Chief Operations Officer

Remote

Full Time

Executive

SUMMARY

This role leads our global 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.

DUTIES AND RESPONSIBILITIES

Management of Operations

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.

Management and Monitoring of Service Standards

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.

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 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

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.

QUALIFICATIONS AND REQUIREMENTS

Bachelor’s degree in business or other related field required, 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.
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

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.

Apply for this position

Required*

First Name*

Last Name*

Email Address*

Phone*

Address*

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

What languages do you speak fluently?*

Earliest start date?

By submitting my application, I certify that I have read and understand the applicant instructions included with this application and that the answers given by me to the foregoing questions and statements made by me are complete and true to the best of my knowledge and belief.

I understand that any false information, omissions or misrepresentations of facts called for in this application, whether on this document or not, may result in rejection of my application or discharge at any time during my employment.

I understand that this application form is intended for use in evaluating my qualifications for employment and that this application is not an offer of employment. I further understand that if hired, my employment will be considered "at-will" and that my employment may be terminated for any reason, with or without cause or notice, at any time by me or the Company and that this application is not intended to constitute a contract of continued employment.

You acknowledge that you have read and agree to the applicant instructions and attestation of this application.*

Have you ever been employed or are currently employed by International Medical Group (IMG) or any of its subsidiaries (ALC Health, Global Response)? If yes, please provide your dates of employment with IMG. If no, please respond with N/A.*

How did you learn about this position?*

If referred by an employee of IMG, please provide the name of the employee that referred you.

Are you at least 18 years of age?*

Do you have an relatives currently employed by IMG or any of its subsidiaries (ALC Health, Global Response)? If yes, provide their name(s) in the next question.*

Provide the name(s) of relatives employed by IMG or any of its subsidiaries.

Are you legally authorized to work in the United States?*

Will you now or in the future require sponsorship for employment visa status?*

Are you subject to a non-compete agreement, non-solicitation agreement, or restrictive covenants agreement?*

What are your salary range expectations for this position?

**Instructions -- A numerical value/range is required in response. Responses such as negotiable, open, etc. without also including a dollar amount or range may delay your application processing.*

The following questions are entirely optional.

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.

Gender

Race/Ethnicity

Invitation for Job Applicants to Self-Identify as a U.S. Veteran

A “disabled veteran” is one of the following:
- a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
- a person who was discharged or released from active duty because of a service-connected disability.
A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran status

I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE
I AM NOT A PROTECTED VETERAN
I DON’T WISH TO ANSWER

Voluntary Self-Identification of Disability

Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury

Please check one of the boxes below:

YES, I HAVE A DISABILITY, OR HAVE HAD ONE IN THE PAST NO, I DO NOT HAVE A DISABILITY AND HAVE NOT HAD ONE IN THE PAST I DO NOT WANT TO ANSWER

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Name	Date

Human Check*

Submit Application

We are Hiring!

Chief Operations Officer

Apply for this position