Chief Operating Officer at Liberty life in Nairobi, Kenya

    Liberty life logo

    Chief Operating Officer

    Liberty lifeNairobi, Kenya

    Posted

    5 days ago

    Apply by

    31 Aug

    Full Time
    On Site
    Senior
    Banking, Insurance & Financial Services
    Management & Business Development

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    Job Description

    The role holder will be responsible for providing strategic leadership across the Company's General Insurance operations department and the Health Business bringing together commercial, technical and operational priorities to deliver sustainable growth, profitability and superior customer outcomes.

    Key Responsibilities

    • Strategy & Business Performance: Translate the Company's strategy into clear business and operating priorities across General Business Operations and Health, driving sustainable growth, profitability, retention, customer experience and operational performance.
    • Operational Excellence: Provide executive oversight of core operations, including underwriting, claims, policy administration, client servicing and healthcare operations, ensuring efficient, scalable, customer-focused and commercially sustainable delivery.
    • Health Business Leadership: Lead the strategic and operational performance of the Health Business, with accountability for portfolio quality, underwriting, claims, service provider performance, retention and profitability.
    • Transformation & Continuous Improvement: Drive process optimisation, automation, digital enablement and data-led decision-making to improve productivity, service quality, turnaround times and cost efficiency.
    • Customer & Intermediary Experience: Champion consistent, high-quality customer and intermediary experiences, addressing service issues and their underlying causes while strengthening relationships with clients, brokers, healthcare providers, reinsurers and strategic partners.
    • Risk, Governance & Compliance: Provide oversight of operational, underwriting, claims and third-party risks, business continuity, internal controls, reinsurance and regulatory compliance, including KYC, AML and Data Protection requirements.
    • Commercial & Financial Management: Optimise operational profitability, budgets, resources and costs while maintaining appropriate controls, service standards and customer outcomes.
    • Leadership & Organisational Capability: Lead and develop a high-performing senior leadership team, building talent, succession capability, accountability and a culture of collaboration, innovation and continuous improvement.
    • Stakeholder & Strategic Advisory: Provide the Managing Director with forward-looking insights and recommendations on performance, market opportunities, risks and strategic priorities, while maintaining strong relationships with regulators and key industry stakeholders.

    Required Qualifications

    • Bachelors' degree in a business related field
    • Masters' degree is an added advantage
    • Advanced Diploma in Insurance ACII or AIIK
    • Member of CII or IIK
    • 15 years' experience in the insurance industry, 5 of which should be in senior management
    • Strategic and operational leadership
    • Insurance operations, underwriting, claims and reinsurance management
    • Financial, P&L and business performance management
    • Risk management, governance and compliance
    • Process improvement and operational excellence
    • Digital transformation, automation and change management
    • Data analysis, reporting and decision-making
    • Commercial acumen and results orientation
    • Stakeholder management, communication and influencing
    • Customer focus
    • People leadership and development
    • Problem-solving and strategic thinking
    • Integrity and accountability

    Job Details

    Job Function

    Management & Business Development

    Minimum Experience

    15 years

    Education Level

    Bachelor’s Degree

    Area of Study

    Business

    Field of Study

    Business

    Languages

    English

    Additional Information

    How to Apply: Send your application and updated CV to vacancies@heritage.co.ke by 31st August 2026. Clearly state the job title on the subject heading.

    Own the Numbers Behind the Strategy

    This COO role sits at the intersection of insurance operations, health business performance, and executive leadership. The hiring panel will probe how you've translated strategy into operational results, managed P&L, and led senior teams through change.

    1. Quantify your operational wins: On your CV, show numbers that matter: premium growth, claims turnaround times, cost savings, retention rates, or customer satisfaction scores. For example, "Reduced claims processing time by 30% while maintaining accuracy."

    2. Prepare a health business case study: Be ready to discuss how you've managed a health insurance portfolio, including provider negotiations, claims management, and profitability. Have a specific example of improving portfolio quality or reducing loss ratios.

    3. Show digital transformation leadership: Expect questions on automation and data-led decision-making. Highlight a project where you introduced new technology or processes that improved efficiency or customer experience.

    4. Demonstrate regulatory fluency: Insurance is heavily regulated. Be prepared to talk about your experience with KYC, AML, data protection, and reinsurance compliance. Mention any audits or regulatory interactions you've handled.

    5. Prove your people leadership: As a COO, you'll lead senior managers. Share examples of how you've built teams, developed successors, and fostered a culture of accountability. Use the STAR method to structure your stories.

    6. Align with the company's strategy: Research Liberty Life's current priorities and market position. In your application and interview, show how your experience can help achieve their growth and customer experience goals.

    7. Prepare for board-level communication: You'll advise the MD and possibly the board. Practice presenting complex operational issues clearly and concisely, with a focus on strategic implications.

    8. Show commercial acumen: Be ready to discuss how you've balanced cost control with service quality. Have examples of making tough trade-offs to improve profitability without sacrificing customer outcomes.

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    Tags

    insurance
    operations
    leadership
    strategy
    health business