Operations Manager

About the Role:

Our client a leading Broker based in the DIFC, Dubai is seeking an Operations Manager who will lead and optimise operational delivery across Submissions, Endorsements, Claims and Quality Assurance. The role is responsible for ensuring efficient processing, strong data integrity, regulatory compliance and consistently high service standards across the business.

Working closely with underwriting, broking, finance, compliance and client-facing teams, the Operations Manager will strengthen operational governance, improve turnaround times and develop scalable processes that support continued business growth.

Responsibilities:

Operational Leadership and Team Management

• Lead, manage and develop the Submissions, Endorsements, Claims and Quality Assurance teams, ensuring clear accountability and performance expectations.
• Establish operational objectives, KPIs and service-level standards aligned with the organisation's strategy.
• Build a collaborative, high-performance culture while supporting recruitment, onboarding, training and resource planning.

Submissions and Endorsements Management

• Oversee the end-to-end processing of insurance and reinsurance submissions, ensuring accuracy, completeness and timely allocation.
• Ensure endorsements are processed correctly and in accordance with contractual terms, delegated authorities and internal procedures.
• Maintain effective controls covering documentation quality, version control, audit readiness and turnaround times.

Claims Operations

• Manage the claims lifecycle, including notification, documentation, stakeholder coordination, recoveries and escalation management.
• Ensure claims are handled in accordance with policy terms, market practices and internal procedures.
• Monitor claims performance, ageing and reporting accuracy in collaboration with underwriting and finance teams.

Quality Assurance, Compliance and Governance

• Lead the Quality Assurance function and maintain structured review frameworks across submissions, endorsements and claims.
• Conduct regular file reviews and operational audits to ensure compliance with internal policies, delegated authorities and regulatory requirements.
• Identify control gaps and root causes, implementing corrective actions and reporting key findings to senior management.

Process Improvement and Operational Excellence

• Review, standardise and document operational processes, procedures and controls across all relevant functions.
• Identify opportunities for automation, digitisation and system enhancements that improve efficiency and scalability.
• Lead continuous improvement initiatives using operational data, performance metrics and stakeholder feedback.

Stakeholder Management and Reporting

• Act as the principal operational contact for senior management and internal stakeholders across underwriting, broking, finance and compliance.
• Prepare and present operational dashboards, management information, KPIs and performance reports.
• Provide data-led analysis and operational insights to support management decision-making and business planning

Skills and Competencies

• Strong operational leadership, people management and team-development capability.
• Comprehensive understanding of insurance and reinsurance operations.
• Excellent organisational, workflow and process-management skills.
• Strong knowledge of operational controls, quality assurance and regulatory governance.
• High attention to detail, accuracy and data integrity.
• Strong stakeholder-management, communication and influencing skills.
• Analytical and commercially focused, with the ability to interpret operational data.
• Ability to prioritise and perform effectively within a fast-paced, regulated environment.
• Strong problem-solving and continuous-improvement mindset.
• Experience supporting technology implementation, system enhancement and user acceptance testing.

Education and Qualifications

• Bachelor's degree in Business Administration, Insurance, Finance or a related discipline.
• Professional insurance qualification such as ACII, CPCU or an equivalent qualification is preferred.
• Minimum of ten years' experience within insurance or reinsurance operations.
• At least five years' experience in an operational management or team-leadership position.
• Demonstrable experience managing submissions, endorsements, claims and Quality Assurance functions.
• Previous experience within the UAE insurance or reinsurance market is highly desirable.
• Working knowledge of DIFC and DFSA regulatory and governance requirements would be advantageous.