Deputy Chief Operating Officer

About Us(Please note that this role is based in Nairobi, Kenya.)We are a globally focused organisation at the forefront of delivering innovative risk management and insurance solutions. Our purpose is to help businesses anticipate and navigate uncertainty through forward-looking strategies, advanced technology, and deep market expertise.Our culture is built on excellence, collaboration, and integrity. We bring together exceptional talent from diverse backgrounds to create solutions that make a meaningful impact on our clients and the broader industry. With a strong emphasis on innovation and growth, we empower our people to think strategically, act decisively, and drive results.This opportunity is being managed confidentially as part of an ongoing transition within the leadership team. The confidentiality ensures a smooth and thoughtful process while maintaining business continuity and focus.If you are looking to contribute to a high-performing, purpose-driven team shaping the future of global risk solutions, we invite you to be part of our journey.About the RoleThe Deputy Chief Operating Officer will serve as a key strategic partner supporting the COO in driving operational excellence and business growth across the company's diverse insurance brokerage portfolios. This role will be responsible for executing operational strategies, managing day-to-day operations, and ensuring seamless coordination between different business units while maintaining high service standards across General Insurance, Corporate Insurance, and Life Insurance operations throughout the regions the company operates.Key Responsibilities Operational Strategy ImplementationExecute operational strategies aligned with company goals across all insurance business lines. Drive key initiatives, monitor performance, and identify opportunities to improve efficiency and effectiveness.Day-to-Day Operations ManagementOversee daily operations across underwriting, claims, client services, and administration. Ensure smooth workflows, optimal resource use, and consistent service quality across regions.Process Optimisation and Quality ControlLead process improvement and quality assurance initiatives. Standardise procedures, address operational bottlenecks, and enhance compliance and service delivery standards.Cross-Functional Coordination and CommunicationFoster collaboration between underwriting, claims, finance, IT, HR, and other departments. Ensure alignment of operational activities with business objectives and seamless project execution.Performance Monitoring and ReportingManage operational performance frameworks and reporting systems. Track KPIs, analyse trends, and provide actionable insights to senior leadership to support strategic decisions.Team Development and Talent ManagementLead and mentor operational teams. Drive performance management, training, and succession planning to build capability and ensure continuity.Client Relations and Service DeliveryEnsure exceptional client service and operational responsiveness. Address escalated issues, monitor satisfaction, and implement service improvement initiatives to strengthen client relationships.Technology and Systems ManagementOversee technology platforms supporting brokerage operations. Partner with IT to enhance system reliability, security, and scalability while supporting digital transformation initiatives.Preferred Experience & Qualifications:Bachelor’s degree in Business Administration, Insurance, Operations Management, or related field; Master’s degree preferred.8+ years of progressive experience in insurance operations, preferably within brokerage environments.Strong background across multiple insurance lines, including General and Corporate Insurance.Proven success in process optimisation, quality management, and multi-location operational coordination.Demonstrated ability to lead teams, monitor performance, and implement data-driven reporting systems.Experienced in managing complex projects and cross-functional operational initiatives.In-depth knowledge of insurance brokerage operations, regulatory standards, and compliance frameworks.Skilled in stakeholder management, communication, and problem-solving across diverse teams.Results-oriented and adaptable to evolving market and regulatory conditions.Proficient in operational systems, analytics, and technology platforms supporting insurance operations.Experienced in project management and operational transformation initiatives.Strong understanding of East African insurance regulations and market dynamics.Collaborative leader with a strategic mindset and proven ability to support senior leadership in fast-paced environments.