Head of Operations

Intelligent Solutions; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A recruitment partner in the UAE is seeking a Head of Operations to oversee and enhance operational efficiency across medical and general insurance portfolios. The ideal candidate will have 10–15 years of experience in insurance operations and a strong understanding of UAE regulations. Responsibilities include leading operational functions, ensuring compliance, and driving service excellence.

Qualifications

• 10–15 years of experience in insurance operations, especially in medical and general lines.
• Strong understanding of UAE insurance regulations and market dynamics.
• Proven experience in leading multi-functional operational teams.

Responsibilities

• Lead operational functions across insurance portfolios.
• Oversee workflow automation and operational controls.
• Develop and monitor KPIs for operational teams.

Skills

Leadership

Operational efficiency

Compliance knowledge

Process automation

Stakeholder management

Education

Bachelor's degree in Business, Insurance, or a related field

Master's degree (preferred)

Tools

CRM systems

Performance tracking dashboards

Job description

General Overview

Intelligent Solutions has partnered with a leading insurance brokerage firm in the UAE to hire Head of Operations. This pivotal leadership role will oversee and enhance end-to-end operational efficiency across both medical and general insurance portfolios. The ideal candidate will drive service excellence, ensure compliance, and implement scalable processes that support the company’s growth, profitability, and client experience objectives.

Key Responsibilities

• Lead end-to-end operational functions across medical and general insurance, ensuring smooth policy administration, renewals, claims coordination, and customer servicing.
• Oversee process efficiency, workflow automation, and operational controls to enhance turnaround times and client satisfaction.
• Work closely with product, sales, and underwriting teams to streamline quote-to-bind processes and improve overall service delivery.
• Manage insurer relationships to ensure effective communication, compliance, and operational alignment.
• Develop and monitor KPIs for operational teams, fostering accountability, continuous improvement, and service excellence.
• Implement and optimize digital tools, CRM / AMS systems, and dashboards for performance tracking and reporting.
• Ensure full compliance with UAE regulatory requirements (CBUAE / DOH / HAAD / DHA) and company policies.
• Oversee resource planning, training, and capability development across servicing, claims, and policy administration teams.
• Support the leadership team in strategic projects, operational governance, and cost optimization initiatives.

Key Requirements

• Bachelor’s degree in Business, Insurance, or a related field (Master’s preferred).
• 10–15 years of experience in insurance operations, with significant exposure to both medical and general lines.
• Strong understanding of UAE insurance regulations, market dynamics, and broker–insurer–TPA relationships.
• Proven experience leading multi-functional operational teams within a brokerage or insurer environment.
• Hands-on experience implementing process automation, CRM systems, or digital transformation projects.
• Excellent communication, analytical, and stakeholder management skills.