services, or account management in the assistance or travel risk sector
• Exposure to global operations and previous involvement in cross-functional coordination
• Familiarity with CRM and case management platforms
• Experience working in security operations

Who You Will Work With

This role works in close collaboration with:

• Heads of Operations
• Medical and Security SMEs and GOC teams
• Customer Success Team
• Sales & New Logo teams
• Account Management & Renewals

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.