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IMG (International Medical Group) · 1 day ago

Chief Operations Officer

United States

Full-time

Remote

Director/Executive

10+ years exp

IMG (International Medical Group) is seeking a Chief Operations Officer to lead their global insurance and assistance services delivery centers. This role focuses on driving a superior customer journey post-sale and operational efficiency through collaboration across departments.

Insurance

Responsibilities

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 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

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 to spot skills gaps and performance deficiencies within the team at an early stage and to take appropriate corrective measures in good time to avoid reduction in quality standards

Ensure that management information on key deliverables, services and quality performance, costs and staffing across Operations is up to date and provided as required

Ensure a comprehensive set of reports (scorecards, dashboards, etc.) which are submitted regularly in line with general reporting requirements

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 could be managed 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 throughout the year to minimize spending with a focus on productivity

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 contribution of ideas and feedback at all levels

Ensuring that departmental and individual objectives and priorities are set and understood by all employees and that performance is monitored against these set objectives

Manage individual conduct and professional behavior promptly and fairly by applying guidance and/or formal corrective measures, in conjunction with the HR team

Contribute to Company-Wide people management strategies, initiatives and processes as required

Qualification

Global Operations LeadershipCustomer Journey OptimizationProcess OptimizationBudget ManagementPeople ManagementIT ExpertiseInternational ExpertiseCultural UnderstandingLeadership SkillsMotivational Skills

Required

Bachelor's degree in business or other related field required

Demonstrable skill in customer journey optimization

Demonstrable skill in process optimization and efficiency

Experience managing large and complex budgets and proven ability to manage and control costs effectively

Proven people management experience and skills, especially in building, leading, and motivating large, remote teams, and managing performance and conduct fairly and decisively

Evidence of appropriate/relevant professional qualifications

Evidence of being able to work successfully in a fast-moving global environment

Ability to work with understanding and efficiency alongside people from different cultures and geographical locations

A naturally motivated professional with a positive approach and the ability to engage and inspire others

Must have the credibility, intellectual capability, and operational experience to gain immediate respect and professional credibility

Able to constructively challenge the status quo and influence through clear, informed, and logical argument

Have a far-reaching vision, strong leadership skills and passionate commitment to success

10-25% Domestic and International Travel Required

Preferred

Master's degree preferred

Minimum of 10-15 years of experience in Global Operations Leadership and Global Insurance and Services market experience preferred

Experienced and confident operations expert, IT and international expertise preferred

Company

IMG (International Medical Group)

IMG, a SiriusPoint company, is an award-winning global insurance benefits and assistance services company that has served millions of members worldwide since its founding in 1990.

Founded in 1989

Indianapolis, Indiana, USA

501-1000 employees