The Chief Operating Officer (COO) is responsible for developing strategy and overseeing the optimization of post-sales insurance operations, including customer service, retentions, and claims management. This role requires a strategic leader with a strong operational background in insurance, focused on driving efficiency, compliance, and customer satisfaction across all post-sales functions. The COO will play a key role in enhancing processes, improving service delivery, and ensuring the business leverages technology to achieve desired customer outcomes. A thorough and value-adding understanding of data management to improve business results is essential.

Experience and Skills Required

• Minimum of 8-10 years experience in insurance operations, with at least 5 years in a managerial or leadership role
• In-depth knowledge of post-sales insurance processes, including customer service, claims management, and retention strategies
• Strong understanding of regulatory and compliance requirements in the insurance industry
• Proven experience in process improvement, operational efficiency, and performance optimization
• Strong analytical skills with the ability to interpret data and drive informed decision-making
• Experience leading cross-functional teams and managing large-scale operational initiatives
• Proficiency in insurance-related systems and CRM tools
• Experience participating in key partnership management and discussions

Key Responsibilities

• Design and execute customer support strategy
• Design and implement products, processes, and systems that lead to positive customer outcomes
• Oversee and enhance post-sales insurance operations, including customer service, claims, and retention strategies
• Develop and implement operational policies and procedures to improve efficiency and compliance
• Lead and mentor a team of managers and professionals, ensuring high performance and engagement
• Drive process improvements through automation, best practices, and innovative solutions
• Monitor and analyze key performance metrics, identifying areas for operational enhancement
• Collaborate with stakeholders across departments to align operational goals with business objectives
• Ensure adherence to industry regulations and company policies, mitigating risks and ensuring compliance
• Work closely with IT and digital teams to enhance technology solutions supporting operations
• Develop and execute strategies to improve customer satisfaction and policyholder retention
• Manage budgets, resource allocation, and cost optimization for operational functions
• Work closely with the CEO and CFO regarding key strategic partner management

Non-Technical Skills

• Strong leadership and people management skills
• Excellent communication and interpersonal abilities
• Problem-solving mindset with the ability to make data-driven decisions
• Ability to manage multiple priorities in a fast-paced environment
• High level of adaptability and resilience in handling operational challenges
• Customer-centric approach with a focus on service excellence
• Strong negotiation and stakeholder management skills
• Ability to influence and drive change within an organization
• Strategic partnership management skills

Qualifications

• Qualified Chartered Accountant (CA) or Actuary
• Advanced degree (MBA or equivalent) is advantageous