Head of Operations

We are looking for an experienced and strategic Head of Operations to join our dynamic leadership team. The Head of Operations is responsible for leading, directing, and optimizing all operational functions across SALAMA’s group entities. This role ensures the delivery of seamless, efficient, and cost-effective operations across life, general, and takaful business lines. The incumbent will play a key role in driving operational excellence, service quality, digital transformation, regulatory compliance, and alignment of processes across subsidiaries in line with SALAMA’s growth strategy and customer-centric objectives.

Key Responsibilities:

Group Operational Strategy:

• Develop and implement an integrated group operations strategy aligned with SALAMA’s overall business objectives and regulatory requirements.
• Standardize and harmonize operations across geographies while allowing room for local compliance and customer needs.

Process Optimization & Efficiency:

• Lead initiatives to streamline workflows, eliminate inefficiencies, and reduce turnaround times across all operational units, including underwriting operations, policy administration, claims, customer service, and policy issuance.
• Drive automation and digital enablement of core operations using process reengineering and modern technology platforms.

Service Delivery & Customer Experience:

• Establish robust service standards and KPIs to ensure high-quality, customer-focused service delivery across the group.
• Oversee the implementation of systems and practices that enhance responsiveness, policyholder satisfaction, and operational transparency.

Operational Governance & Compliance:

• Ensure compliance with regulatory guidelines issued by the UAE Central Bank and equivalent authorities in other jurisdictions.
• Establish internal controls and audit mechanisms to minimize operational risk, ensure policy accuracy, and maintain data integrity.

Technology Integration:

• Collaborate with the Group CIO to lead operational digitization efforts, including automation, workflow management, and integration of CRM and core insurance platforms.
• Ensure data-driven operations through the use of dashboards, analytics, and real-time reporting.

Cross-Border Operations Leadership:

• Provide oversight and support to operations teams in international subsidiaries, ensuring alignment with group policies and local execution.
• Facilitate knowledge transfer and best-practice sharing across regional offices.

Team Leadership & Talent Development:

• Lead, mentor, and inspire the operations teams across all locations, fostering a culture of accountability, efficiency, and continuous improvement.
• Identify skill gaps and ensure adequate training and career development plans for key operations staff.

Cost Management & Vendor Oversight:

• Manage the operational budget across the group and ensure cost-efficiency without compromising quality.
• Oversee relationships with third-party vendors, service providers, and outsourcing partners to ensure performance and compliance with SLAs.

Stakeholder Engagement:

• Collaborate with Executive Management, Product, Underwriting, IT, Risk, Finance, and HR to ensure operational alignment with strategic goals.
• Act as a liaison between the operational teams and the Board for reporting on performance, challenges, and key initiatives.

Requirements:

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• MBA or equivalent postgraduate qualification is preferred.
• 15+ years of experience in insurance or financial services operations, with at least 5 years in a senior leadership role overseeing regional or group operations.
• Experience managing operations across multiple countries, preferably in the MENA region and Africa.
• A solid track record of driving operational transformation and process automation.
• Strong leadership and team-building abilities.
• Excellent knowledge of insurance operations (life, general, and takaful).
• Deep understanding of operational risk, controls, and regulatory requirements.
• Proficient in digital tools, workflow management systems, and performance analytics.
• Exceptional problem-solving, communication, and stakeholder management skills.
• Extensive experience in making autonomous operational decisions across group functions, including policy administration, claims operations, and service delivery.
• Proven ability to set standards, define processes, and ensure execution across diverse geographies and regulatory environments.
• Strong capability in exercising strategic and tactical judgment in managing cross-border operations, with a focus on balancing efficiency, compliance, and service excellence.

If you meet all the above requirements, kindly send your CV to recruitment@salama.ae