About the Role
We are seeking an exceptional executive leader to shape the next phase of growth for Global Individual Health (GIH). Reporting to the Chief Customer Officer, International Health, the COO, GIH will play a pivotal role in enhancing the customer experience, scaling operational capabilities, and supporting the continued growth of a rapidly expanding international business. This role offers the opportunity to lead a significant transformation agenda, combining strategy, operations, and customer excellence to strengthen GIH's market position and deliver sustainable business growth.
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Key Accountabilities
- Build the vision and strategy for the Global Individual Health customer experience of the future and execute on delivery of the multi-year transformation for the business.
- Design and implement a truly differentiated service proposition, understanding the unique needs of the segment, being market focused to understand competitors and taking into account the unique role GIH brokers play in the delivery of the customer experience.
- Maintain global connectivity to leverage enterprise and International Health capabilities and assets.
- Shape and oversee the systems, processes, and people needed to support the operation.
- Manage daily business operations, improving the efficiency of operational processes and ensuring accountabilities are clearly defined.
- Work closely with the Customer Office SLT peers and teams to ensure the adoption of initiatives and programs to support business growth now and in the future.
- Lead transformation initiatives across operations, technology, and customer experience to support the next stage of GIH growth.
- Drive continuous improvement through automation, digital innovation, and data-driven decision making.
- Establish clear performance metrics and governance frameworks to monitor operational effectiveness and customer outcomes.
- Foster a culture of accountability, collaboration, innovation, and customer obsession.
Qualifications & Experience
- Significant experience building and leading successful teams in a global and matrixed environment.
- Proven track record of owning and enhancing the complete customer experience.
- Extensive stakeholder engagement experience, both internally and externally.
- Strategic thinker, with a combination of technical knowledge and a track record of delivery.
- Strong understanding of how a retail business model operates.
- Relevant sector experience, background in healthcare, consumer finance or similar regulated environment is preferred.
- Educated to MBA or degree level is preferred.
- Demonstrated success leading large-scale business transformation and operational change initiatives.
- Strong financial and commercial acumen, with experience balancing customer experience, operational excellence, and business performance.
- Experience leading complex organizations through periods of growth, change, and modernization.
Key Competencies
- Global mindset - culturally sensitive to a diverse international workforce; ability to work well and influence within global matrix operations.
- Ability to lead and influence decision-making at a senior level in the organization.
- Strong people management capabilities.
- Customer obsession.
- Strategic mindset.
- Excellent analytic and synthesizing skills, superior logic.
- Results-oriented execution, with the ability to make rapid decisions.
- Dynamic leader able to lead and manage the organization through change.
- Executive presence and ability to influence across multiple stakeholder groups.
- Commercial acumen and growth mindset.
- Ability to lead through ambiguity and navigate complex organizational environments.
- Passion for transformation, innovation, and continuous improvement.
Why Join Us?
- Be part of a purpose-led organization that is transforming the future of healthcare and improving the lives of customers worldwide.
- Enjoy a competitive executive compensation and benefits package, with wellbeing, financial and family support tailored to local market practices.
- Grow your career within a truly global organization, working alongside senior leaders and high-performing teams to shape the future of International Health.
