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.

• 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.
• Digital Transformation and 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 and 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 and 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 and 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 and 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.

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 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.