Insurance Policy Administration Team Leader

Who we areGIG Gulf is part of the Gulf Insurance Group (GIG), the #1 regional composite insurer in MENA, with a presence in 12 markets including the United Arab Emirates, Bahrain, Oman, Qatar, Saudi Arabia, Algeria, Egypt, Iraq, Jordan, Kuwait, Lebanon, and Turkey. GIG Group reported consolidated assets of US$4.01 billion and a net profit of US$84 million for the year 2024.The majority shareholder of GIG Group is Fairfax Financial Holdings, a global leader in insurance and reinsurance, with a presence in 40 markets. Listed on the Toronto Stock Exchange and part of the Fortune 500, Fairfax was founded in 1985 and has always had a strong focus on long-term growth and financial resilience. It follows a decentralized model, empowering local leadership teams—many of whom have over 20 years of tenure—with trust and accountability. Fairfax’s culture, rooted in its guiding principles, is reflected across all of its subsidiaries.GIG Gulf is an ‘A’-rated regional insurer with a top 5 position in each of its core markets: the UAE, Oman, Qatar, and Bahrain. With over 70 years of regional presence, GIG Gulf combines a strategic focus on growth and investment with a comprehensive portfolio of insurance products and services tailored to corporates, SMEs, and individual customers. It also holds a 50% stake in GIG Saudi. The company’s strategic priorities are centered around regional growth, customer experience, and digital transformation.GIG Gulf fosters a diverse and inclusive culture, employing over 800 people from 60+ nationalities, across 15 branches and retail outlets throughout the region. Serving over 1 million customers, GIG Gulf positions itself as a caring partner—committed to helping customers achieve their goals and lead fulfilling lives. Passionate about customer feedback, the company is constantly evolving to become the region’s digital insurer of reference, operating in a responsible and sustainable way.Job Purpose:We are looking a Policy Administration Team Leader who will partner closely with clients and internal operational teams (Sales, Customer Service, Provider Network, Claims & Finance Departments).The administrative Team Leader will coach onboarding and administrative team members, develop, review, and improve policies, systems, and procedures; and generally, ensure the department operates smoothly and efficiently.The ideal candidate will have a mindset of continuous improvement and change and demonstrate curiosity, collaboration, and the ability to deal with ambiguity.Job Responsibilities:Supervises and coordinates onboarding, administrative, and contracting activities, ensuring adherence to operational policies and procedures for policy onboarding and maintenance.Assists in planning and coordinating administrative procedures and systems, identifying opportunities to streamline processes.Monitors and communicates the impacts of workflow/process changes on onboarding and related departments throughout the end-to-end process.Supports the implementation of standard onboarding processes and workflows across business channels to meet SLA and cycle time targets.Aids in the timely dissemination of new information on products, services, and procedures to enhance service quality and mitigate issues.Ensures that department tasks and individual assignments are completed within agreed turnaround times for all types of transactions; allocates resources and skills as needed during peak periods.Manages appeals and escalations from internal and external stakeholders with professionalism and attention to detail.Maintains service level agreements for all transaction types across lines of business while upholding high standards of customer, client, and broker service.Participates in the implementation and execution of change requests and projects related to policy administration and onboarding.Conducts user acceptance testing (UAT) on new system features, reports issues, and follows up on resolutions.Prepares concise materials and presentations that synthesize complex information and data to support recommendations for the team and management.Assists in collecting and analyzing performance data against defined parameters, helping identify priorities for follow-up.Prepares regular operational, performance, compliance, and regulatory reports as required.Conducts needs assessments and gap analyses as necessary, and helps develop and deliver training on systems, processes, procedures, and guidelines for policy administration and onboarding teams.Supports internal and external inspections, audits, and investigations to ensure compliance with regulatory standards and internal policies.Essential Requirements:3 years’ experience in operation and performance management in healthcare/Medical insurance industryClient-focused approach while problem-solving or recommending changesEffective leadership skills and ability to influence department and peers, as well as be a team player.Ability to work in a dynamic, high productivity and rapidly changing environment.Excellent oral/written communication skill in English is a must.Ability to build and maintain solid working relationshipsHigh level of analytical and auditing skillsExcellent communication and interpersonal skills.Detail-oriented and able to maintain accurate records.Proficiency in data analysis tools and techniques.