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Job Description
Job Purpose:
The Chief Operations Officer will be accountable for Overseeing the technical and non-technical operations supporting General Insurance Business with a core mandate to drive a robust underwriting and claims function to drive growth in underwriting profitability.
The role holder will also be responsible for setting and driving strategic direction and providing executive leadership and management to the business operations, focusing on ensuring the department's performance meets or exceeds customer expectations while concurrently driving operational efficiencies. The role will play a significant role in developing and implementing processes and technology solutions necessary to achieve the organization's business goals and objectives.
Key responsibilities
- Oversee compliance with underwriting and claims guidelines and reinsurance treaty provisions in underwriting and claims
- Oversee compliance with administration mandates for pension customers
- Oversee the administration of treaty and facultative treaties including specialty risk structuring/pricing negotiations
- Collaborate with IT and Customer Experience team to drive seamless customer experience
- Collaborate with BD team in retention of customers/intermediaries
- Collaborate with BD in specialty risk structuring/sales
- Ensures inter-departmental coordination for business and operational efficiency
- Leading and executing the operational strategy of the business by establishing and enforcing organizational goals, policies and operating procedures
- Defines the service operations strategy to ensure the business provides world-class service to all customer segments.
- Ensure operational efficiency in Claims, Underwriting, Reinsurance, Group Life, Pension and AMC operations departments in accordance with established SLAs.
- Put in place standards for interdepartmental service level agreements that will improve the company's service ratings
- Defines annual operating budget for Operations and ensures unit operates at or below budget
- Manage key relationships with clients, intermediaries and service providers in the market by ensuring that service to customers and producers meets their expectations
- Provide effective leadership and direction to the various departmental heads. Managing and developing the team of Claims and Underwriting specialists
- Carry out market intelligence to ensure the company is in tandem with industry trends and adopts pricing mechanisms that ensure profitability across all products.
- Driving process mapping and restructuring to obtain optimal operations with a clear bias for cost containment and fraud management. Identifies and implements on-going improvement initiatives to improve performance for Operations
- Oversee and give technical guidance on all complex and large risks - both underwriting, claims and
- Evaluate reinsurance data and recommend changes where applicable to ensure a robust and optimal reinsurance program - Kenya and the Group
- Review facultative placements, fronting, and special acceptance -waivers to ensure no expenditure
- Ensure adherence of all regulatory requirements with regards to reinsurance, claims and technical acceptance of risks
- Delegated Authority: As per the approved Delegated Authority Matrix
- Perform any other duties as may be assigned from time to time
Key Performance Measures
- Drive increase in CSAT and NPS for corporate customers and intermediaries
- Drive customer retention rate
- Drive improvement in loss and expense ratio for corporate business
- Drive fraud mitigation in claims
- Drive compliance with various regulatory and contractual and internal policy requirements within operations
Knowledge, experience and qualifications required
- Bachelors' degree in a business related filed
- Masters' degree is an added advantage
- Professional qualification in Insurance (FIA/ SOA/ ACII/FLMI/AIIK)
- 7-10 years' experience in the insurance industry 3-4 of which must be in a senior management
- Proven experience as an Operations Manager within a Financial Services Industry (Banking and Finance/ Insurance).
- Extensive experience in ensuring operational risks are identified and managed.
- Significant experience in process mapping and restructuring to obtain optimal operations with a focus on cost containment and fraud management
- A deep understanding of leveraging data, technology and processes to standardise and automate operations, reducing turn-around times on all key business processes.
- A demonstrated track record in optimising operations to enhance the overall customer experience at all customer contact points.
Leadership category responsibility framework (Core Competencies)
Leaders of Leaders in Britam need to:
• Ensure Business Objectives are met;
• Be vision carriers; facilitate, drive and extract the vision for the business with the functional team;
• Ensure the successful implementation of the strategy;
• Ensure a sustainable business over a long-term defined vision;
• Have a global understanding of business practices and local application;
• Have a long-term view on profit, functions and processes;
• Grow stakeholder value over the long-term;
• Grow profitably across products and all business units;
• Engage in continuous brand building to become the trusted partners to customers;
• Develop innovative partnerships and distribution channels to increase market penetration;
• Appropriately allocate funds and capital to maximise shareholder value;
• Work strategically to ensure market leading position;
• Adequately manage operational risk.
