Hannah Li
Head of Medical & Security Assistance Services, London @International SOS
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WORK HISTORY
Head of Medical & Security Assistance Services, London @International SOS
London, GB
Lead a cross-functional team of 120 operations, medical, and security specialists who help people facing medical or security risks, emergencies or crises around the world. The Assistance Centre provides world-class health, security, and logistical assistance, advice, information, and risk assessment. We manage cases a year and in the last year, London team answered 92% of calls within 30 seconds, with an average net promoter score (NPS) consistently over 60 for case management quality of service.Work closely with sales & marketing, operations, HR, IT and finance to ensure achievement of monthly, quarterly, and annual budget & operational targets. P&L responsibility to maintain high quality services 24/7, and collaborate with International SOS global teams and network providers. Highlights• Crisis co-ordinator for Group major incident response to Israel/Gaza crisis in October 2023. We coordinated provision of on-the-ground assistance and evacuation of 200 clients.• Programme lead for expansion of medical assistance service delivery to 2 high-touch market segments (business aviation and luxury yachting).• HR transformation to a ‘follow the sun’ model across operations, security, and medical teams across 2022-23.• Secured ISO 13131 re-certification for the London Assistance Centre in 2024.
EDUCATION
University of Melbourne
Bachelor of Engineering - BE (Hons), Chemical Engineering
Ritsumeikan University
Bachelor of Arts (study abroad programme), Japanese
INSEAD
Master of Business Administration (MBA)
University of Melbourne
Bachelor of Arts - BA, Japanese
SKILLS
ABOUT HANNAH LI
As the Head of Medical & Security Assistance Services at International SOS, I lead a cross-functional team of 120 operations, medical, and security specialists who provide world-class health, security, and logistical assistance to individuals facing medical or security risks, emergencies, or crises around the world. With 4 years in this role, we have successfully managed cases annually, achieving an average net promoter score (NPS) over 80 for quality of service.I have a strong background in strategy and operations, having established and led the Europe Health Consulting Practice at International SOS, providing professional health assessment, advisory, and planning services for organisations across diverse industries and geographies. I also have experience in digital transformation, leading initiatives such as remote telemedicine case management support, medical data reporting & BI platform development and roll-out, and health consulting solutions.
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