Chief Operating Officer

About the role

We are seeking an experienced, commercially driven Chief Operating Officer (COO) to lead operations for a well-established insurance brokerage business in Kenya. Reporting to the Managing Director for the region, the COO will provide strategic and operational leadership across multiple insurance portfolios, including General Insurance, Corporate Insurance, Personal Lines, and Life Assurance.

The successful candidate will oversee the day-to-day management, commercial performance, and service delivery of the brokerage operations, ensuring high standards of client engagement, operational excellence, and regulatory compliance. Working within a brokerage environment, the COO will be responsible for overseeing the full client lifecycle from risk assessment and market placement through to renewals and claims support while maintaining a strong client-centric approach and delivering tailored insurance solutions.

The role will also lead and support senior functional heads and operational teams, driving business growth, operational efficiency, and service quality. In partnership with the Managing Director, the COO will play a key role in executing business strategy, achieving commercial objectives, and ensuring compliance with all relevant regulatory requirements in Kenya.

Responsibilities

• Drive commercial performance across all insurance lines - Own revenue, retention, and profitability targets across the full insurance portfolio. Monitor performance through regular reviews, address variances with clear action plans, and ensure strong oversight of client portfolios, renewal pipelines, and growth opportunities across sectors.

• Manage insurer and underwriter relationships - Build and maintain senior relationships with insurers, underwriters, and reinsurers to secure competitive terms and capacity. Oversee performance reviews, support key negotiations, and identify opportunities to expand partnerships, introduce new products, and drive commercial growth.

• Drive operational excellence and process improvement - Establish and enhance efficient brokerage processes, ensuring high standards in documentation, data quality, and service delivery. Leverage technology to improve turnaround times and accuracy, and conduct regular audits to identify and address improvement areas.

• Lead business development and growth - Partner with senior leadership to define and execute growth strategy, build a strong sales pipeline, and expand market presence. Develop strategic partnerships, identify new product opportunities, and represent the business in key industry and client engagements.

• Oversee client service and account management - Set and maintain high service standards across the client lifecycle, ensuring strong client retention and resolving escalated issues while addressing root causes.

• Lead claims management - Ensure timely, fair, and effective claims handling, stepping in on complex cases and using claims data to improve performance and inform decision-making.

• Ensure regulatory compliance - Oversee compliance with all regulatory requirements, including licensing, reporting, and conduct standards, and lead responses to any regulatory matters.

• Manage financial performance and reporting - Own financial outcomes, including revenue and profitability, support budgeting processes, and provide clear performance reporting while ensuring strong financial controls and insurer reconciliations.

• Support the Managing Director - Act as the principal deputy, providing clear operational insights, reporting on performance and risks, creating strategic proposals for new market entry, and representing the business in senior stakeholder and regulatory engagements when required.

• Lead and manage the operations team - Provide leadership to senior managers, set clear performance targets, drive accountability, and oversee team structure, resourcing, and succession planning.

Preferred Experience & Qualifications

• Advanced degree in Business Administration, Insurance, Risk Management, or related field (MBA preferred), with at least 10 years of progressive senior operations leadership experience in insurance brokerage or insurance industry.

• Professional insurance qualifications (FCII, ACII, or equivalent) are highly desirable.

• Proven track record in insurance operations management with significant experience in General Insurance, Corporate, and Life Insurance sectors.

• Strong experience in regulatory compliance, business development, and operational risk management in East African insurance markets.

• Demonstrated expertise in strategic planning, budget and forecasting, process optimization, and complex operations management with market expansion experience.

• Ability to lead transformational operational projects and drive service excellence across international operations.

• Excellent leadership, communication, and stakeholder management capabilities with proven cross-cultural management experience.

• Deep knowledge of insurance brokerage operations, underwriting principles, and regulatory frameworks across East Africa.

• Results-oriented, innovative, and able to adapt to evolving market conditions and client expectations.

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