Leaders of Leaders Competency Descriptions.
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Leading and Supervising
- Provides the business with a clear direction based on the overall strategic intent of the organisation; motivates and empowers others with a clear sense of purpose; creates a positive organisational climate that fosters learning and development; acknowledges high potential talent; sets and articulates the vision and values through own personal behaviour.
•
Relating and Networking
- Easily establishes, as well as assists others in building meaningful relationships with customers and staff across all areas of the business, inside and outside of the organisation; relates well to people at all levels; facilitates the resolutions of conflict and manages disagreements with tact and diplomacy.
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Persuading and Influencing
- Gains clear agreement and commitment from others by persuading, convincing and negotiating to the benefit of the organisation; promotes the organisational strategy during conversations; makes effective use of political processes to influence and persuade others; promotes ideas on behalf of oneself, the department or the organisation; makes a strong personal impact on others; takes care to manage the organisation's impression and brand on others.
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Formulating Strategies and Concepts
- Works strategically to realise organisational goals; sets and develops organisational strategies; identifies and develops positive and compelling visions of the organisation's future potential; takes account of a wide range of issues across, and related to the organisation; encourages others to take a strategic and long-term view in terms of the organisation's future; communicates the organisational strategy, vision and objectives effectively across all levels of the organisation.
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Entrepreneurial and Commercial Thinking-
Keeps up to date with competitor information and market trends; identifies business opportunities for the organisation; maintains awareness of developments, changes, trends and possible risks in the organisational structure and politics; demonstrates financial awareness; ensures costs are monitored and controlled and thinks in terms of profit, loss and added value.
•
Adapting and Responding to change
- Anticipates and effectively adapts to changing circumstances and ambiguous situations; accepts and actively drives new ideas and change initiatives; adapts interpersonal style to suit different individuals and situations; adapts organisational strategy to take industry changes into consideration.
•
Presenting and Communicating Information
- Speaks fluently; expresses the organisational strategy, mission, vision, objectives as well as opinions, information and key points of an argument clearly; makes presentations and undertakes public speaking with skill and confidence; represents the organisational brand effectively, responds quickly to the needs of an audience and to their reactions and feedback; projects credibility and authority.
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Creating and Innovatin
g - Promotes organisational improvement; produces and encourages new ideas, approaches, or insights; creates the environment for innovative products or designs; produces a range of solutions to the strategic benefit of the organisation.
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Achieving Personal Work Goals and Objectives
- Accepts and tackles demanding organisational and departmental goals with enthusiasm; lead by example by working hard and putting in longer hours in order to ensure successful implementation and completion of strategic projects; show self-insight in own development needs.
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Adhering to Principles and Values
- Upholds and encourages ethical behaviour and organisational values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages organisational and individual responsibility towards the community and the environment; models the organisational values during every day interactions.
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Analysing
- Strategically analyses sources of information, breaking them into component parts, patterns and relationships; makes rational judgements from the available, as well as missing information; demonstrates an understanding of how one issue may be part of a much larger system.
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Chief Operations Officer
Posted 1 day ago
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Job Description
Key Responsibilities:
- Develop and execute comprehensive operational strategies to support the company's growth and objectives.
- Oversee all daily operations, including production, logistics, customer service, and administration, in a fully remote setting.
- Implement and refine operational policies and procedures to enhance efficiency and productivity.
- Manage budgets, control costs, and ensure financial objectives are met.
- Lead and mentor operations teams across different geographical locations.
- Identify and implement process improvements and technological solutions.
- Develop and maintain strong relationships with key stakeholders, suppliers, and partners.
- Ensure compliance with all relevant regulations and industry standards.
- Monitor key performance indicators (KPIs) and provide regular reports to the executive team.
- Drive a culture of innovation, quality, and customer satisfaction.
- Master's degree in Business Administration, Operations Management, or a related field.
- 10+ years of progressive experience in operations management, with at least 5 years in a senior leadership role.
- Proven experience managing remote teams and operations effectively.
- Demonstrated ability to develop and implement successful operational strategies.
- Strong financial acumen and experience with budgeting and P&L management.
- Excellent leadership, communication, and interpersonal skills.
- Expertise in process improvement methodologies (e.g., Lean, Six Sigma).
