We are looking for a Head of Operations who can design scalable systems, solve complex problems, and lead high-performing teams, while deeply understanding insurance operations.

This is not a "run-the-factory" role.

This is a build-the-factory-so-it-runs-without-heroics role.

What You Will Own:

1. Operations Systems & Process Design:

- Design simple, scalable SOPs across:

- Claims

- Endorsements

- Support

- Wellness operations

- Identify bottlenecks and redesign workflows for speed, quality, and predictability

- Reduce dependency on individuals and create institution-level reliability

2. Data, MIS & Decision Infrastructure:

- Own the single source of truth for ops metrics

- Define and track:

- TAT buckets

- Aging & backlog

- Root-cause categories

- Build and maintain dashboards (Metabase or similar) with assistance from analysts

- Use SQL / AI tools to analyze trends and drive decisions

3. Tech Enablement & Automation:

- Translate operational pain points into clear Business Requirement Documents (BRDs)

- Partner with Product & Engineering to build or buy the right solutions

- Ensure tools are actually adopted and deliver measurable outcomes

4. People Leadership & Capability Building:

- Lead and develop:

- Head of Claims

- Endorsements & Ops Managers

- Business Analysts

- Coach teams on structured problem solving and prioritisation

- Build a culture of ownership, empathy, and continuous improvement

5. Insurer, TPA & Wellness Partner Management:

- Act as the senior escalation point for complex and high-impact cases

- Deeply understand policy wordings, rejection patterns, and grey areas

- Codify insurer behaviors and best escalation practices into repeatable playbooks

What We're Looking For:

Must-Have:

- Strong systems thinker with a track record of designing and improving operations

- Excellent problem solver who works from root causes, not symptoms

Comfortable with data & tech:

- Writing / validating SQL queries (directly or via AI)

- Building dashboards (Metabase / Looker / PowerBI)

- Writing clear BRDs (Business Requirement Documents)

- Proven people leader with experience managing large, multi-layered teams

Nice-to-Have:

- Experience in corporate insurance, TPAs, or large insurance brokers

- Experience in startups or scale-ups leading operations

- Consulting background with experience of operations transformation

- Prior exposure to regulated or complex operational environments

What Will Make You Successful Here:

- You design systems people want to follow because they work

- You turn chaos into structure and intuition into data

- You coach smart teams to think better, not just work harder

- You build institutional leverage, not dependency on individuals

If you enjoy building scalable systems, solving hard problems, and leading high-impact teams-this role is for you.