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Hiscox COO Michael Gould took the helm at the group's operations in 2008. From the outset, he set out to adapt the culture. processes and systems of the flourishing specialist insurer.
The South African is no stranger to transforming business models. His impressive résumé includes stints at American Express and at Aon, where he successfully turned around the fortunes of a struggling business division.
The focus at Hiscox is to become customer-obsessed in everything we do: delivery is becoming both predictable with a right first time orientation where the brand is based on trust and consumer confidence. Michael preserves and fosters this legacy.
"nimble, responsive and efficient"He began by forming a group operations strategy, setting out a clear, overarching vision: to become synonymous with the words "nimble, responsive and efficient" within a period of three to five years.
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