Chief Operating Officer (Coo) At Directline Assurance Company Limited

JOB ADVERTISEMENT
We seek to recruit a qualified self-driven and results-oriented individual to fill the position ofChief Operating Officer (COO).The role holder will report to the Chief Executive Officer & Principal Officer.
The role
The role holder will be responsible for the company's operational functions to ensure process optimization, efficient claims management, underwriting efficiency & regulatory compliances. The COO role will ensure that the operational functions support business growth, business efficiencies, enhance customer experience, align with industry regulations and best practices, and help achieve the business's strategic goals.
Key Reporting Relationships
Internal Reporting Lines
External Stakeholder Engagement

Direct Reports: Head of Claims, , Head of Human Resources, Head of ICT and Head of Underwriting

Brokers, Saccos, Agents, Auditors

Indirect Reports: Claims, HR, ICT and Underwriting teams
Industry Associations

Key Roles & Responsibilities
Strategy & Operational Business EfficiencyProvide the Board of Directors and management with key technical and professional advice with regard to the business strategy execution
Develop and implement operational strategies to optimize performance and increase efficiency.
Oversee the claims, underwriting, ICT and human resource teams
Define business processes to achieve optimum competitive positioning and standards of operation
Put in place standards for interdepartmental service level agreements that will improve organizational efficiency
Set and take corrective action against significant deviations from the set business strategies and standards.
Drive the automation and digital transformation agenda of core business functions
Continuously improve workflow efficiency, productivity and cost-effectiveness.
Perform budgetary control of operational functions.
Provide effective leadership and direction to the various departmental heads

Claims & Underwriting ManagementEnsure timely, accurate and fair claims processing to enhance customer satisfaction.
Monitor underwriting performance and ensure adherence to risk management policies.
Develop and enforce fraud detection and prevention measures in claims and underwriting.
Monitor service-level agreements (SLAs) and key customer experience metrics.

Leadership & Stakeholder ManagementProvide strategic leadership and operational direction to teams across claims, underwriting, IT, and human resources
Work closely with the CEO and other executives to align operations with the business goals and ensure multi-channel service delivery through the digital, call centres and branch operations
Promote a culture of excellence and accountability within the organization
Promote the company's values and vision
Build relevant departmental capacity to deliver on strategy by leading, guiding, directing and evaluating the work of the team
Oversee workforce planning and development to ensure a high-performance culture.
Conduct regular team meetings and training sessions to enhance skills to improve operational efficiency.

Qualifications and Competencies
Bachelor's degree in Business Administration or a related discipline from a recognized university
Master's degree in a business related field will be an added advantage.
Professional certification (e.g., AIIK, ACII)
Relevant work experience of not less than ten (10) years, with at least five (5) years served in senior leadership in a similar role in insurance or financial services sector.
Should have strong working knowledge and experience in the insurance industry including operations, claims processes, underwriting policies and market trends
Should have the ability to translate business goals into operational strategies and execution
Strong focus on improving service delivery.
Strong expertise in streamlining processes and improving efficiency.
Experience in operational management, process improvement and workflow optimization
Should have sound financial acumen and budgeting skills
Strong project management and change management skills
Should have high level of integrity and understanding of corporate governance best practices