Specific Responsibilities · To provide overall leadership, expertise and direction in the management of Japanese cases in the Beijing Alarm Center. · To understand, and be able to translate into medical assistance services of the highest quality, our Japanese clients’ service expectations. · Manage the day-to-day case activity handled by the Japanese operations staff, to ensure that they deliver an excellent level of service. · Ensure the Japanese Alarm Center is in compliance to the Alarm Center standards and the Medical Transport standards. · Ensure smooth operational interface between Alarm Center and Clinics in China. · Escalate cases requiring managerial intervention to the Medical Director & Senior Operations Manager, engaging the Senior Operations Manager, Japan as required. · Ensure that all the Personal Assistants are well trained and fully capable of delivering service that exceed insured needs. · Work together with GAN to ensure that the network is sized and capable of delivering services to the Japanese clients/members. Responsible for resolving any network related issues. · Attend frequent meetings with clients to understand their expectations, manage their perceptions and drive procedures. · Address complaints raised by clients with the Medical Director and with Japan Region S&M, and if necessary escalate to the relevant HOA (s), and meet with insured / clients to resolve them. · Ensure smooth case handling and case direction between Beijing Alarm Center and Shanghai office or any of the other International SOS clinics · Ensure co-operative interaction between the regions’ operations, medical, GAN and aviation teams in delivering the highest quality of service to our Japanese clients. · Work with the Medical Director and Japan Region management team to address operational issues between alarm centers relating to Japanese cases. · Ensure that the logistics of medical transportations are handled effectively. · To work with the management of the Japan & China Region to identify, train and develop high potential operations staff who could become operational supervisors and managers for the China Region. · Sign off on all Japanese operations procedures effective in China, ensuring they are in line with standard organizational operations procedures. · Ensure that all staff are well trained on the Japanese SOPs and clients Operations Procedures and Billing Procedures. · Ensure that all business and operations reporting are execute timely and accurately.

The Industrial Physician will perform the following duties: § Provide medical expertise in the Japan region as well as occupational health expertise. The Industrial Physician will ensure that the Firm’s program incorporates the most current medical and occupational hazards facing the region today. He will also be available to review difficult Occupational Health cases, and will oversee the on site nurses from a medical standpoint; § Provide management support to Firm -HCM on policies based on national leave absence policies specificities; § Acting as a resource to the Benefits group to address issues related to Worker’s Compensation; § Advise on health insurance and local labour law in relation to medical case management of an employee whenever possible. § Provide medical supervision for the entire program in Japan. He will facilitate recruitment, training and management of the on-site nurse. He will review the program to ensure that it meets all the medical objectives set out in the strategy, and the quality of service meets the levels expected by both Firm and Vendor. To accomplish this he will periodically conduct audits of the program and report the findings to the Firm. As the Occupational Health program expands, the Corporate Health Physician shall provide as and when required by the Firm additional activities as follows: § Liaise with the Firm’s Human Capital Management (HCM)/Employee Relation (ER) Teams in AEJ. Together with the Firm, he will develop a Health Strategy and Health Management System. By developing policies and procedures and direct management, the Physician will ensure this strategy and system are correctly distributed and implemented into the region by our Occupational Health nurse. The Physician will ensure that the program incorporates the most current medical and occupational hazards facing the region today.

▼国際アシスタンスコーディネーター ＜業務内容＞ 海外での突然の病気やけが、旅行中のトラブルあるいは治安上の緊急事態等に巻き込まれた顧客に対して必要なアシスタンスを提供します。具体的には当社内の24時間稼動アラームセンターに勤務し、緊急事態の第一報を受けるとともに、緊急アシスタンスの提供に必要な社内外のサービスを調達し、これを国際的なコミュニケーションを通してロジスティクスしてゆく業務です。 ＜福利厚生等＞ 社会保険・労働保険加入、通勤交通費全額支給、退職金制度、会員制宿泊施設・スポーツクラブ割引

