Operations Team Leader

Role overview

This position is centered on steering the UAE operations function so that service delivery, operating practices, and day-to-day execution stay aligned with the wider business strategy, customer promise, and brand standards. The role calls for close teamwork, strong leadership, and a hands-on approach to implementing operational and strategic improvements across the business to support key commercial goals.

Policy issuance and processing

• Allocate and supervise the preparation of policies, certificates, and endorsements across the team.
• Manage intricate policy issuance work, including multi-site risks, large-premium cases, co-insurance, and facultative inward business.
• Prepare individual certificates for policies covering multiple locations.
• Process provisional policies for cession requirements.
• Handle complex cessions within the system from end to end.
• Coordinate affinity policy issuance and month-end endorsement processing.
• Authorize policy issuance when the premium value is above AED 100,000.
• Check and sign off high-value or technically complex transactions before they are finalized.

Systems and process management

• Record system issues and submit IT change requests to support ongoing improvements.
• Carry out user acceptance testing for new functionality or system upgrades and share detailed feedback with IT.
• Approve helpdesk requests raised by the team, including bug reports and change requests, so they can be actioned by IT.
• Oversee commission changes in the system, including cases where standard rates need to be adjusted.

Operations and service delivery

• Track work queues to keep processing on schedule and within service commitments.
• Maintain turnaround times and ensure work output meets quality expectations.
• Serve as the first point of escalation for operational matters.
• Support e-platform activity, including direct customer quotations and document issuance.

Team leadership and development

• Lead, coach, and support a team of policy administration executives.
• Provide onboarding, training, and ongoing guidance to team members.
• Build and reinforce a strong performance culture that supports business goals.
• Prepare shift rosters and manage leave planning to keep operations running smoothly.

Performance and continuous improvement

• Monitor KPIs and implement corrective measures where performance gaps appear.
• Identify process shortcomings and drive improvements that increase efficiency.
• Assist management with reporting, analysis, and data needed for audits and business reviews.

Business alignment

• Work closely with the team to deliver outcomes that support the UAE business strategy and operational objectives.

Qualifications and experience

The role requires a graduate or postgraduate background and at least 2 years of experience in the commercial lines insurance field.

Skills and work style

Strong capability in Microsoft Office, especially Excel, is important, along with solid communication and interpersonal abilities. The role also needs effective time management, strong written and verbal English, an analytical mindset, discretion, confidentiality, and the ability to work in a competitive environment while managing customer expectations. A practical understanding of commercial underwriting is also valuable.