Job Description

Job Advert Summary

Reporting directly to the Chief Executive Officer, glu, the Chief Operating Officer, will oversee and enhance the operational functions of our rapidly expanding life insurance start-up. The COO will be accountable for developing and improving processes, implementing essential controls to ensure accuracy and sound governance, and working collaboratively with the CEO to achieve the company's strategic goals and objectives.

Minimum Requirements

Education:

Bachelor's degree in Business Administration, Insurance, Finance, or related field MBA (preferred)

Experience:

10+ years of experience in operations leadership, preferably within the insurance or financial services industry Proven experience in scaling operations in a start-up or high-growth environment Proven experience in scaling operations in a start-up or high-growth environment Proven experience in the understanding of life insurance products, underwriting, and claims processes

Knowledge and Skills:

Core Operational Skills:


Process Optimization Project Management Agile Methodology Data Analysis & KPIs Regulatory Compliance

Strategic & Leadership Skills:


Strategic Thinking Leadership & Team Building Change Management Decision-Making

Customer & Stakeholder Focus:


Customer Experience (CX) Communication Collaboration

Tech & Innovation Skills:


Tech-Savvy Digital strategy Innovation Mindset Proficiency in leveraging AI technologies

Duties and Responsibilities

Lead and manage all operational departments including claims processing, underwriting, customer service, and retention teams Collaboration and facilitation of delivery across functional departments Translate the company's strategic vision into actionable operational plans, KPIs, and performance metrics Design and implement scalable processes and systems to improve efficiency, reduce costs, and enhance customer satisfaction Oversee the end-to-end claims process ensuring timely, fair, and compliant resolution of claims Develop underwriting strategies that align with risk appetite, regulations, and strategic goals, while meeting customer expectations and fostering organisational growth Develop and implement strategies to improve policyholder retention and lifetime value Ensure all operations comply with insurance regulations and internal risk management frameworks Build and mentor high-performing teams, fostering a culture of accountability, innovation, and continuous improvement * Collaborate with the CTO and product teams to leverage technology for operational efficiency and customer experience