Head Of Operations

Key Duties & Responsibilities

Strategic Leadership & Operational Excellence:

1. Formulate and deliver the operations strategy aligned with the organization’s operating model.
2. Drive operational efficiency and reduce renewal cost per policy through process optimization.
3. Continuously improve business processes and implement operational efficiency models.
4. Provide strong leadership to various units under operations to deliver on strategic and operational KPIs.

Departmental Oversight:

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

Process & Risk Management:

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

Customer & Partner Relations:

1. 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).
2. Handle service level agreements with suppliers and third-party institutions for system support and other deliverables.
3. Monitor and address customer complaints and compliments effectively.

Premium Collection & Financial Oversight:

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

Product & Reinsurance Management:

1. Work with the Actuary and relevant teams to develop new products and processes.

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