TOP Client Relationship Team Lead Germany

About the role

We are currently looking for a Client Relationship Team Lead to oversee our program delivery and its requirements related to TRICARE in Germany.

This key position will assume overall management responsibility for the delivery of client / government stakeholders collaboration and relationship management by ensuring contract execution, performance standards and goals are achieved.

This individual will be the lead for our business in Germany for any TRICARE Overseas Program policy related questions on local client / provider management and local service delivery.

They will lead, direct and manage all client relationship activities in country to ensure full Military Treatment Facility participation, program execution and satisfaction.

This role can be located in our office in Neu-Isenberg or remotely, with frequent travel to Military Treatment Facilities, Military bases and other dedicated site locations.

Domestic travel will be up to 50% of the time.

Key responsibilities

• Leads, directs and manages the assigned Tricare Oversees Program Client Relationship Leads, in charge of client relationship to ensure full Military Treatment Facility (or Military Unit) participation, enrolment of beneficiaries, program execution and satisfaction.
• Responsible for client management and program oversight. Principal local point of contact for all stakeholders.
• Analyzes execution to evaluate performance of country operations and its staff in meeting objectives. Determines local areas of potential cost reduction, optimization, program improvement, or policy change.
• Acts as a spokesperson to Government client stakeholders and is informed of internal projects, and actions that impact the client relationship.
• Leads and collaborates in regular formal client program updates.
• Directs, plans, and implements, objectives, processes and activities to ensure continuing operations, including preparation and execution of contingency plans.
• Oversees, or collaborates in the local operational execution alignment and possible issue resolution to solve organizational or departmental problems, incl.

the implementation of corrective action plans.

• Interprets and explains policies, rules, regulations, or laws to organizations, government or corporate officials, or individuals.
• Prepares or presents reports concerning activities, government statutes or rulings, or other items affecting businesses or program services in Germany.
• Directs or conducts studies or research concerning issues affecting areas of responsibility, both tactical and strategic.
• Develops and executes an engagement strategy for Germany that supports strategic initiatives in close coordination with key department stakeholders.
• Primary escalation point for contractual and policy guidance for all International SOS staff involved in TOP service delivery management.
• Oversees assigned portions of government audit reviews on site at designated locations, ensuring quality and successful audit outcomes are obtained.
• Monitors contract performance, contract initiatives and other contract / program related data analytics for Germany.
• Responsible for the implementation and oversight of local program education and communication program(s) for TOP providers & Government stakeholders.
• Oversight and support in the coordination of execution of all tasks that impact the MTF (or local Military Unit, i.e. in remote locations) through in-country personnel (clinical / non-clinical) in the Area of Responsibility (AOR).
• Maintain and strengthen relationships with the leadership of MTFs (or Military Units) and other military stakeholders (such as Regional Leadership / TAO) and relevant host nation Provider (PSP) stakeholders.

About you

• Strong senior-level client facing experience with the ability to communicate and influence key external and internal stakeholders at all levels
• Successful track record / experience of leading, coaching and developing client-facing teams
• Evidence of leadership positions and successful delivery
• Change management experience
• Experience / evidence of managing large projects and budgets is a plus
• Prior experience in working with the Government contracts a plus
• Bachelor’s Degree in Business, Health Care Administration, etc., and / or relevant and significant work in those fields
• Excellent English skills (oral and written)
• Native language speaker in German or highly proficient;
• Outstanding relationship builder, collaborative and solutions-driven
• Excellent written and verbal communication and influencing skills, including presentation skills
• Excellent attention to detail, with the aptitude and willingness to research root causes
• Strong leadership skills and profile

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