Chief Operating Officer

Level-Up; Johannesburg; On-site; ZAR 1,200,000 - 2,000,000; Full time

Job summary

A leading company in the insurance sector is seeking a Chief Operating Officer (COO) to oversee post-sales operations including customer service and claims management. The COO will be instrumental in designing strategies, improving efficiency, and ensuring customer satisfaction across operations. Ideal candidates will have extensive experience in insurance operations, operational leadership skills, and strong analytical abilities.

Qualifications

• Minimum of 8-10 years in insurance operations, 5 years in leadership.
• In-depth knowledge of customer service, claims management.
• Qualified CA or equivalent; MBA advantageous.

Responsibilities

• Design customer support strategy and enhance post-sales operations.
• Lead process improvements through automation and best practices.
• Collaborate with stakeholders to align operational goals with objectives.

Skills

Leadership

Analytical Skills

Process Improvement

Customer Service

Data Interpretation

Education

Chartered Accountant (CA)

MBA or equivalent

Tools

CRM tools

Insurance-related systems

Job description

The Chief Operating Officer (COO) is responsible for developing strategy and overseeing the optimization of post-sales insurance operations, including customer service, retentions, and claims management. This role requires a strategic leader with a strong operational background in insurance, focused on driving efficiency, compliance, and customer satisfaction across all post-sales functions. The COO will play a key role in enhancing processes, improving service delivery, and ensuring the business leverages technology to achieve desired customer outcomes. A thorough and value-adding understanding of data management to improve business results is essential.

Experience And Skills Required

• Minimum of 8-10 years experience in insurance operations, with at least 5 years in a managerial or leadership role
• In-depth knowledge of post-sales insurance processes, including customer service, claims management, and retention strategies
• Strong understanding of regulatory and compliance requirements in the insurance industry
• Proven experience in process improvement, operational efficiency, and performance optimization
• Strong analytical skills with the ability to interpret data and drive informed decision-making
• Experience leading cross-functional teams and managing large-scale operational initiatives
• Proficiency in insurance-related systems and CRM tools
• Experience participating in key partnership management and discussions
  
  

Key Responsibilities

• Design and execute customer support strategy
• Design and implement products, processes, and systems that lead to positive customer outcomes
• Oversee and enhance post-sales insurance operations, including customer service, claims, and retention strategies
• Develop and implement operational policies and procedures to improve efficiency and compliance
• Lead and mentor a team of managers and professionals, ensuring high performance and engagement
• Drive process improvements through automation, best practices, and innovative solutions
• Monitor and analyze key performance metrics, identifying areas for operational enhancement
• Collaborate with stakeholders across departments to align operational goals with business objectives
• Ensure adherence to industry regulations and company policies, mitigating risks and ensuring compliance
• Work closely with IT and digital teams to enhance technology solutions supporting operations
• Develop and execute strategies to improve customer satisfaction and policyholder retention
• Manage budgets, resource allocation, and cost optimization for operational functions
• Work closely with the CEO and CFO regarding key strategic partner management
  
  

Non-Technical Skills

• Strong leadership and people management skills
• Excellent communication and interpersonal abilities
• Problem-solving mindset with the ability to make data-driven decisions
• Ability to manage multiple priorities in a fast-paced environment
• High level of adaptability and resilience in handling operational challenges
• Customer-centric approach with a focus on service excellence
• Strong negotiation and stakeholder management skills
• Ability to influence and drive change within an organization
• Strategic partnership management skills
  
  

Qualifications

• Qualified Chartered Accountant (CA) or Actuary
• Advanced degree (MBA or equivalent) is advantageous