Operations Manager at ETG Tanzania

The Operations Manager in the insurance domain will be responsible for overseeing the daily operational activities of the insurance company, ensuring efficiency, effectiveness, and compliance across various operational functions. This role involves managing teams, optimizing processes, and implementing strategic initiatives to enhance service delivery and operational performance. The ideal candidate will have a deep understanding of insurance industry operations, a strong leadership background, and excellent problem-solving abilities. They will work closely with other departments such as underwriting, claims, customer service and compliance to ensure smooth operations and the achievement of business goals.

KEY RESPONSIBILITIES

• Operational Oversight
  • Manage and monitor the day-to-day operations of the company to ensure seamless delivery of services.
  • Oversee the implementation and optimization of operational processes related to policy administration, claims processing, underwriting, and customer service.
  • Ensure adherence to regulatory requirements, company policies, and industry best practices in all operations.
• Team Leadership and Development
  • Lead, train, and develop a high-performing operations team across various functions.
  • Set performance objectives, conduct regular performance evaluations, and foster a culture of continuous improvement and accountability.
  • Provide guidance and mentorship to staff to enhance productivity and performance.
• Process Improvement
  • Identify inefficiencies in operational workflows and recommend solutions to enhance productivity and reduce costs.
  • Collaborate with cross-functional teams to implement new technologies or improve existing systems for automation, data analytics, and process efficiency.
  • Develop and monitor KPIs to measure operational performance, identify gaps, and take corrective actions.
• Customer Experience
  • Ensure that customer service operations are aligned with the company's goals and provide an exceptional customer experience.
  • Work with customer service and claims teams to resolve escalated issues and improve service standards.
  • Ensure policies and claims are processed in a timely and efficient manner, adhering to industry standards and client expectations.
• Budget and Financial Management
  • Assist in the development of the department's annual budget and work to achieve financial goals while maintaining high levels of operational efficiency.
  • Monitor costs, control operational expenditures, and seek opportunities for cost reduction.
• Compliance and Risk Management
  • Monitor compliance with insurance regulations, internal policies, and industry standards.
  • Stay up to date with changes in insurance laws, regulations, and market trends to ensure operations are compliant.
  • Manage risk by developing strategies to mitigate operational risks and responding to incidents or operational disruptions
• Reporting and Analysis
  • Prepare and present regular reports on operational performance, including key metrics, efficiency gains, and cost savings.
  • Analyse data and trends to make informed decisions that drive operational improvements and profitability.
  • Provide insights and recommendations to senior management based on data analysis
  • Work closely with senior leadership, underwriting, claims, IT, and other departments to align operational strategies with business objectives.
  • Liaise with external partners, vendors, and third-party service providers to ensure smooth operations and service delivery.

EXPERIENCE, SKILLS AND COMPETENCIES

• Bachelor's degree in business administration, Insurance, Management, or related field (MBA preferred).
• Minimum of 5-7 years of experience in the insurance industry, with at least 3 years in a managerial role.
• Proven experience in operational management, process optimization, and team leadership within the insurance sector.
• Strong knowledge of insurance operations (policy administration, underwriting, claims, customer service)
• Excellent leadership and interpersonal skills.
• Ability to manage complex projects and drive results.
• Strong analytical, problem-solving, and decision-making skills.
• Proficiency in operational software, CRM, and business intelligence tools.
• Deep understanding of industry regulations and compliance standards.
• Exceptional communication skills, both written and verbal.