Chief Operations Officer

SUMMARY

This role leads our global low 24/7 insurance and assistance services delivery centers, including Customer Service, Travel Assistance Services, Claims, Clinical Services, Cost Containment and Networks, Quality Assurance and Customer UX Services. Two key focuses of this role are to drive a superior customer journey post‑sale, and to drive operational efficiency through a strong partnership between operations, IT and other departments.

This role is focused on ensuring that all processes provide an efficient, effective customer journey post‑sale that maximizes customer, client and partner satisfaction.

• Ensure day-to-day customer service delivery is met globally and manage any day-to-day escalations
• Be an active member of the executive team by developing and implementing strategies to achieve Company profitability and growth.
• Drive the achievement of agreed Operations & IT targets in relation to service efficiencies that help the company meet operational revenue, profit, and cost-controls.
• Sponsor and lead the implementation of service‑critical programs and projects
• Implement first-class customer journey model and processes
• Innovate current operating models and processes. Serve as consultant to the business regarding the tools and communication systems that support operations, including prioritization of system development, expansion, and replacement
• Be an ambassador for the Company to customers, clients, partners and employees, taking opportunities to maximize potential commercial
  
  Date advantage where possible.

• Be responsible for the management and monitoring and the quality of service provided and ensure the service delivery in all Operations teams meets contractual and company quality standards.
  
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• Ensure robust resource planning for services globally.
• Ensure that all processes reflect current best practices and statutory/regulatory requirements and that these standards are highly visible to all members of the operations teams.
• Ensure effective measures are in place?
Ensure that management information on key deliverables, services and quality performance, costs and staffing across Operations is up to date and provided as required. Managing Costs / Productivity
• Contribute to the Company’s overall profitability by ensuring strict controls are in place throughout the Operations Department to manage expenditure carefully and consistently.
• Have a strong focus on efficiency, bring expertise from the marketplace to also focus on areas of unnecessary spending or areas where spending can beeringen more efficiently and implement improvements, including lowering costs through automation, process improvement and outsourcing.
• Work closely with the Finance Team to prepare an appropriate budget and manage the budget flow across the year to minimize spending with a focus on productivity.
Managing PeoplečjetICO
• Managing people in a way that helps drive the company culture and meet customer, client and distribution partner demands.
• Work closely with the HR team to ensure consistent application of standard employment terms and conditions across the Operation Department.
• Work closely with direct reports to ensure that all Operations employees are motivated, managed and working effectively by:
• Performance managing all individuals in line with standard protocols, providing regular feedback on successes/areas of development and addressing any poor performance issues promptly, fairly and decisively.
• Providing training, coaching, support, and developmental assistance wherever needed to enable achievement of maximum potential in each individual.
• Provide fresh opportunities for personal career development wherever possible, e.g. through internal promotion, secondment, special projects.
• Work closely with HR and direct reports to plan recruitment and people deployment in line with staffing budgets, identifying in advance where gaps may arise and implementing the most cost-effective methods of obtaining new talent.
• Maintain open channels of communication and encourage the contribution of ideas and feedback at all levels.
• Ensuring…