Chief Operating Officer drives operational strategy, optimizes business processes, manages operational risks, and leads executive teams to performance goals, requires a Business or Finance Degree (MBA preferred) and 10+ years senior executive leadership experience in financial services.
Job Overview
The Chief
Operating Officer (COO) is a crosscutting enabling
role within the Digital Business Unit (DBU), created to support the Managing
Director and the DBU’s functional teams (Commercial, Digital Operations &
Service, Technology, Data & AI, Customer Experience, Product, Pricing &
Actuarial, and Thrive & Ecosystem) in delivering the unit’s strategic plan.
The role provides a unifying layer of Finance, Performance Management,
Portfolio Governance and Operating Model leadership that helps functional teams
stay resourced, aligned and unblocked to deliver. The COO translates strategy
into coordinated execution owning the DBU’s performance framework and operating
model effectiveness, governing enterprise portfolio and investment decisions,
consolidating financial performance, and providing transformation governance to
ensure that the DBU operates profitably, compliantly, and at pace.
Key
Tasks & Responsibilities
Partner
with the MD and ExCo in strategic and operational decision-making, translating
DBU strategy into coordinated execution across functional teams, and setting
KPIs to measure and improve business performance
Own the
DBU performance framework – strategic and operational KPIs, benefits
realization, and quarterly business reviews – providing the MD and ExCo with a
consistent, evidence-based view of business performance
Drive the
scaling of the DBU’s digital, platform and technology-enabled propositions,
directing process improvement, automation, and digital transformation
programmes that strengthen competitiveness and delivery efficiency
Own
accountability for enterprise portfolio governance across the DBU, including
initiative prioritization, resource allocation, investment governance, and
delivery decisions
Own DBU
operating model effectiveness, including governance structures, organizational
effectiveness, and cross-functional alignment across the departments
Provide
cross-functional operational governance for the DBU, establishing consistent
policies, internal controls, and risk and business continuity standards as well
as champion a strong risk and control culture in partnership with functional
heads
Own the
DBU’s Finance function, overseeing budget planning, cost tracking, and
financial reporting across all functions, and embedding cost discipline and
unit economics thinking into operational and portfolio decisions
Set
governance standards for project and portfolio delivery, prioritizing
initiatives and surfacing delivery risks and dependencies for MD/ ExCo
decision-making as well as and hold functional teams accountable for delivery
against agreed actions and timelines
Lead DBU
transformation governance, tracking adoption of new tools, ways of working, and
process redesign across functions, and reporting on benefits realisation and
change roadmap progress to the MD and ExCo
Facilitate
structured coordination between the MD, ExCo, and functional heads on finance,
portfolio, operations, and transformation matters, and coordinate preparation
for management and board meetings by consolidating inputs into a single,
evidence-based narrative
Identify
cross-functional process and delivery bottlenecks spanning multiple DBU teams,
and support engagement with internal and external stakeholders (e.g.
regulators, commercial partners, technology vendors) on cross-functional
deliverables, in collaboration with functional heads
Skills & Competencies
Excellent
leadership and management skills to lead cross-functional teams, oversee
multiple workstreams, and ensure execution of strategic and operational plans
Strong
strategic thinking abilities to provide guidance and insight across a wide
range of business and operational matters
Sound
commercial and financial acumen, including P&L management, budgeting, and
the ability to make informed, data-driven business decisions
Digital
and technology fluency, with the ability to engage credibly with engineering,
product, and data teams and translate technical concepts into business outcomes
Exceptional
organisational skills to manage multiple projects, systems, and timelines
concurrently, ensuring objectives are met on time and within budget
Superb
interpersonal skills to build positive relationships with staff, stakeholders,
partners, and regulators
Top-notch
communication skills to convey information effectively across audiences, from
operational teams to the board
Effective
problem-solving ability to quickly identify and resolve issues that could
hinder operational or business performance
Change
management and digital transformation experience, with the ability to lead
teams through periods of rapid growth and process change
Ability
to work under pressure, exhibiting resilience and the capacity to operate in a
fast-paced, ever-changing digital business environment
Strong
understanding of the insurance industry, including its regulatory environment,
challenges, opportunities, and competitive landscape
Knowledge & Experience
Significant
experience (10+ years) in senior operations, finance business partnering,
PMO/portfolio management, or business management roles, with demonstrable
experience consolidating budgets and financial performance across multiple
teams or functions
Demonstrated
experience scaling digital, platform, fintech or technology-enabled financial
services businesses as well as a track record of leading process improvement,
automation, or digital transformation programs
Proven
experience in planning and budgeting, demonstrating financial acumen and the
ability to make informed business decisions
Working
knowledge of insurance products, distribution models, and the regulatory
environment governing insurance and financial services
Experience
leading portfolio governance and leading cross-functional portfolio governance
across multiple business areas
Experience
supporting executive committees and boards with performance reporting and
decision support
Qualifications
Bachelor’s
degree in Business Administration, Commerce, Finance, Technology, or a related
field
Master’s
degree in Business Administration (MBA) or a related field is preferred
Relevant
professional qualifications in insurance (e.g. ACII, FLMI, AIIK) or
project/operations management (e.g. PMP, Lean Six Sigma) will be an added
advantage
