Reports to: Chief Operating Officer
The Global Operations Director is responsible for building and leading operations teams, driving operational improvement and monitoring operational delivery across all of MicroEnsure’s business units within Asia and Africa. The Global Operations Director will ensure that effective operational infrastructure, resources and processes are in place to support the delivery of new and existing products and to support the implementation of new products. They will also ensure that high quality operational delivery teams are developed within each of MicroEnsure’s offices as appropriate to support the needs of the business and that teams have the necessary training, equipment and documentation to perform their roles effectively.
The Global Operations Director will also be responsible for defining operational requirements and establishing new operations teams and processes in new markets in which MicroEnsure plans to grow business.
Global Operations Director Responsibilities:
Operational Strategy Development
Work with the Chief Operating Officer, local operations managers and other stakeholders as appropriate to develop strategies for effective operational delivery of services on a per country or regional basis to best support individual programmes and/or country based operations
Work with the Country Managers and operations managers to identify and implement optimal team structures for delivery of operational services
Develop and implement individual operational strategic plans for each operating country and/or region as appropriate, to be approved by the Chief Operating Officer
Operational Improvement
Identify opportunities for improvement of existing operational processes in relation to cost and/or quality of service delivery, including identification of technologies to enhance service delivery
Promote a culture and establish a practice of continuous improvement within operational delivery teams
Provide input to the development and improvement of the MicroEnsure Global Products Platform to ensure that it best supports the needs of the business from an operational perspective
Business Development
Support business development opportunities through contributions to proposals and presentations regarding operational delivery
Develop and maintain materials to describe and promote MicroEnsure’s operations service delivery capability
Operational Monitoring, Evaluation & Reporting
Develop and enhance procedures for monitoring the operational effectiveness of the business, including local and regional Key Performance Indicators, as appropriate
Monitor operations delivery against SLAs
Review and update operational KPIs as necessary
Review and produce operational reports on a per country or regional basis in line with global and partner specific reporting requirements
Develop processes for identification & management of operational risks and ensure that any significant risks are reported to the appropriate manager/s on a timely basis and managed to a successful outcome
Establish and review unit effort and cost of operational service delivery to support capacity planning and service pricing
Operational Delivery & Implementation
Support the testing and implementation of MGPP as required
Ensure that service at all levels, including claims, enrolment and reporting, is of the highest quality, meeting or exceeding all service level requirements
Ensure that all operational processes and procedures are appropriately documented and that procedures are in place to update documentation as required on an ongoing basis
Ensure sufficient partnership documentation for each active business, including but not limited to non-disclosure agreements, service level agreements, policy wordings, and commercial contracts
Operations Team Development
Work with local operations managers to ensure that operational teams are trained to perform their roles effectively
Develop and ensure the maintenance of high quality training materials for operational staff
Work with HR teams to identify and implement effective tools for training and review of operational staff
Development of Global Operational Delivery Capability
Promote sharing of operational improvement ideas, processes and documentation on a global basis
Ensure that all relevant operational documentation is shared globally and utilized locally as appropriate
Team Leadership & Development
Provide strong leadership, mentoring and guidance to all operational teams
Support recruitment of high quality operations teams, including development of appropriate job descriptions and interview questions and support of interview processes as required
Relationship Management
Build strong relationships with key operations partners including underwriters and service providers
Support Country Managers and operations managers to maximise the benefit of partner relationships and resolve issues that may arise
Qualifications
4 year degree qualification required, MBA preferred
At least 10 years’ work experience preferred, with a demonstrated track record of achievement and increasing responsibility
Strong operational delivery track record with management experience
Appreciation and concern for the plight of low-income families across the globe
Ability to effectively present and sell concepts to senior managers in partner organizations who are often not familiar with insurance
Experience in developing and improving operational delivery processes
Experience in working with low-income persons in professional or informal settings
Knowledge of financial services sector essential, knowledge of insurance preferred
Ability to perform business analysis by utilizing operational, financial and other data
Willingness to work as a team member with people across geographies and cultures
Strong self-starter able to perform tasks with minimal input
Ability to work on the move approximately 30% of time across Africa and Asia regions
Commitment to model and articulate MicroEnsure’s mission, vision and values
Fluency in spoken and written English essential
Strong knowledge of and experience with Microsoft Office Suite, including Word, Excel and PowerPoint, including using these tools to present materials orally and in written form
