AVP, Process Innovation and Improvement

The National Insurance Company – Daman; Abu Dhabi; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading insurance provider is seeking an experienced process improvement specialist to lead initiatives that enhance operational efficiency and compliance. The ideal candidate will have 7-10 years of experience, preferably in the insurance industry, and a strong background in data analysis and change management. Candidates should hold a Bachelor's degree, with a Master's or relevant certifications considered a plus. This role involves collaboration across teams to embed technology solutions and monitor performance metrics.

Qualifications

• 7-10 years of experience, preferably within the insurance industry.
• Strong analytical skills to turn data into actionable insights.
• Proven ability to lead operational and cultural transformations.

Responsibilities

• Redesign and standardize core insurance processes for operational excellence.
• Apply Lean, Six Sigma, and Agile methods to eliminate inefficiencies.
• Collaborate with teams to integrate technology solutions.

Skills

Data analysis

Verbal and written communication

Presentation skills

Knowledge of industry best practices

Education

Bachelor's degree in business or related field

Master's degree or relevant certifications in process improvement

Job description

Key Responsibilities

• Lead the redesign and standardization of core insurance processes, including underwriting, claims handling, policy administration, and customer service to drive operational excellence and compliance.
• Apply Lean, Six Sigma, Agile, and industry best practices to identify process bottlenecks, inefficiencies, and risks, recommending and implementing effective improvement solutions.
• Collaborate with IT and digital transformation teams to embed technology driven solutions such as automation and AI into process workflows.
• Develop and monitor SMART KPIs specific to insurance operations, tracking improvements in efficiency, quality, and customer satisfaction.
• Facilitate workshops and training to build process excellence capabilities within underwriting, claims, operations, and other departments.
• Partner with Business Process Owners and Department Champions to address pain points and foster a continuous improvement mindset.
• Work with Operational Performance & Insights teams to develop dashboards for real-time monitoring of process performance and regulatory compliance.
• Present actionable insights and recommendations to senior leadership, supporting data‑driven decision making in line with insurance industry standards and regulations.
• Ensure all process improvement initiatives comply with insurance regulatory requirements and align with corporate and Group strategies.
• Collaborate with HR to design and deploy learning programs focused on process innovation in the insurance context.

Role Objectives

• Launch and maintain a Continuous Improvement (CI) program delivering.
• Demonstrate measurable business value from improvement initiatives via quantitative and qualitative metrics, including reduced turnaround times, improved claims accuracy, and enhanced customer satisfaction.
• Drive high adoption rates of optimized insurance processes across teams.

Experience and Qualifications

Years of Experience

• 7-10 years of experience in relevant experience, preferably within insurance industry insurance but not mandatory.

Education

Bachelor’s degree in business, Data Science, Information Technology, or a related field. Master’s degree or relevant certifications in process improvement, change management or operational excellence e.g. Agile, Lean Six Sigma, PMP, Scrum etc. is a plus.

Skills and Competencies

Competencies

• Strategic Vision: Ability to align strategies with organizational objectives.
• Customer-Centric Leadership: Strong focus on customer needs and satisfaction.
• Analytical Skills: Proficiency in turning data into actionable insights.
• Process Governance Expertise: Deep understanding of operational workflows, compliance, and governance.
• Change Management: Proven ability to lead operational and cultural transformations.
• Financial Acumen: Skilled in cost optimization and outsourcing strategies.

Skills

• Strong ability to analyze complex data sets, extract meaningful insights, and present findings in a clear and actionable format.
• Excellent verbal and written communication skills to interact with senior leadership, business stakeholders, and technical teams.
• Exceptional presentation and reporting skills to executive and c-level audience.
• Knowledge of industry best practices in operational excellence, process improvement & change management.