Chief Operating Officer at Liberty Life

Job Summary

The role holder will be responsible for providing strategic leadership across the Company’s General Insurance operations department and the Health Business bringing together commercial, technical and operational priorities to deliver sustainable growth, profitability and superior customer outcomes.

Key Responsibilities

• Strategy & Business Performance: Translate the Company’s strategy into clear business and operating priorities across General Business Operations and Health, driving sustainable growth, profitability, retention, customer experience and operational performance.
• Operational Excellence: Provide executive oversight of core operations, including underwriting, claims, policy administration, client servicing and healthcare operations, ensuring efficient, scalable, customer-focused and commercially sustainable delivery.
• Health Business Leadership: Lead the strategic and operational performance of the Health Business, with accountability for portfolio quality, underwriting, claims, service provider performance, retention and profitability.
• Transformation & Continuous Improvement: Drive process optimisation, automation, digital enablement and data-led decision-making to improve productivity, service quality, turnaround times and cost efficiency.
• Customer & Intermediary Experience: Champion consistent, high-quality customer and intermediary experiences, addressing service issues and their underlying causes while strengthening relationships with clients, brokers, healthcare providers, reinsurers and strategic partners.
• Risk, Governance & Compliance: Provide oversight of operational, underwriting, claims and third-party risks, business continuity, internal controls, reinsurance and regulatory compliance, including KYC, AML and Data Protection requirements.
• Commercial & Financial Management: Optimise operational profitability, budgets, resources and costs while maintaining appropriate controls, service standards and customer outcomes.
• Leadership & Organisational Capability: Lead and develop a high-performing senior leadership team, building talent, succession capability, accountability and a culture of collaboration, innovation and continuous improvement.
• Stakeholder & Strategic Advisory: Provide the Managing Director with forward-looking insights and recommendations on performance, market opportunities, risks and strategic priorities, while maintaining strong relationships with regulators and key industry stakeholders

Qualifications

• Bachelors’ degree in a business related eld
• Masters’ degree is an added advantage
• Advanced Diploma in Insurance (ACII or AIIK)
• Member of CII or IIK

Experience

• 15 years’ experience in the insurance industry, 5 of which should be in senior management

Competencies

• Strategic and operational leadership
• Insurance operations, underwriting, claims and reinsurance management
• Financial, P&L and business performance management
• Risk management, governance and compliance
• Process improvement and operational excellence
• Digital transformation, automation and change management
• Data analysis, reporting and decision-making
• Commercial acumen and results orientation
• Stakeholder management, communication and influencing
• Customer focus
• People leadership and development
• Problem-solving and strategic thinking
• Integrity and accountability