Insurance Operation Manager Digital Transformation

Job Description – Insurance Operations Manager (Digital Transformation)
Job Purpose
The role holder will drive process automation, deploy insurance technology solutions, and ensure a smooth digital journey across operations.
Key Responsibilities
Insurance Operations Management
• Oversee day-to-day insurance operations including policy issuance, underwriting support, claims coordination, and endorsements, ensuring service quality and turnaround time (TAT) standards are met.
• Establish and monitor operational KPIs, KRIs, and performance dashboards to track efficiency and quality.
• Re-engineer underwriting and claims workflows to improve productivity, reduce leakage, and enhance customer experience.
• Ensure regulatory compliance and internal governance standards are maintained across all operational processes.
Digital Transformation & Technology Implementation
• Lead the evaluation, selection, and implementation of insurance technology platforms and digital tools (e.g., policy administration systems, underwriting/claims automation platforms, AI-driven processing tools).
• Drive automation initiatives (RPA, AI/Gen AI, workflow automation) to improve underwriting and claims processing efficiency and reduce quote-to-bind/claims cycle times.
• Manage end-to-end digital project delivery — requirements gathering, vendor coordination, testing, rollout, and post-implementation support — ensuring minimal disruption to business operations.
• Partner with IT and external technology vendors/consultants to ensure digital solutions align with business needs and regulatory expectations.
• Modernize underwriting and claims workbenches by integrating relevant data sources and digital tools to improve decision accuracy and operational resilience.
• Monitor emerging insurtech trends and recommend relevant digital solutions to maintain competitive advantage.
Change Management & Stakeholder Engagement
• Act as a change champion, ensuring smooth adoption of new systems and processes across underwriting, claims, and operations teams.
• Provide training and support to operational staff during digital transitions to minimize disruption and resistance.
• Engage with senior management on digital strategy, modernization roadmaps, and operational excellence initiatives.
• Coordinate cross-functional teams (Underwriting, Claims, IT, Compliance) to ensure aligned execution of digital and operational initiatives.
Governance, Risk & Compliance
• Strengthen governance, risk, and compliance frameworks across operational processes.
• Ensure digital initiatives maintain data security, regulatory compliance, and audit readiness.
• Establish real-time risk monitoring and reporting mechanisms for operational and digital risk.
Omanization & Talent Development
• Identify, coach, and mentor Omani employees within the operations team to build a sustainable local talent pipeline.
• Design and implement a structured on-the-job training plan covering insurance operations, digital tools, and process improvement techniques.
• Support succession planning by preparing capable Omani nationals for future operations/digital leadership roles.
Key Requirements
Education & Qualifications
• Bachelor's degree required; MBA or equivalent preferred.
• Professional insurance qualification preferred (CIP, ACII, FIII, or equivalent).
Experience
• Minimum 15+ years of experience in insurance operations, with demonstrated involvement in digital transformation and technology implementation projects.
• Proven track record managing underwriting/claims operations across multiple lines (P&C, Life & Annuities, Health).
• Experience deploying or evaluating insurance technology platforms and automation solutions (RPA, AI/Gen AI, core insurance systems).
• Experience leading cross functional teams and managing multi vendor technology ecosystems.
• Prior experience in governance and regulatory compliance within insurance operations.
Skills
• Strong operational management and process re-engineering capability.
• Working knowledge of insurance technology platforms and digital transformation methodologies.
• Project management skills able to lead technology implementation from planning through rollout.
• Change management and stakeholder engagement skills, particularly around technology adoption.
• Strong analytical skills KPI/KRI tracking, performance reporting, and data-driven decision-making.
• Coaching and people-development skills, with commitment to national talent development.