- Ability to think strategically and translate vision into actionable plans.
- Experience in supply chain management and logistics.
- Proficiency in operational management software and tools.
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Chief Operations Officer (COO) - Strategic Planning
Posted 1 day ago
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Responsibilities:
- Develop and execute the company's operational strategy and vision.
- Oversee all aspects of daily operations, including logistics, production, and service delivery.
- Implement and monitor key performance indicators (KPIs) to measure operational efficiency and effectiveness.
- Drive continuous improvement initiatives across all operational functions.
- Manage budgets, resource allocation, and financial performance of operational departments.
- Develop and maintain strong relationships with key stakeholders, including vendors, partners, and clients.
- Lead and mentor operational teams, fostering a culture of collaboration and high performance.
- Identify and implement innovative solutions to enhance operational processes and systems.
- Ensure compliance with all relevant industry regulations and company policies.
- Provide strategic leadership and guidance to the executive team.
- Master's degree in Business Administration, Operations Management, or a related field.
- Minimum of 10 years of progressive experience in operations management and leadership roles.
- Proven track record of successfully managing complex operations and driving significant improvements.
- Strong understanding of financial management, strategic planning, and business development.
- Excellent leadership, communication, and interpersonal skills.
- Demonstrated ability to think strategically and solve complex business problems.
- Experience with enterprise resource planning (ERP) systems and other operational technologies.
- Proven ability to lead and manage remote teams effectively.
- Exceptional decision-making skills and a results-oriented approach.
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Chief Operating Officer
Posted today
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Our client, a pioneering force in Kenya's Real Estate sector, is seeking a dynamic and visionary Chief Operations Officer (COO) to lead their operational excellence and strategic growth from their headquarters in Nairobi, Kenya. With over 30 years of market leadership, our client has built a sterling reputation for innovation, integrity, and delivering comprehensive real estate services including property sales and letting, asset management, valuations, development consultancy, and data-driven research through respected market indices. As they continue to scale and embrace digital transformation, they need a COO to oversee all operational functions - including sales, marketing, property development and construction, lettings, property and facilities management, finance, HR, administration, and technology integration. A strong focus will be on integrating PropTech solutions to streamline workflows, improve reporting, and enhance scalability.
The ideal candidate will bring a minimum of 12 years' experience in senior operational leadership roles, with at least 5 years at executive or COO level, preferably within real estate, property development, PropTech, or related sectors. A Bachelor's degree in Business, Real Estate, Property, Finance, or related fields is essential, with a postgraduate qualification (MBA, MBL or equivalent) strongly preferred. This role demands a hands-on leader skilled in managing complex, multidisciplinary teams, driving operational performance through KPIs, overseeing budgets and compliance, and delivering continuous improvements in fast-paced environments. If you are ready to join a forward-thinking, highly respected real estate brand and help shape their operational future with innovation, rigor, and impact, this opportunity is tailor-made for you.
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Chief Operating Officer
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Deputy Chief Operating Officer
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About Us
(Please note that this role is based in Nairobi, Kenya.)
We are a globally focused organisation at the forefront of delivering innovative risk management and insurance solutions. Our purpose is to help businesses anticipate and navigate uncertainty through forward-looking strategies, advanced technology, and deep market expertise.
Our culture is built on excellence, collaboration, and integrity. We bring together exceptional talent from diverse backgrounds to create solutions that make a meaningful impact on our clients and the broader industry. With a strong emphasis on innovation and growth, we empower our people to think strategically, act decisively, and drive results.
This opportunity is being managed confidentially as part of an ongoing transition within the leadership team. The confidentiality ensures a smooth and thoughtful process while maintaining business continuity and focus.
If you are looking to contribute to a high-performing, purpose-driven team shaping the future of global risk solutions, we invite you to be part of our journey.
About the Role
The Deputy Chief Operating Officer will serve as a key strategic partner supporting the COO in driving operational excellence and business growth across the company's diverse insurance brokerage portfolios. This role will be responsible for executing operational strategies, managing day-to-day operations, and ensuring seamless coordination between different business units while maintaining high service standards across General Insurance, Corporate Insurance, and Life Insurance operations throughout the regions the company operates.
Key Responsibilities
Operational Strategy Implementation
- Execute operational strategies aligned with company goals across all insurance business lines. Drive key initiatives, monitor performance, and identify opportunities to improve efficiency and effectiveness.
