Chief Operating Officer

Cigna; Dubai; On-site; AED 800,000 - 1,100,000; Full time

Job summary

Cigna seeks an executive leader for Global Individual Health in the UAE to drive the next growth phase. Reporting to the Chief Customer Officer International Health, the role blends strategy, operations and customer excellence to enhance the customer experience and scale capabilities.

The candidate will lead a multi-year transformation, align with regional and global teams, and deliver sustainable growth through improved processes, governance, and data-driven decisions.

Qualifications

• Significant experience building and leading successful teams in a global and matrixed environment.
• Proven track record of owning and enhancing the complete customer experience.
• Extensive stakeholder engagement experience both internally and externally.
• Strategic thinker with a combination of technical knowledge and a track record of delivery.
• Strong financial and commercial acumen with experience balancing customer experience, operational excellence and business performance.
• Experience leading large-scale business transformation and operational change initiatives.

Responsibilities

• Build the vision and strategy for Global Individual Health customer experience and execute multi-year transformation.
• Design and implement a differentiated service proposition for the segment.
• Maintain global connectivity to leverage capabilities and assets.
• Shape and oversee systems, processes and people to support the operation.
• Manage daily operations and improve efficiency with clear accountability.
• Drive transformation initiatives across operations, technology and customer experience.
• Establish performance metrics and governance for customer outcomes and operational effectiveness.

Skills

Leadership

Customer experience

Strategic thinking

Stakeholder engagement

Transformation

Education

MBA or degree

Job description

Why join us

We are seeking an exceptional executive leader to shape the next phase of growth for Global Individual Health Reporting to the Chief Customer Officer International Health the COO GIH will play a pivotal role in enhancing customer experience scaling operational capabilities and supporting the continued growth of a rapidly expanding international business This role offers the opportunity to lead a significant transformation agenda combining strategy operations and customer excellence to strengthen GIH s market position and deliver sustainable business growth

Key Accountabilities

Build the vision and strategy for the Global Individual Health customer experience of the future and execute on delivery of the multi-year transformation for the business Design and implement a truly differentiated service proposition understanding the unique needs of the segment being market focused to understand competitors and taking into account the unique role GIH brokers play in the delivery of the customer experience Maintain global connectivity to leverage enterprise and IH capabilities and assets Shape and oversee the systems processes and people needed to support the operation Manage the daily business operations improving the efficiency of operational processes and ensuring accountabilities are clearly defined Work closely with the Customer Office SLT peers and teams to ensure the adoption of initiatives and programs to support business growth now and in the future Lead transformation initiatives across operations technology and customer experience to support the next stage of GIH 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 building and leading successful teams in a global and matrixed environment
• Proven track record of owning and enhancing the complete customer experience
• Extensive stakeholder engagement experience both internally and externally Strategic thinker with a combination of technical knowledge and a track record of delivery
• Strong understanding of how a retail business model operates Relevant sector experience background in healthcare consumer finance or similar regulated environment is preferred
• Educated to MBA or degree level is preferred
• Demonstrated success leading large-scale business transformation and operational change initiatives Strong financial and commercial acumen with experience balancing customer experience operational excellence and business performance Experience leading complex organizations through periods of growth change and modernization

Key Competencies

• Global mindset - culturally sensitive to a diverse international workforce
• ability to work well and influence within global matrix operation
• Ability to lead and influence decision making at a senior level in the organization
• Strong people management capabilities
• Customer obsession
• Strategic mindset
• Excellent analytic and synthesizing skills
• superior logic
• Results-oriented execution with the ability to make rapid decisions
• Dynamic leader with ability to lead and manage the organization through change
• Executive presence and ability to influence across multiple stakeholder groups
• Commercial acumen and growth mindset
• Ability to lead through ambiguity and navigate complex organizational environments
• Passion for transformation innovation and continuous improvement

Key Competencies

• Global mindset - culturally sensitive to a diverse international workforce;
• ability to work well and influence within global matrix operation
• Ability to lead and influence decision making at a senior level in the organization
• Strong people management capabilities
• Customer obsession
• Strategic mindset
• Excellent analytic and synthesizing skills,
• superior logic
• Results-oriented execution,
• with the ability to make rapid decisions
• Dynamic leader with ability to lead and manage the organization through change.
• Executive presence and ability to influence across multiple stakeholder groups.
• Commercial acumen and growth mindset.
• Ability to lead through ambiguity and navigate complex organizational environments.
• Passion for transformation, innovation and continuous improvement.