The Corporate Operations Manager is responsible for leading the end-to-end operations of the Corporate Life portfolio, including Group Life and Credit Life policies. The role ensures efficient, compliant, and customer-centric execution of underwriting, servicing, pricing, reinsurance, claims, and retention strategies. Acting as the central point of operational oversight, this role is pivotal in enhancing client satisfaction and enabling portfolio growth through seamless cross-functional coordination.
Key Responsibilities:
Strategic Operational Leadership
- Define and execute the operational strategy for Corporate Life to enable business growth, high customer satisfaction, and optimal profitability.
- Lead transformation initiatives that enhance end-to-end operational efficiency, simplify processes, and improve agility.
- Develop frameworks that align operational capabilities with corporate priorities, compliance standards, and evolving customer expectations.
Data-Driven Decision-Making & Innovation
- Drive a culture of data-driven operations by embedding analytics, Machine Learning tools into core business processes such as underwriting decisioning, claims, risk modelling, and operational forecasting.
- Define actionable insights from portfolio trends, customer behaviours, and service metrics.
- Promote predictive and prescriptive analytics in identifying at-risk schemes, improving pricing adequacy, and refining customer engagement strategies.
Customer & Intermediary Experience Enablement
- Champion an integrated service model that ensures consistency, responsiveness, and personalization across all customer touchpoints.
- Deliver seamless onboarding, proactive issue resolution, and retention-focused interventions.
- Translate operational insights into targeted enhancements that improve Net Promoter Scores (NPS), Net Effort Scores(NES), turnaround times, and service-level agreements (SLAs).
Process Excellence & Systems Optimization
- Oversee continuous improvement of core systems , ensuring automation and process integrity.
- Identify operational inefficiencies and lead redesign efforts using lean, digital-first approaches that eliminate manual dependencies and reduce turnaround times.
Governance, Compliance & Risk Management
- Ensure all operational activities strictly adhere to applicable internal and external regulatory frameworks, including but not limited to the Insurance Act, Anti-Money Laundering regulations, the Data Protection Act, and other relevant statutory requirements.
- Maintain oversight of compliance obligations, proactively identify regulatory risks, and embed controls to ensure operational integrity.
- Lead operational risk assessments and drive the implementation of robust controls to prevent fraud or leakage.
- Maintain high standards of data quality, documentation, and regulatory reporting.
Stakeholder Engagement & Executive Reporting
- Provide regular strategic updates and insights to executive leadership on operational performance, emerging risks, client feedback, and opportunities for improvement.
Key Relationships:
- Internal: Distribution, Customer Experience, Actuarial, IT, Finance, Risk & Compliance, Legal, Product Development
- External: Brokers, Corporate Clients, Reinsurers, Regulators (e.g., IRA)
Qualifications & Experience:
- Bachelor’s degree in Commerce (BCom), Actuarial Science, or a related field.
- Master’s degree (MBA or equivalent) preferred.
- Professional insurance certification (ACII, AIIK,ALMI) required.
- 8+ years’ experience in life insurance operations, with strong exposure to Group and Credit Life products.
- Proven experience in leading strategic operational transformation.
- Demonstrated expertise in using analytics, AI/ML, and business intelligence tools to drive operational outcomes.
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