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.
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