Job Title: Chief Operations Officer

Direct reports: Chief Executive Officer

Location: Dar es salaam, Tanzania

Job Purpose

The role holder will be responsible for providing leadership for underwriting, claims, and other areas of general Insurance management and ensure delivery of service that meets customer expectations.

Responsibilities and Accountabilities

• In liaison with the Underwriting Manager, ensure that the underwriting policies reflect the country’s strategic risk management framework and are observed at all times;
• 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 that the company meets operations efficiency in claims and underwriting procedures;
• Carry out market intelligence to ensure the company is in tandem with industry trends and adopts pricing mechanisms that ensure profitability;
• Put in place control mechanisms that enable a measure of service satisfaction by agents, brokers, customers and the regulator;
• Put in place standards for interdepartmental service level agreements that will improve the company’s service ratings;
• Set and monitor operational budgets;
• Ensure that service to customers and procedures meets their expectations;
• Manage key relationships with clients, intermediaries and service providers in the market;
• In liaison with the Underwriting Manager ensure that the company has in place a robust and optimal reinsurance program;
• Ensure the establishment and management of a versatile risk survey function;
• Perform any other duties as may be assigned from time to time by the supervisor; and
• Deliver on performance requirements as defined in the departments’ strategy map, balanced scorecard and Personal Scorecard.

Requirements

• Relevant Bachelor’s Degree; MBA is an added advantage.
• Professional qualification in Insurance (ACII) or equivalent.
• 10 years’ experience, 4-5 of which should be in a managerial capacity in a busy environment.
• Commercial and general management experience in a company of approximately similar size or larger.
• Extensive experience in ensuring operational risks is identified and managed.
• Significant experience in process mapping and restructuring to obtain optimal operations with a focus on cost containment.
• A deep understanding of leveraging technology and processes to standardize operations, reducing turn-around times on all key business processes.
• A demonstrated track record in optimizing operations to enhance the overall customer experience at all customer contact points.

Benefits

Key Performance Measures

• Risk and control self-assessment score
• Customer turnaround time
• Percentage of staff achieving targets
• Key talent retention
• Percentage of processes re-engineered
• Customer Retention & Renewal retention

Core competences

• Strategically lead a function to service customers from a sustainable and growing customer base whilst increasing profit;
• Continuously configure and adapt the functional area to most effectively suite the future view of the business;
• Introduce new concepts so that they are adopted appropriately at the right time (manage the rate of change);
• Be in touch with the changing industry, customer needs and international best practice;
• Improve the efficiency of the function by appropriately challenging managers about operational and tactical issues;
• Ensure the function has the most appropriate people capability through effective inspirational leadership, people development, and optimized succession planning;
• Ensure clarity of expectations for individuals in the function and other stakeholders across the group;
• Facilitate functional integration;
• Ensure the development and establishment of appropriate behavior and values (culture) within the function that aligns with the strategic direction and values of the business;
• Co-ordinate between functions and divisions to ensure optimization of the value chain and resources;
• Ensure alignment of strategy, objectives and deliverables within the function;
• Develop innovative partnerships and distribution channels to increase company market penetration;
• Ensure a seamless experience for clients;
• Appropriately allocate funds and capital to maximize shareholder value.