Chief Operating Officer

Job description
Job purpose
The Chief Operating Officer will be accountable for setting and driving strategic direction and providing executive leadership and management to the General insurance Operations Organization, focusing on ensuring the department’s performance meets or exceeds customer expectations while concurrently driving operational efficiencies. The COO will play a significant role in developing and implementing processes and technology solutions necessary to achieve the organization’ s business goals and objectives.
Key Responsibilities

Leading and executing the operational strategy of the GI business by Establishing and enforcing organizational goals, policies and operating procedures
In liaison with the Underwriting Manager, ensure that the underwriting policies reflect the Company’s strategic risk management framework and are observed at all times. Ensure risk control mechanisms are in place
In liaison with the Claims Manager, ensure that the claims policies reflect the company’s strategic risk management framework and are observed at all times Ensure risk control mechanisms are in place
Defines the service operations strategy to ensure the business provides world-class service to all customer segments.
Ensure operational efficiency in claims, underwriting, legal, reinsurance and customer service departments in accordance with established SLAs.
Put in place standards for interdepartmental service level agreements that will improve the company’s service ratings
Ensuring service levels agreements with external customers and partners are put in place and are adhered to
Defines annual operating budget for Operations and ensures unit operates at or below budget
Manage key relationships with clients, intermediaries and service providers in the market by ensuring that service to customers and producers meets their expectations
Provide effective leadership and direction to the various departmental heads. Managing and developing the team of Claims and Underwriting specialists
Carry out market intelligence to ensure the company is in tandem with industry trends and adopts pricing mechanisms that ensure profitability across all products.
Put in place control mechanisms that enable a measure of service satisfaction by agents, brokers, customers and the regulator
Optimizing the use of technology, people, and defined processes to achieve an optimum competitive positioning and standardize operations and reduce turn-around time on key business processes. in the business unit.
Driving process mapping and restructuring to obtain optimal operations with a clear bias for cost containment and fraud management. Identifies and implements on-going improvement initiatives to improve performance for Operations
Oversee and give technical guidance on all complex and large risks – both underwriting and claims
Evaluate reinsurance data and recommend changes where applicable to ensure a robust and optimal reinsurance program – Kenya and group
Review facultative placements, fronting, and special acceptance -waivers to ensure no expenditure
Ensure adherence of all regulatory requirements with regards to reinsurance, claims and technical acceptance of risks
Perform any other duties as may be assigned from time to time

Key Performance Measures

Interdepartmental service level agreements in place
Effective risk control
Adherence to service level agreements
Statutory and legal compliance
Process turnaround times

Working Relationships
Internal Relationships

Responsible for staff working under this position
Required to liaise and work closely with the other departments as may be necessary

External Relationships

Britam customers
Insurance sector players

Knowledge, Experience And Qualifications Required

Bachelors’ degree in a business related field
Masters’ degree is an added advantage
Professional qualification in Insurance (ACII, FLMI or AIIK)
7-10 years’ experience in the insurance industry 3-4 of which must be in a senior management
Proven experience as an Operations Manager within a Financial Services Industry (Banking and Finance/ Insurance).
Extensive experience in ensuring operational risks are identified and managed.
Significant experience in process mapping and restructuring to obtain optimal operations with a focus on cost containment and fraud management
A deep understanding of leveraging technology and processes to standardise operations, reducing turn-around times on all key business processes.
A demonstrated track record in optimising operations to enhance the overall customer experience at all customer contact points.
Managing and Executing Strategy

Technical and functional competencies

In depth understanding of insurance operations
Knowledge of insurance regulatory requirements
Knowledge of underwriting and claims procedures
Ability to deliver results and meet customer expectations
Excellent organisational and analytical skills
Effective business management skills
Demonstrable commercial and financial management experience
Excellent organizational and stakeholder management skills

Core competencies

Communication skills
Building Relationships
Focuses on the Customers
Develops Self
Solves Problems
Develops Others
Manages Quality and Risk
Managing Change and Ambiguity