Chief Operating Officer

About the role

The Chief Operating Officer will join the Sales, Distribution and Customers Division Exco and be responsible for designing and executing a future‑fit service model across all operational functions. This senior role blends day‑to‑day operational management with long‑term strategic planning to drive sustainable growth and client centricity.

Key responsibilities

• Lead the design and implementation of a division‑wide service model, defining target service levels and embedding service‑excellence principles.
• Define business architecture for operational functions, map current and future operating models, and shape the technology roadmap.
• Partner with data architecture teams on data flows, governance and quality for servicing, underwriting and claims.
• Drive adoption of CRM, data analytics, AI/ML and automation to improve turnaround times, cost efficiency and client satisfaction.
• Oversee shared services portfolio, realise savings through consolidation, set SLAs and monitor performance.
• Manage the operational change portfolio, prioritising initiatives by value, risk and capacity.
• Collaborate with the Executive Head of Sales, Distribution and Customers to translate strategy into operational plans with clear KPIs.
• Own the operating expense budget, identify cost efficiencies and manage financial and operational risk.

Required profile

• Proven experience leading large teams and optimising end‑to‑end processes.
• Strong track record of strategic planning and driving growth in a complex, multi‑business environment.
• Experience managing operating expense budgets and delivering cost efficiencies without compromising service quality.
• Ability to work with senior executives and represent Operations at divisional Exco.

Required skills

• CRM systems
• Data analytics
• Artificial Intelligence / Machine Learning (AI/ML)
• Automation technologies