Head of Site & Assistance Operations

Role Overview

• Provide overall leadership and supervision of the Madrid site and act as the final decision authority at a local level
• Ensure that the site has the right policies, procedures and practices, and that these comply with local legislation and with Group policies (being also Responsible for the site’s Business Continuity and Crisis Management Plans)
• Ensure that behaviours and ways of working on the Madrid platform consistently reflect Assistance Centre standards, with strong focus on customer experience, service reactivity, teamwork and operational discipline
• Organize the operational environment to secure smooth service delivery by planning both Operational and Medical teams
• Guarantee that the Madrid Assistance Centre is productive, efficient and cost effective in its operations
• Own the departmental performance for the Madrid platform providing timely analysis of agreed KPIs, business trends, project impacts and risks, and suggest corrective or improvement actions when needed
• Act as the subject matter expert on the Madrid platform within the region, providing input to regional decision making and explaining local constraints, opportunities and specificities
• Provide administrative oversight of the Madrid Assistance Centre along with relevant stakeholders (HR, IT, etc)
• Attend and represent the Madrid Assistance Centre in internal and external meetings
• Contribute to regional development initiatives and strategic projects within SEAR, maintain constructive engagement with Sales team across the region and align with other Int.SOS business lines acting in the Iberia market.

Requirements

• 10 to 15 years of experience in service companies and in environments similar to our business
• Strong, demonstrable ability to plan, organize, and lead multidisciplinary operational teams
• Proven experience with P&L ownership and financial accountability
• Accustomed to working within strict guidelines and procedures, with a strong focus on compliance and risk management
• Solid business acumen with the ability to balance operational excellence and strategic objectives
• Strong customer‑experience orientation, ensuring service quality and client satisfaction
• Ability to effectively navigate complex, matrixed organizations
• Excellent influencing, stakeholder management, and communication skills
• Strong relationship‑building capabilities and a collaborative team‑player mindset
• Mandatory English and Spanish proficiency

Benefits

• Remote work (1 to 2 days maximum) depending on site conditions