Chief Operating Officer - Immigration - SVP

Purpose

The Immigration Chief Operating Officer (COO) is accountable for theday-to-day operation of the Immigration Service Line, ensuring the businessoperatesat scale, delivers sustained margin improvement, and releases capacity to support growth.

As a Senior Vice President, this role provides enterprise-level operational leadership across Immigration, with accountability for translating strategic priorities, transformation outcomes, and growth opportunities into a globally consistent, commercially disciplined operating model.

Partnering closely with the Immigration Global Lead and the Office of Transformation, the COO ensures that approved strategic and transformation recommendations are translated into a durable, efficient, and execution-ready operating model. The COO owns the operational, financial, and workforce leversrequiredto turn change into measurable business outcomes across all regions.

The role will also lead the operational standardization of M&A integration activity within Immigration, ensuring that acquired or transitioned businesses are brought into consistent operating practices, delivery standards, performance expectations, and governance routines.

• Partner with the Immigration Global Lead to executeagreed strategic priorities into operational priorities that drive margin expansion, scalability, and capacity release.

• Work in close collaboration with the Office of Transformation, which leads the design and delivery of transformation initiatives, to ensure recommendations are implemented, embedded, and sustained into business-as-usual operations.

• Take ownership for operational adoption, sustainability, and value realisation of transformation outcomes, including benefits tracking and ongoing optimisation.

• Drive disciplined execution of agreed operating model changes across regions, making trade-offs across cost, talent, technology, and delivery capacity to achieve commercial objectives.

• Establish andmaintainoperational governance that ensures transformation outcomes are consistently implemented, measured, and improved post-implementation.

• Ensure transformation efforts are connected to measurable commercial outcomes, including margin improvement, scalability, productivity, quality, and capacity release

• Own and continuously improve BAU performance of the global operating model, within approved delivery and excellence frameworks, ensuring it supports scalable delivery, consistent quality, and efficient use of resources across all territories.

• Pull together regional and country leadership teams around a single, globally coherent way of working, balancing standardisation with local regulatory and market requirements.

• Oversee day-to-day operations across delivery centres, driving utilisation, throughput, and operational efficiency.

• Establish standard operating rhythms, performance dashboards, and KPIs that provide clear visibility into capacity, productivity, quality, and cost.

• Drive a rigorous operational discipline, ensuring deviation from targets are quickly addressed through corrective actions and leadership interventions

• Identify and mitigate operational risks, ensuring business continuity, compliance, and adherence to global standards.

• Set and reinforce global standards for how Immigrationoperatesacross markets, ensuring regional flexibility where required while reducing unnecessary variation in core processes, decision rights, delivery practices, and performance management.

• Lead the ongoing simplification and standardization of operational practices to improve consistency, reduce complexity, and enable scalable growth.

• Lead the operational standardization of M&A activity within Immigration, ensuringacquired, transitioned, or newly integrated teams are brought into a consistent global operating model.

• Define the core operating standards, governance routines, performance expectations, and integration milestones required for M&A deals to move from transaction close to sustainable business-as-usual operations.

• Partner with the…