Coo, Amea

**SUMMARY**

The Chief Operating Officer (COO) is responsible for supporting Mercer’s COO as well as the AMEA Region in developing and operationalizing the business strategy and driving a best-in-class, high-growth organization, while enabling outstanding product and service delivery for our clients. The COO will lead critical strategic projects, drive significant transformational change, leading ongoing strategic initiatives, while collaborating with the Digital and Technology organizations. This Partner level role sits on the AMEA Leadership Team and the Global Operations & Technology Leadership Team.

**POSITION SCOPE**
**We will count on you to**:

- The COO will drive an engine of efficiency by delivering superior excellence in client service and productivity.
- Enable sustainable, double-digit revenue growth for the region and markets while creating a superior client experience in collaboration with the Digital and Technology teams.
- Develop and implement operations-related initiatives to increase client delivery capabilities and maximize performance, revenue, profit and market share, while delivering superior products and services to clients.
- Drive transformation across the AMEA Region and serve as a catalyst of change. Enhance efficiencies through rightshoring, automation and lean methodologies.
- Partner on all aspects of the organization's operations and technology to drive expense and inefficiency out of the business. Assist leadership in identifying and maximizing opportunities in areas that may warrant reorganization or other change.
- Proactively monitor and assess industry, competitor, macro-economic and regulatory trends to ensure operational capabilities optimally position the business to compete and respond to change. Leverage a wide external network to stay current in the industry and anticipate and respond to changing market needs.
- Develop Target Operating Models (TOMs) for Business Units and define the building blocks to ensure best practices are utilized across the firm. Leverage data and analytics in order to advance the business agenda and track business performance against industry benchmarks. Monitor progress against key metrics to drive accountability new ways of thinking.
- Establish a culture of high performance and collaboration within the AMEA Operations & Technology (O&T) organization, focusing teams on operational excellence and efficiency across various geographic locations (including Singapore, Philippines, Hong Kong, China, India, Malaysia).
- Attract, retain and develop best-in-class talent. Passionate about growing and developing others, high ownership in team and self-development.
- Remain proactively focused on succession planning and strengthening the bench within the team.
**What you need to have**:

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Operations Leadership expertise**: Significant depth and operations experience with responsibility for defining and executing the overall operations strategy.
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Operational Excellence and Champion of Change**:Experience in the delivery of operational excellence through lean, automation and digitization with the ability to lead the rest of the region on this journey. Must demonstrate a track record of reaching across organizational boundaries to marshal resources and drive enterprise-wide changes.
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Technology and Digitization Experience**: Demonstrated ability to significantly disrupt operations through the delivery of advanced digital solutions.
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Process Excellence & Continuous Improvement**: Demonstrated ability to drive process reengineering across a Shared Services organization, and/or Centers of Excellence (COEs). Prior experience of successfully offshoring work desired.
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Customer Centric**: Tenure within an organization with the customer at the core. Evidence of delivering significant change to improve NPS and customer experience.
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Executive Leadership**: Ability to lead and inspire a team of c.150 people, fostering a culture of change & transformation. Create an engaging work environment and inspire teams to want to perform at a higher level. Passionate about driving a diverse and inclusive environment. Promote and recognize individual and cultural differences.
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Cross-Cultural Acumen**: Build strong relationships based on mutual respect, honest and trust with diverse individuals of different cultural backgrounds and communication styles representative of the breadth of the Asia, Middle East, and Africa regions, adapting their own style to ensure effective communication and execution.
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Matrixed Org Leadership Experience**:Expert in navigating a complex matrixed organization.