Operations Team Leader

Purpose of the Job:

In this role, you will be responsible for ensuring the effective delivery of the UAE Operations Strategy, operating model, and service delivery frameworks, aligned with the broader business strategy, customer propositions, and brand values.

You will work collaboratively within the team to drive high performance and achieve business objectives in line with the UAE business strategy.

In partnership with your manager, you will support and implement strategic and operational changes across the business area to enable the achievement of key business goals.

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

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

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

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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

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

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

Graduate or postgraduate

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At least 2 years’ experience in Commercial Line Insurance Field

Excellent MS Office knowledge & Microsoft Office application especially in Excel

Strong time management and ability to prioritize own work

Excellent verbal and written communications skills

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