Head of Operations

Key Duties & Responsibilities:

Strategic Leadership & Operational Excellence:

• Formulate and deliver the operations strategy aligned with the company's operating model.
• Drive operational efficiency and reduce renewal cost per policy through process optimization.
• Continuously improving business processes and implementing operational efficiency models.
• Provide strong leadership to various units under operation to deliver on strategic and operational KPIs.

Departmental Oversight

• Oversee the effective functioning of Premium Administration, Underwriting, Claims, and Customer Service units.
• Develop the operational capability to support a diverse portfolio of products and schemes.
• Guide Underwriters on complex risks and ensure equitable risk acceptance and pricing.
• Support the development of team members and achieve expected engagement satisfaction levels.

Process & Risk Management

• Conduct critical analysis and interpretation of business requirements to optimize resources.
• Assess and analyze potential risk factors, ensuring decisions protect the company and meet customer needs.
• Lead the development and implementation of internal control systems to ensure compliance.

Customer & Partner Relations

• Build and manage relationships with external customers, partners, and pay points (e.g., banks, corporate institutions, and third-party institutions such as the Controller and Accountant General).
• Handle service level agreements with suppliers and third-party institutions for system support and other deliverables.
• Monitor and address customer complaints and compliments effectively.

Premium Collection & Financial Oversight

• Supervise billing, collection, allocation of premiums, and commissions administration.
• Oversee the use of alternative premium collection channels such as electronic platforms and mobile collections.
• Monitor, analyze, and develop strategies to reduce lapses and NTUs to acceptable levels.
• Provide budget oversight for technical departments and monitor performance against financial targets.

Product & Reinsurance Management

• Work with the Actuary and relevant teams to develop new products and processes.
• Negotiate, review, and implement reinsurance agreements and ensure compliance with terms.

Key Qualifications, Experience & Core Competencies:

• Bachelor’s degree in business, Insurance, or related field.
• Professional qualification (ACII or equivalent) is required.
• An MBA or postgraduate qualification is an added advantage.
• Minimum of 8 years’ experience in insurance operations, with at least 5 years in middle or senior management.
• Strong background in underwriting standards and practices.
• In-depth knowledge of the Insurance Act and other relevant regulatory frameworks.
• Strategic thinking and business acumen.
• Operational process improvement and optimization.
• Strong leadership and people management skills.
• Excellent negotiation and relationship management skills.
• Market insight and competitor analysis capabilities.
• Strong communication and executive presentation skills.
• High proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Location: Accra
Salary Range: Attractive
Employment Type: Full-Time