Strategic Leadership

Develop and implement short- and long-term strategies for policy services to support organizational objectives and improve service delivery. Collaborate with senior leadership and key stakeholders to align departmental goals with broader business strategies. Identify and lead initiatives that drive operational efficiency, automation, and improvements in policy-related processes. Contribute to the development and refinement of client service propositions and delivery strategies, enhancing the client experience. Evaluate emerging trends, market changes, and operational gaps, providing strategic 

 

Operational Excellence

Oversee and optimize day-to-day operations of policy checking, endorsement, and audit functions, ensuring compliance with internal standards and external regulations. Develop and manage policies, procedures, and best practices to streamline operations, reduce errors, and enhance service quality. Monitor team performance against established KPIs and SLAs, ensuring timely and accurate delivery of services. Proactively identify areas for process improvement and implement corrective actions to drive continuous improvement in efficiency and accuracy. Ensure that policy services meet compliance and regulatory requirements, minimizing risk and operational disruption. Collaborate with cross-functional teams to manage workflow, resolve operational issues, and achieve business objectives.

People Leadership & Development

Lead, coach, and mentor a team of policy services professionals, fostering a high-performance culture and ensuring the development of team members’ skills and careers. Drive talent management strategies, including recruitment, performance management, training, and succession planning. Provide leadership in managing complex operational issues, acting as an escalation point for team members and clients. Promote an environment of continuous learning and development, ensuring the team stays current with industry trends, regulatory changes, and best practices. Conduct regular performance reviews and provide constructive feedback to team members to support their growth and development.

Stakeholder Engagement

Build and maintain strong relationships with internal and external stakeholders to enhance collaboration and achieve service excellence. Serve as a key liaison for policy services across different business units, ensuring alignment and clear communication regarding expectations and objectives. Manage client relationships, addressing escalations and ensuring the delivery of high-quality service. Provide regular updates and reports to senior leadership on team performance, project progress, and strategic initiatives. Strategic Thinking and VisionProblem Solving and Decision-MakingResilience and Stress/Pressure Management SkillsClient centric mindsetCollaboration and TeamworkOperational ExcellenceInnovation and Change MindsetStakeholder Management and CommunicationLeadership and People DevelopmentBachelor’s degree in Business Administration, Risk Management, Insurance, or a related fieldA minimum of 8-10 years of experience in policy services, insurance operations, or a related field, with at least 3-5 years in a leadership or managerial role.Strong understanding of policy checking, endorsements, audits, and compliance requirements within the insurance industry.Proven track record of driving operational efficiency, process improvements, and delivering client-centric solutions.Excellent leadership, coaching, and team development skills.Strong analytical and problem-solving abilities, with a keen attention to detail.Excellent communication and interpersonal skills, with the ability to manage stakeholder relationships effectively.Ability to manage multiple priorities and projects in a fast-paced environment.