▼看護師 ＜業務内容＞ 海外に配置する当社直営クリニックでの定められた範囲内での臨床業務に加えて、患者と医師間の医療通訳等の業務に携わります。また、臨床業務以外にも、地域日本人社会における保健活動、現地の当社企業顧客に対するサービス提供さらに緊急医療搬送のロジスティクス上の支援等幅広い役割期待を担う業務です。 労働条件は勤務するクリニックによって個々に設定されます。

▼医師（海外直営クリニック） ＜業務内容＞ 現地医療機関において国際水準の医療提供が期待できない地域に配置する当社直営クリニックで日本人患者に対する臨床医療に携わります。地域の日本人社会に対して品質と信頼性の高いプライマリー・ケアを提供する役割を担うとともに、必要に応じて医療搬送のエスコート任務も遂行します。日本とは全く異なる地域環境の中で幅広い実力の発揮が求められる仕事です。 労働条件は勤務するクリニックによって個々に設定されます。

▼インフォーメーション＆コミュニケーションズテクノロジー ＜業務内容＞ 弊社、東京センターで使用するデータベースプログラム開発。LANやWindowsベースのシステムインフラ管理、また、東京センターや本社開発のプログラムのサポート等、システム管理の側面も含む業務です。なお、本社のシステム部門とのコミュニケーションも重要で、英語での基本的なシステム事項のやりとり、障害報告等ができる能力が必要です。 ＜勤務地＞ 本社（東京都千代田区　市ヶ谷） ＜勤務時間＞ 9：00－17：30 ＜休日・休暇＞ 完全週休2日制（土·日）、祝日、年末年始、慶弔、年次有給休暇初年度から付与 ＜給与·賞与＞ 当社規程による ＜福利厚生等＞ 社会保険・労働保険加入、通勤交通費全額支給、退職金制度、会員制宿泊施設・スポーツクラブ割引

▼セールス＆マーケティング ＜業務内容＞ 主として、海外で事業を展開している法人企業の海外安全、健康管理を担当する方向けに、医療・セキュリティ面でのリスクに対応する包括的な法人会員プログラムと個別ニーズにそったコンサルティングサービスを提案致しております。具体的には、現在の企業のリスクマネージメント体制を念頭にいれて、進出国、リスク度、人数などに応じ、より適切な体制を構築するための支援サービスを提案する業務です。具体的なソルーションの提案のためには、日本国内のみならず海外の関係センターの専門スタッフと連携したグローバルなコミュニケーション能力が必要となります。 ＜給与·賞与＞ 当社規程による ＜福利厚生等＞ 社会保険・労働保険加入、通勤交通費全額支給、退職金制度、会員制宿泊施設・スポーツクラブ割引

The QA Manager will Track service delivery internally and implement required quality initiatives to enhance our performance and address service issues identified (through case audits, call reviews, test calls etc.) The QA Manager will be responsible for the management of privacy related issues. Management of customer feedback: · Track customer and client satisfaction and develop measures to increase satisfaction, developing and maintaining relationships with key clients in order to be well attuned to customer feedback · Ensure transparency with our clients on all aspects of customer feedback · Manage all forms of customer feedback efficiently and effectively, ensuring internal and external clients are well informed of the key issues · Promote Intl. SOS’ capabilities and commitment to excellence in service delivery through demonstration of: · Action taken (ensuring clear demonstration of Intl. SOS actions) · Best practice · Value added service (demonstrated use of medical expertise) · Implementation of countermeasures activated as a result of any issues identified as part of the QA process · Minimize Intl. SOS and client exposure to any potential liability or negative image as a result of customer feedback · Ensure client and customer satisfaction through responsive feedback that appropriately addresses the key issues the first time round · Work closely with account manager(s) to ensure client satisfaction KEY RESULTS AREAS / KEY RESPONSIBILITIES Operational Requirements - management of all positive & negative feedback · Provide quality audit of operations cases with the goal of further improving the assistance we provide to our customers · Responsible for developing, planning and directing the quality assurance function of the assistance platform with respect to the management of all positive and negative feedback · All responses to ensure reference to particular client Service Level Agreement, Operating Procedures or contractual obligations when necessary · Ensure that the complaints are categorized, analyzed and counter measures are identified to prevent repeat defects · In consultation with other team managers and staff, to define, implement and administer key operational and quality guidelines and procedures · Set up and maintain controls and documentation in a comprehensive procedures manual · In conjunction with the Head of Assistance, ensure that International SOS Tokyo meets the quality components of the corporate “Alarm Center Standards” Reporting Requirements · Development and ongoing distribution of a monthly Customer Satisfaction Report(s), with ongoing adjustments to ensure internal and external client needs are met. Key clients to have a separate report (if required) · Quarterly review of customer feedback with completion of detailed quality analysis outlining areas of strength and weakness and countermeasures required and tracking mechanism in place to ensure completion · In conjunction with the Head of Assistance, implement and manage a QA system to ensure all parties needing to contribute to a response are well informed and reminded of the status of outstanding complaints and the tasks to be actioned. · Ad-hoc updates to relevant parties Meeting Requirements · Attend and actively participate in ad-hoc internal meetings related to quality and service issues · Act as main representative for clients in all aspects of customer feedback at client meetings, ad-hoc discussions with clients, audits etc, ensuring full preparation for such visits · Participate in preparation for submissions for new business to address areas of quality assurance and compliance · Actively participate in Quality Assurance ongoing workshops, ensuring direct interface with training, SOM, AOM, Sales & Marketing as needed to ensure all parties take necessary action to resolve quality issues Training and Support Requirements · Provide ongoing feedback and support to staff in the way of “buddying”, coaching and training sessions, working with the Training Manager to identify and address ongoing training needs · Work with clients to refine case audit process that addresses the specific client needs · Conduct coaching and training sessions to provide feedback to staff on case and call reviews · Train users on the use of the QA system