Day-to-Day Operations Management
- Oversee daily operations across underwriting, claims, client services, and administration. Ensure smooth workflows, optimal resource use, and consistent service quality across regions.
Process Optimisation and Quality Control
- Lead process improvement and quality assurance initiatives. Standardise procedures, address operational bottlenecks, and enhance compliance and service delivery standards.
Cross-Functional Coordination and Communication
- Foster collaboration between underwriting, claims, finance, IT, HR, and other departments. Ensure alignment of operational activities with business objectives and seamless project execution.
Performance Monitoring and Reporting
- Manage operational performance frameworks and reporting systems. Track KPIs, analyse trends, and provide actionable insights to senior leadership to support strategic decisions.
Team Development and Talent Management
- Lead and mentor operational teams. Drive performance management, training, and succession planning to build capability and ensure continuity.
Client Relations and Service Delivery
- Ensure exceptional client service and operational responsiveness. Address escalated issues, monitor satisfaction, and implement service improvement initiatives to strengthen client relationships.
Technology and Systems Management
- Oversee technology platforms supporting brokerage operations. Partner with IT to enhance system reliability, security, and scalability while supporting digital transformation initiatives.
Preferred Experience & Qualifications:
- Bachelor's degree in Business Administration, Insurance, Operations Management, or related field; Master's degree preferred.
- 8+ years of progressive experience in insurance operations, preferably within brokerage environments.
- Strong background across multiple insurance lines, including General and Corporate Insurance.
- Proven success in process optimisation, quality management, and multi-location operational coordination.
- Demonstrated ability to lead teams, monitor performance, and implement data-driven reporting systems.
- Experienced in managing complex projects and cross-functional operational initiatives.
- In-depth knowledge of insurance brokerage operations, regulatory standards, and compliance frameworks.
- Skilled in stakeholder management, communication, and problem-solving across diverse teams.
- Results-oriented and adaptable to evolving market and regulatory conditions.
- Proficient in operational systems, analytics, and technology platforms supporting insurance operations.
- Experienced in project management and operational transformation initiatives.
- Strong understanding of East African insurance regulations and market dynamics.
- Collaborative leader with a strategic mindset and proven ability to support senior leadership in fast-paced environments.
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Chief Operating Officer (COO)
Posted 1 day ago
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Responsibilities:
- Develop and implement operational strategies that align with the company's long-term vision and business objectives.
- Oversee all daily operations, including project management, customer support, HR, finance, and technology infrastructure.
- Drive efficiency and scalability across all operational functions, identifying and implementing process improvements.
- Manage and mentor key operational leaders, fostering a collaborative and high-achieving team environment.
- Develop and manage operational budgets, ensuring cost-effectiveness and resource optimization.
- Establish and monitor key performance indicators (KPIs) to track operational performance and identify areas for improvement.
- Ensure the company adheres to all relevant legal, regulatory, and compliance requirements.
- Lead strategic planning initiatives and translate strategic goals into actionable operational plans.
- Evaluate and implement new technologies and tools to enhance operational efficiency and effectiveness.
- Manage relationships with key stakeholders, including investors, partners, and vendors.
- Contribute to the company's fundraising efforts and investor relations.
- Cultivate a strong company culture that promotes innovation, accountability, and employee engagement.
Qualifications:
- Bachelor's degree in Business Administration, Management, Engineering, or a related field; MBA or Master's degree strongly preferred.
- A minimum of 10 years of progressive leadership experience in operations management, preferably within a fast-paced startup or technology company.
- Proven track record of successfully scaling operations and driving significant business growth.
- Strong understanding of financial management, budgeting, and P&L responsibility.
- Excellent strategic thinking, problem-solving, and decision-making skills.
- Demonstrated ability to lead and inspire large, diverse teams.
- Exceptional communication, negotiation, and interpersonal skills.
- Experience in managing cross-functional departments and fostering collaboration.
- Proficiency in using operational management software and analytics tools.
- Ability to thrive in a dynamic, high-pressure, remote work environment and adapt to change quickly.
- Experience in technology product development and go-to-market strategies is a significant advantage.
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Remote Chief Operating Officer
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Remote Chief Operating Officer (COO)
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