Chief Operating Officer Job in Kenya

Job Title: Chief Operating Officer
Hiring Organization: Jubilee Insurance
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Insurance
Job Type: Full Time
Salary: KES Competitive
Date Posted: 10/22/2023

Jubilee Insurance was established in August 1937, as the first locally incorporated Insurance Company based in Mombasa in 1937. Jubilee Insurance has spread its sphere of influence throughout the region to become the largest Composite insurer in East Africa, handling Life, Pensions, general and Medical insurance.
Job Ref. No: JHIL097

Role Purpose

The Chief Operating Officer will be accountable for setting and driving strategic direction and providing executive leadership and management to Jubilee Health Insurance Ltd (JHIL) Operations Organization, focusing on ensuring the department’s performance meets or exceeds customer expectations while concurrently driving operational efficiencies. This role will play a significant role in developing and implementing processes and technology solutions necessary to achieve the organization’s business goals and objectives.

Main Responsibilities


Collaborate with the CEO in setting and driving the Company’s vision, operations strategy, and hiring levels.

Leading and executing the operational strategy of JHIL business by establishing and enforcing organizational goals, policies, and operating procedures

Optimizing the use of technology, people, and defined processes to achieve an optimum competitive positioning and standardize operations and reduce turn-around time on key business processes.

Defines annual operating budget for Operations and ensures unit operates at or below budget.


Driving process mapping and restructuring to obtain optimal operations with a clear bias for cost containment, strategic purchasing, provider relations and fraud management. Identifies and implements on-going improvement initiatives to improve performance.

Defines the service operations strategy to ensure the business provides world-class service to all customer segments.

Oversee and give technical guidance on all complex and large risks – both underwriting and claims

Evaluate reinsurance data and recommend changes where applicable to ensure a robust and optimal reinsurance program.

Ensure operational efficiency in claims, underwriting, reinsurance and customer service departments in accordance with established SLAs.

Put in place standards for interdepartmental service level agreements that will improve the company’s service ratings.

Ensuring service levels agreements with external customers and partners are put in place and are adhered to.

Manage key relationships with clients, intermediaries, and service providers in the market by ensuring that service to customers and producers meets their expectations.

Provide effective leadership and direction to the various departmental heads.

Put in place control mechanisms that enable a measure of service satisfaction by agents, brokers, customers, providers, and the regulator.

Oversee and optimize organizational processes to enhance efficiency and effectiveness. Implement best practices and innovative solutions to streamline operations across various departments.

Corporate Governance

Ensure adherence of all regulatory requirements with regards to reinsurance, claims and technical acceptance of risks.

In liaison with the Head of Technical Underwriting & Reinsurance, ensure that the underwriting policies reflect the company’s strategic risk management framework and are always observed. Ensure risk control mechanisms are in place.

In liaison with the Head of Claims, ensure that the claims policies reflect the company’s strategic risk management framework and are always observed. Ensure risk control mechanisms are in place.

Leadership & Culture

Promote a culture of excellence, accountability, and innovation within the organization.

Provide strong leadership and mentorship to department heads and operational teams.

Promote and embody the organization’s values and ethics.

Provide leadership to the team and build know-how and knowledge sharing to create efficiencies and synergies.

Building relevant departmental capacity to deliver on strategy by leading, guiding, directing, and evaluating the work of the team.

Conduct regular team meetings and training sessions to enhance skills and knowledge related to operational & financial reporting and industry trends.

Key Competencies

Strong working knowledge and experience in the health insurance industry, including operations, provider management strategy, regulations, and market trends.

Expertise in operational management, process improvement, and workflow optimization.

Proficiency in strategic planning and execution.

Sound financial acumen and budgeting skills.

Strong project management and change management abilities.


Masters in a Business-related field/Medicine/Strategy

Bachelor’s degree in finance, medicine, or a related field.


Relevant Experience

Minimum of 10 years of relevant working experience in a similar or role. Candidates with hands on experience for Operational Excellence Projects will have an added advantage.

How To Apply

If you are qualified and seeking an exciting new challenge, please apply via quoting the Job Reference Number and Position by 2nd November 2023. Only shortlisted candidates will be contacted