Strategic Leadership

• Develop and implement short- and long-term strategies for policy services to support organizational objectives and improve service delivery.
• Collaborate with senior leadership and key stakeholders to align departmental goals with broader business strategies.
• Identify and lead initiatives that drive operational efficiency, automation, and improvements in policy-related processes.
• Contribute to the development and refinement of client service propositions and delivery strategies, enhancing the client experience.
• Evaluate emerging trends, market changes, and operational gaps, providing strategic 

Operational Excellence

• Oversee and optimize day-to-day operations of policy checking, endorsement, and audit functions, ensuring compliance with internal standards and external regulations.
• Develop and manage policies, procedures, and best practices to streamline operations, reduce errors, and enhance service quality.
• Monitor team performance against established KPIs and SLAs, ensuring timely and accurate delivery of services.
• Proactively identify areas for process improvement and implement corrective actions to drive continuous improvement in efficiency and accuracy.
• Ensure that policy services meet compliance and regulatory requirements, minimizing risk and operational disruption.
• Collaborate with cross-functional teams to manage workflow, resolve operational issues, and achieve business objectives.

People Leadership & Development

• Lead, coach, and mentor a team of policy services professionals, fostering a high-performance culture and ensuring the development of team members’ skills and careers.
• Drive talent management strategies, including recruitment, performance management, training, and succession planning.
• Provide leadership in managing complex operational issues, acting as an escalation point for team members and clients.
• Promote an environment of continuous learning and development, ensuring the team stays current with industry trends, regulatory changes, and best practices.
• Conduct regular performance reviews and provide constructive feedback to team members to support their growth and development.

Stakeholder Engagement

• Build and maintain strong relationships with internal and external stakeholders to enhance collaboration and achieve service excellence.
• Serve as a key liaison for policy services across different business units, ensuring alignment and clear communication regarding expectations and objectives.
• Manage client relationships, addressing escalations and ensuring the delivery of high-quality service.
• Provide regular updates and reports to senior leadership on team performance, project progress, and strategic initiatives.

• Strategic Thinking and Vision
• Problem Solving and Decision-Making
• Resilience and Stress/Pressure Management Skills
• Client centric mindset
• Collaboration and Teamwork
• Operational Excellence
• Innovation and Change Mindset
• Stakeholder Management and Communication
• Leadership and People Development
• Bachelor’s degree in Business Administration, Risk Management, Insurance, or a related field
• A minimum of 8-10 years of experience in policy services, insurance operations, or a related field, with at least 3-5 years in a leadership or managerial role.
• Strong understanding of policy checking, endorsements, audits, and compliance requirements within the insurance industry.
• Proven track record of driving operational efficiency, process improvements, and delivering client-centric solutions.
• Excellent leadership, coaching, and team development skills.
• Strong analytical and problem-solving abilities, with a keen attention to detail.
• Excellent communication and interpersonal skills, with the ability to manage stakeholder relationships effectively.
• Ability to manage multiple priorities and projects in a fast-paced environment.