About the Role
We are seeking an exceptional executive leader to shape the next phase of growth for Global Individual Health (GIH), a rapidly expanding segment within the company's International Health business. As the Chief Operating Officer (COO) of GIH, you will play a pivotal role in enhancing customer experience, scaling operational capabilities, and supporting continuous growth. This position offers the opportunity to lead a significant transformation agenda that combines 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 the multi-year transformation for the business.
- Design and implement a differentiated service proposition by understanding the unique needs of the segment and market dynamics, considering the unique role of GIH brokers in 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 operations.
- Manage daily business operations, improving operational efficiency and ensuring clear accountabilities.
- Collaborate with the Customer Office Senior Leadership Team to ensure the adoption of initiatives and programs that support current and future business growth.
- Lead transformation initiatives across operations, technology, and customer experience to facilitate GIH's next stage of 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 in building and leading successful teams in a global, matrixed environment.
- Proven track record of owning and enhancing the complete customer experience.
- Extensive stakeholder engagement experience, both internally and externally.
- Strategic thinking capability with a blend of technical knowledge and a history of successful delivery.
- Strong understanding of retail business model operations.
- Relevant experience in healthcare, consumer finance, or a similar regulated environment is preferred.
- MBA or degree level education is preferred.
- Demonstrated success in leading large-scale business transformation and operational change initiatives.
- Strong financial and commercial acumen with experience balancing customer experience, operational excellence, and business performance.
- Proven ability to lead complex organizations through periods of growth, change, and modernization.
Key Competencies
- Global mindset, culturally sensitive to diverse international workforce; capability to influence within a global matrix operation.
- Ability to lead and influence decision making at senior organizational levels.
- Strong people management capabilities.
- Customer obsession and strategic mindset.
- Excellent analytical and synthesizing skills with superior logic.
- Results-oriented execution with capacity for rapid decision-making.
- Dynamic leadership with ability to manage the organization through change.
- Executive presence with ability to influence across stakeholder groups.
- Commercial acumen and growth mindset.
- Ability to lead through ambiguity and navigate complex organizational environments.
- Passion for transformation, innovation, and continuous improvement.
Benefits
- 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 well-being, 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.
