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Head of Operations

Head of Operations

Doo GroupDubai, Dubai, United Arab Emirates
7 منذ أيام
الوصف الوظيفي

Role Summary :

The Head of Operations will be responsible for leading the daily operations of the brokerage across Underwriting , Claims , and Customer Service , while ensuring seamless collaboration with internal teams, agents, and clients. This role will play a pivotal part in ensuring service excellence, process optimization, compliance, and continuous improvement across all operational touchpoints.

Key Responsibilities :

Operations Management

  • Lead and manage all operational processes related to Medical and Motor Insurance .
  • Oversee the end-to-end lifecycle of policies — from underwriting to claims processing.
  • Design and enforce streamlined operational workflows and SOPs.

Customer Service Oversight

  • Supervise the Customer Service team handling inquiries, claims, renewals, and support for clients, referrals, and insurance agents.
  • Ensure consistent and high-quality service delivery, complaint resolution, and client satisfaction.
  • Implement client feedback mechanisms for service improvement.

    • Underwriting

  • Ensure accurate and compliant underwriting practices tailored to client profiles.
  • Coordinate with insurers to maintain underwriting standards, pricing structures, and risk management.

    • Claims Management

  • Oversee and guide the claims process to ensure timely and fair resolution.
  • Liaise with insurers and clients to handle escalated cases.
  • Monitor claims turnaround time, fraud prevention, and reporting accuracy.

    • Team Leadership

  • Build, train, and lead a high-performing operations team.
  • Set departmental KPIs and monitor performance regularly.
  • Foster a culture of accountability, collaboration, and continuous improvement.

    • Compliance & Risk

  • Ensure all operational activities comply with relevant local regulations, data protection laws, and insurance guidelines.
  • Mitigate operational risks and drive process improvements.

    • Reporting & Analysis

  • Provide regular reporting to senior management on operational performance, SLA adherence, claims trends, and process bottlenecks.
  • Use data to recommend improvements and strategic decisions.

    • Qualifications & Experience :

  • Bachelor’s degree in Business, Insurance, or related field (MBA is a plus).
  • Minimum 8–10 years of experience in insurance operations, with a strong focus on medical and motor insurance .
  • Proven track record in leading customer service, claims, and underwriting teams .
  • Strong knowledge of UAE insurance market and regulatory environment.
  • Excellent leadership, problem-solving, and communication skills.
  • Tech-savvy with experience in using insurance CRMs and claim systems.

    • J-18808-Ljbffr

    إنشاء تنبيه وظيفي لهذا البحث

    Head Of • Dubai, Dubai, United Arab Emirates