Head of Operations

Doo Group; Dubai; On-site; AED 300,000 - 450,000; Full time

Job summary

A leading company in the insurance industry is seeking a Head of Operations to oversee daily operations in brokerage, focusing on underwriting, claims, and customer service. The successful candidate will demonstrate strong leadership capabilities and experience in enhancing service excellence while managing compliance and risk effectively.

Qualifications

• 8–10 years of experience in insurance operations with a focus on medical and motor insurance.
• Strong knowledge of UAE insurance market and regulatory environment.
• Proven track record of leading customer service, claims, and underwriting teams.

Responsibilities

• Lead and manage all operational processes related to Medical and Motor Insurance.
• Oversee Customer Service team and ensure high-quality service delivery.
• Ensure accurate and compliant underwriting practices tailored to client profiles.

Skills

Leadership

Problem-solving

Communication

Customer Service

Process Optimization

Education

Bachelor’s degree in Business, Insurance, or related field

MBA

Tools

Insurance CRMs

Claim systems

Job description

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.