To provide case coordination and medical support to the occupational/industrial doctor as regard to advice on the result of medical examination under the Japanese OSHA (JICOSH) regulations. To provide health guidance to the employee directly and/or under the guidance of the Occupational/Industrial doctor as are specifically deemed necessary to strive to maintain their health according to the results of a medical examination. To notify employees on behalf of the Firm for medical check ups related to work time exceeding regulatory limits, conduct initial assessment and organize medical follow up based on abnormal findings. Escalate fitness for work issues (i.e. under prohibition of Employment of the Sick such as communicable diseases and other diseases under the ordinance of the Ministry of Health, Labour and Welfare), travel health, vaccinations and prevention of illness to the Occupational/ Industrial physician. Provide health education, health counselling and/or other health services as required and appropriate. To ensure that record of results of medical examinations are appropriately kept in a confidential & safe manner on behalf of the employer. To help provide an efficient delivery of all agreed Health Services to clients. To participate as key member or as a guest to Health & Safety meetings organized by the employer. To liaise with employer and employees in a timely, proactive fashion regarding health issues. Provide support to the Intl.SOS Health Coordinator and other team members medically and administratively

Health Services includes: · Employee Health Risk Management · Disability Management · Occupational Health and related functions · Other Wellness related agenda. · Business continuity plan The health coordinator will work closely with the Wellness Manager, HCM Asia or delegate in Japan as well as the Intl.SOS program manager (based in Hong Kong). Managing Risk of Employee Health ·Process and manage short term disability (from inception to closure/resolution of the case file ·Work with GS Benefits group to file Worker’s Compensation Claims (including to liaise with Labor Dept) if necessary ·Manage maternity leave and promote parent initiatives (note this is currently not a priority, yet could be back in the core scope) ·Develop managerial tools (i.e. workflow, Standard Operating Policies and Procedures) as deemed and required to monitor efficiency of the health programs Management of Occupational Health programs and other Wellness Responsibilities ·Plan, manage and coordinate OH-related preventative care programs (i.e. annual vaccination programs, health checks, ergonomics, trainings, etc) ·Plan, manage and coordinate wellness initiatives ·Provide support on development of Wellness Crisis management toolkit ·Manage administrative tasks (i.e. utilization costing, disability trends) of the team in an effective and timely manner ·Understand and manage the related cost of the Occupational Health services delivered within a set budget. ·Create required reports (i.e. monthly report to the Firm) in a timely manner, adjusting work hours to complete for submission as deemed necessary ·Any other duties as requested from the Firm (through Intl.SOS) from time to time.