Operations Team Leader

Overview

Policy Issuance & Processing

• Allocate and oversee the issuance of policies, certificates, and endorsements across the team.
• Handle complex policy issuance, including multi-location risks, high premium cases, co-insurance, and facultative inward arrangements.
• Issue individual certificates for multi-location policies.
• Process provisional policies for cession purposes.
• Manage and process complex cessions within the system.
• Coordinate and issue affinity policies and month-end endorsements.
• Approve policy issuance for premiums exceeding AED 100,000.
• Review and approve high-value and complex transactions prior to final processing.

Systems & Process Management

• Log system bugs and raise IT change requests to support continuous improvement.
• Perform User Acceptance Testing (UAT) for new systems or enhancements and provide detailed feedback to IT.
• Approve IT Helpdesk requests submitted by the team (e.g., bugs, change requests) to enable IT action.
• Manage commission updates in the system, including deviations from standard rates.

Operations & Service Delivery

• Monitor work queues to ensure timely processing and adherence to service levels.
• Maintain turnaround times (TAT) and ensure high-quality outputs.
• Act as the primary escalation point for operational issues.
• Coordinate e-platform activities, including direct customer quotations and document issuance.

Team Leadership & Development

• Supervise, mentor, and guide a team of policy administration executives.
• Provide onboarding, training, and continuous support to team members.
• Foster a high-performance culture aligned with business objectives.
• Plan shift schedules and manage leave allocation to ensure uninterrupted operations.

Performance & Continuous Improvement

• Track key performance indicators (KPIs) and implement corrective actions where needed.
• Identify process gaps and drive efficiency improvements.
• Support management with data and reporting for audits, reviews, and business analysis.

Business Alignment

• Collaborate with the team to deliver results aligned with the UAE business strategy and operational goals.

Academic And Professional Qualifications

• Graduate or postgraduate

Experience

• At least 2 years’ experience in Commercial Line Insurance Field

Knowledge And Skills Required

• Excellent MS Office knowledge & Microsoft Office application especially in Excel
• Good Communication and Interpersonal Skill
• Strong time management and ability to prioritize own work
• Excellent verbal and written communications skills
• Excellent in Written English
• Good Analytical skill is a plus factor
• Discretion and confidentiality
• Willing to work in a competitive environment
• Meet customer needs and manage expectations
• Understanding of commercial underwriting