Duties & Responsibilities
Operations Management:

• Provide strategic leadership and direction for all operational units within the company, ensuring alignment with business goals..
• Develop, review, and enforce operational policies, procedures, and standard operating processes (SOPs).
• Monitor and evaluate operational performance metrics and drive continuous improvement to achieve efficiency and service excellence.
• Ensure seamless coordination across all operations functions to deliver an excellent customer experience.
• Lead business continuity and disaster-recovery preparedness to guarantee uninterrupted operations.

Process Improvement & Efficiency:

• Identify process gaps and lead initiatives to optimize workflows, reduce operational bottlenecks, and automate manual functions.
• Drive standardization, documentation, and performance monitoring across all operational units.
• Lead digital transformation initiatives in collaboration with IT and other business units.

Regulatory Compliance & Governance:

• Ensure compliance with NAICOM guidelines, labour laws, data protection regulations, and industry governance policies.
• Support regulatory audit exercises, prepare required documentation, and respond to compliance issues.
• Work closely with ERM to address operational risks and implement mitigation strategies.

People Management & Leadership:

• Lead, coach, and mentor the operations team to enhance their performance and professional development.
• Collaborate with HR to identify manpower gaps, training needs, and recruitment requirements.
• Create a culture of accountability, continuous improvement, and high performance.

Administrative & Facilities Management:

• Oversee administrative services, logistics, asset management, and facility maintenance.
• Ensure safety, security, and regulatory compliance across all office environments.
• Manage vendor relationships and monitor SLA compliance for outsourced services

Technology & Systems Coordination:

• Work with the IT team to ensure the continuous availability and performance of operational systems.
• Participate in the implementation of new software, system upgrades, and automation tools.
• Support data integrity, systems compliance, and operational reporting.

Educational Qualification and Training

• Bachelor’s degree in Business Administration, Insurance, Operations Management, Finance, or related field.
• Master’s degree (MBA/MSc) is an added advantage.
• Professional certifications such as ACII, NII, PMP, or related operations/insurance credentials are an advantage.
• 8–12 years progressive experience in operations management within the insurance or financial services industry, with at least 4 years in a leadership role.

Skills & Abilities:

• Strong understanding of insurance operations, regulatory frameworks, and industry standards.
• Proven ability to lead and motivate high-performing teams.
• Excellent analytical, problem-solving, and process optimization skills.
• Strong communication, negotiation, and stakeholder management abilities.
• Proficiency in operational systems, CRM platforms, and MS Office tools.
• High level of integrity, professionalism, and attention to detail.