Chief Operating Officer (COO) at Directline Assurance Company Limited

JOB ADVERTISEMENT

We seek to recruit a qualified self-driven and results-oriented individual to fill the position of Chief Operating Officer (COO). The role holder will report to the Chief Executive Officer & Principal Officer.

The role

The role holder will be responsible for the company’s operational functions to ensure process optimization, efficient claims management, underwriting efficiency & regulatory compliances.  The COO role will ensure that the operational functions support business growth, business efficiencies, enhance customer experience, align with industry regulations and best practices, and help achieve the business’s strategic goals.

Key Reporting Relationships

Key Roles & Responsibilities

• Strategy & Operational Business Efficiency
  • Provide the Board of Directors and management with key technical and professional advice with regard to the business strategy execution
  • Develop and implement operational strategies to optimize performance and increase efficiency.
  • Oversee the claims, underwriting, ICT and human resource teams 
  • Define business processes to achieve optimum competitive positioning and standards of operation
  • Put in place standards for interdepartmental service level agreements that will improve organizational efficiency 
  • Set and take corrective action against significant deviations from the set business strategies and standards.
  • Drive the automation and digital transformation agenda of core business functions 
  • Continuously improve workflow efficiency, productivity and cost-effectiveness.
  • Perform budgetary control of operational functions.
  • Provide effective leadership and direction to the various departmental heads
• Claims & Underwriting Management
  • Ensure timely, accurate and fair claims processing to enhance customer satisfaction.
  • Monitor underwriting performance and ensure adherence to risk management policies.
  • Develop and enforce fraud detection and prevention measures in claims and underwriting.
  • Monitor service-level agreements (SLAs) and key customer experience metrics.
• Leadership & Stakeholder Management
  • Provide strategic leadership and operational direction to teams across claims, underwriting, IT, and human resources
  • Work closely with the CEO and other executives to align operations with the business goals and ensure multi-channel service delivery through the digital, call centres and branch operations
  • Promote a culture of excellence and accountability within the organization
  • Promote the company’s values and vision
  • Build relevant departmental capacity to deliver on strategy by leading, guiding, directing and evaluating the work of the team
  • Oversee workforce planning and development to ensure a high-performance culture.
  • Conduct regular team meetings and training sessions to enhance skills to improve operational efficiency.

Qualifications and Competencies

• Bachelor’s degree in Business Administration or a related discipline from a recognized university 
• Master’s degree in a business related field will be an added advantage.
• Professional certification (e.g., AIIK, ACII)
• Relevant work experience of not less than ten (10) years, with at least five (5) years served in senior leadership in a similar role in insurance or financial services sector. 
• Should have strong working knowledge and experience in the insurance industry including operations, claims processes, underwriting policies and market trends
• Should have the ability to translate business goals into operational strategies and execution 
• Strong focus on improving service delivery.
• Strong expertise in streamlining processes and improving efficiency.
• Experience in operational management, process improvement and workflow optimization 
• Should have sound financial acumen and budgeting skills
• Strong project management and change management skills
• Should have high level of integrity and understanding of corporate governance best practices