Global Assistance Centre – Access Manager

CTG overview:

• CTG staff and support humanitarian projects in fragile and conflict-affected countries around the world, providing a rapid and cost-effective service for development and humanitarian missions. With past performance in 17 countries – from the Middle East, Africa, Europe, and Asia, we have placed more than 20,000 staff all over the world since operations began in 2006.
• CTG recruits, deploys and manages the right people with the right skills to implement humanitarian and development projects, from cleaners to obstetricians, and mechanics to infection specialists, we’re skilled in emergency response to crises such as the Ebola outbreak in West Africa. Key to successful project delivery is the ability to mobilise at speed; CTG can source and deploy anyone, anywhere, in less than 2 weeks and have done so in 48 hours on a number of occasions.
• Through our efficient and agile HR, logistical and operational services, CTG saves multilateral organisations time and money. We handle all our clients’ HR related issues, so they are free to focus on their core services.
• Visit www.ctg.org to find out more

Overview of position:

• CTG will establish a Duty of Care Assistance Centre, providing a 24 / 7 capability to support the in country CTG teams to manage crisis & respond to incidents. The Access Manager is a key member of our Assistance Centre team, responsible for managing the global access network & ensuring timely & efficient assistance services to our clients. The Access Manager will collaborate with internal & external stakeholders to maintain & enhance the network of medical providers, travel assistance services & other relevant resources to deliver comprehensive support to our clients worldwide. The role requires strong organizational skills, excellent communication abilities & a keen attention to detail.

Network management:

• Manage & maintain the global access network, which includes medical facilities, healthcare professionals & travel assistance services.
• Establish & foster relationships with key partners, such as hospitals, clinics & medical providers, to ensure a high standard of service delivery.
• Continuously evaluate & assess the network to identify potential gaps or areas for improvement.
• Negotiate contracts & service level agreements with network partners to ensure cost effective & efficient service provision.

Service coordination:

• Act as the primary point of contact for assistance requests & inquiries from clients, internal teams & network partners.
• Coordinate & facilitate the provision of assistance services, including medical referrals, appointments, evacuations & repatriations, ensuring adherence to established protocols & timelines.
• Collaborate with internal teams, such as Case Managers & medical professionals, to ensure seamless assistance operations & effective communication.

Quality assurance:

• Implement & enforce quality control measures to ensure the delivery of high quality services within the network.
• Conduct regular performance evaluations of network partners based on predefined criteria & provide feedback to enhance service standards.
• Monitor Key Performance Indicators (KPIs) related to access services, identify areas for improvement & implement corrective actions as necessary.

Documentation & reporting:

• Maintain accurate & up to date records of network partners, including contact details, services offered & performance metrics.
• Prepare regular reports on network performance, access service utilization & client feedback for management review.
• Analyze data & provide insights to enhance the efficiency & effectiveness of access services.

Project reporting:

• This role reports to the Global Risk Manager.

Key competencies:

• Bachelor’s Degree in a relevant field (e.g., Healthcare Management, Business Administration, International Relations) is preferred.
• Proven experience in network management, preferably in the healthcare, travel assistance, or emergency services sector.
• Minimum of 1 year of experience working on complex or conflict afflicted environments, can be remote (desirable).
• Fluent in English (essential).
• Strong understanding of global healthcare systems, medical terminology & healthcare networks.
• Excellent communication & interpersonal skills, with the ability to build & maintain relationships with diverse stakeholders.
• Strong organizational skills, with the ability to manage tasks & prioritize effectively.
• Attention to detail & a commitment to delivering high quality services.
• Proficiency in using relevant software applications & tools for data analysis & reporting.

Team management:

• This role has no team management responsibility.

Further information:

• Qualified female candidates are encouraged to apply for this role.