Country Operations Manager


Job purpose

The role holder will be responsible for providing leadership for underwriting, claims, and other areas of general management and ensure delivery of service that meets customer expectations. The role will report to the Chief Executive Officer.


Key responsibilities

In liaison with the Underwriting Manager, ensure that the underwriting policies reflect the country’s strategic risk management framework and are observed at all times;
In liaison with the Claims Manager, ensure that the claims policies reflect the company’s strategic risk management framework and are observed at all times;
Ensure that the company meets operations efficiency in claims and underwriting procedures;
Carry out market intelligence to ensure the company is in tandem with industry trends and adopts pricing mechanisms that ensure profitability;
Put in place control mechanisms that enable a measure of service satisfaction by agents, brokers, customers and the regulator;
Put in place standards for interdepartmental service level agreements that will improve the company’s service ratings;
Set and monitor operational budgets;
Ensure that service to customers and procedures meets their expectations
Manage key relationships with clients, intermediaries and service providers in the market;
In liaison with the Underwriting Manager ensure that the company has in place a robust and optimal reinsurance program
Ensure the establishment and management of a versatile risk survey function
Perform any other duties as may be assigned from time to time; and
Deliver on performance requirements as defined in the departments’ strategy map, balanced scorecard and Personal Scorecard.
Performing other tasks as assigned by the supervisor.

Key Performance Measures

Risk and control self-assessment score
Customer turnaround time
Percentage of staff achieving targets
Key talent retention
Percentage of processes re-engineered
Customer Retention & Renewal retention
Working Relationships

Internal Relationships:

Accountable to Chief Executive Officer.
Responsible for the staff who work under this position
Required to liaise and work closely with the other staff members across the business.

External Relationships:


Britam customers.
Insurance sector players (Insurance companies, reinsurers, reinsurance brokers, loss adjusters, investigators and garages).
Intermediaries (Brokers, Agents & Banks)
Regulatory Authorities (TIRA,TRA and other government agencies)

Knowledge, experience and qualifications required

Relevant Bachelor’s Degree; MBA is an added advantage.
Professional qualification in Insurance (ACII) or equivalent
10 years’ experience, 4-5 of which should be in a managerial capacity in a busy environment. Commercial and general management experience in a company of approximately similar size or larger
Extensive experience in ensuring operational risks are identified and managed.
Significant experience in process mapping and restructuring to obtain optimal operations with a focus on cost containment.
A deep understanding of leveraging technology and processes to standardise operations, reducing turn-around times on all key business processes.
A demonstrated track record in optimising operations to enhance the overall customer experience at all customer contact points.
Primary Location: Tanzania, United Republic of-Dar es Salaam-Dar es Salaam

Organization: International Insurance Business

Job Type: Permanent

Shift: Day Job

Contract Type: Full-time

Job Posting: 31-05-2022

Unposting Date: 30-06-2022

Number of Openings: 1


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