The Chief Operating Officer (COO) is a crosscutting enabling role within the Digital Business Unit (DBU), created to support the Managing Director and the DBU’s functional teams (Commercial, Digital Operations & Service, Technology, Data & AI, Customer Experience, Product, Pricing & Actuarial, and Thrive & Ecosystem) in delivering the unit’s strategic plan. The role provides a unifying layer of Finance, Performance Management, Portfolio Governance and Operating Model leadership that helps functional teams stay resourced, aligned and unblocked to deliver. The COO translates strategy into coordinated execution owning the DBU’s performance framework and operating model effectiveness, governing enterprise portfolio and investment decisions, consolidating financial performance, and providing transformation governance to ensure that the DBU operates profitably, compliantly, and at pace.

KEY TASKS AND RESPONSIBILITIES

• Partner with the MD and ExCo in strategic and operational decision-making, translating DBU strategy into coordinated execution across functional teams, and setting KPIs to measure and improve business performance
• Own the DBU performance framework – strategic and operational KPIs, benefits realization, and quarterly business reviews – providing the MD and ExCo with a consistent, evidence-based view of business performance
• Drive the scaling of the DBU's digital, platform and technology-enabled propositions, directing process improvement, automation, and digital transformation programmes that strengthen competitiveness and delivery efficiency
• Own accountability for enterprise portfolio governance across the DBU, including initiative prioritization, resource allocation, investment governance, and delivery decisions
• Own DBU operating model effectiveness, including governance structures, organizational effectiveness, and cross-functional alignment across the departments
• Provide cross-functional operational governance for the DBU, establishing consistent policies, internal controls, and risk and business continuity standards as well as champion a strong risk and control culture in partnership with functional heads
• Own the DBU's Finance function, overseeing budget planning, cost tracking, and financial reporting across all functions, and embedding cost discipline and unit economics thinking into operational and portfolio decisions
• Set governance standards for project and portfolio delivery, prioritizing initiatives and surfacing delivery risks and dependencies for MD/ ExCo decision-making as well as and hold functional teams accountable for delivery against agreed actions and timelines
• Lead DBU transformation governance, tracking adoption of new tools, ways of working, and process redesign across functions, and reporting on benefits realisation and change roadmap progress to the MD and ExCo
• Facilitate structured coordination between the MD, ExCo, and functional heads on finance, portfolio, operations, and transformation matters, and coordinate preparation for management and board meetings by consolidating inputs into a single, evidence-based narrative
• Identify cross-functional process and delivery bottlenecks spanning multiple DBU teams, and support engagement with internal and external stakeholders (e.g. regulators, commercial partners, technology vendors) on cross-functional deliverables, in collaboration with functional heads

SKILLS AND COMPETENCIES

• Excellent leadership and management skills to lead cross-functional teams, oversee multiple workstreams, and ensure execution of strategic and operational plans
• Strong strategic thinking abilities to provide guidance and insight across a wide range of business and operational matters
• Sound commercial and financial acumen, including P&L management, budgeting, and the ability to make informed, data-driven business decisions
• Digital and technology fluency, with the ability to engage credibly with engineering, product, and data teams and translate technical concepts into business outcomes
• Exceptional organisational skills to manage multiple projects, systems, and timelines concurrently, ensuring objectives are met on time and within budget
• Superb interpersonal skills to build positive relationships with staff, stakeholders, partners, and regulators
• Top-notch communication skills to convey information effectively across audiences, from operational teams to the board
• Effective problem-solving ability to quickly identify and resolve issues that could hinder operational or business performance
• Change management and digital transformation experience, with the ability to lead teams through periods of rapid growth and process change
• Ability to work under pressure, exhibiting resilience and the capacity to operate in a fast-paced, ever-changing digital business environment
• Strong understanding of the insurance industry, including its regulatory environment, challenges, opportunities, and competitive landscape

KNOWLEDGE & EXPERIENCE

• Significant experience (10+ years) in senior operations, finance business partnering, PMO/portfolio management, or business management roles, with demonstrable experience consolidating budgets and financial performance across multiple teams or functions
• Demonstrated experience scaling digital, platform, fintech or technology-enabled financial services businesses as well as a track record of leading process improvement, automation, or digital transformation programs
• Proven experience in planning and budgeting, demonstrating financial acumen and the ability to make informed business decisions
• Working knowledge of insurance products, distribution models, and the regulatory environment governing insurance and financial services
• Experience leading portfolio governance and leading cross-functional portfolio governance across multiple business areas
• Experience supporting executive committees and boards with performance reporting and decision support

QUALIFICATIONS

• Bachelor's degree in Business Administration, Commerce, Finance, Technology, or a related field
• Master's degree in Business Administration (MBA) or a related field is preferred
• Relevant professional qualifications in insurance (e.g. ACII, FLMI, AIIK) or project/operations management (e.g. PMP, Lean Six Sigma) will be an added advantage

• Partner with the MD and ExCo in strategic and operational decision-making, translating DBU strategy into coordinated execution across functional teams, and setting KPIs to measure and improve business performance
• Own the DBU performance framework – strategic and operational KPIs, benefits realization, and quarterly business reviews – providing the MD and ExCo with a consistent, evidence-based view of business performance
• Drive the scaling of the DBU's digital, platform and technology-enabled propositions, directing process improvement, automation, and digital transformation programmes that strengthen competitiveness and delivery efficiency
• Own accountability for enterprise portfolio governance across the DBU, including initiative prioritization, resource allocation, investment governance, and delivery decisions
• Own DBU operating model effectiveness, including governance structures, organizational effectiveness, and cross-functional alignment across the departments
• Provide cross-functional operational governance for the DBU, establishing consistent policies, internal controls, and risk and business continuity standards as well as champion a strong risk and control culture in partnership with functional heads
• Own the DBU's Finance function, overseeing budget planning, cost tracking, and financial reporting across all functions, and embedding cost discipline and unit economics thinking into operational and portfolio decisions
• Set governance standards for project and portfolio delivery, prioritizing initiatives and surfacing delivery risks and dependencies for MD/ ExCo decision-making as well as and hold functional teams accountable for delivery against agreed actions and timelines
• Lead DBU transformation governance, tracking adoption of new tools, ways of working, and process redesign across functions, and reporting on benefits realisation and change roadmap progress to the MD and ExCo
• Facilitate structured coordination between the MD, ExCo, and functional heads on finance, portfolio, operations, and transformation matters, and coordinate preparation for management and board meetings by consolidating inputs into a single, evidence-based narrative
• Identify cross-functional process and delivery bottlenecks spanning multiple DBU teams, and support engagement with internal and external stakeholders (e.g. regulators, commercial partners, technology vendors) on cross-functional deliverables, in collaboration with functional heads

• Excellent leadership and management skills to lead cross-functional teams, oversee multiple workstreams, and ensure execution of strategic and operational plans
• Strong strategic thinking abilities to provide guidance and insight across a wide range of business and operational matters
• Sound commercial and financial acumen, including P&L management, budgeting, and the ability to make informed, data-driven business decisions
• Digital and technology fluency, with the ability to engage credibly with engineering, product, and data teams and translate technical concepts into business outcomes
• Exceptional organisational skills to manage multiple projects, systems, and timelines concurrently, ensuring objectives are met on time and within budget
• Superb interpersonal skills to build positive relationships with staff, stakeholders, partners, and regulators
• Top-notch communication skills to convey information effectively across audiences, from operational teams to the board
• Effective problem-solving ability to quickly identify and resolve issues that could hinder operational or business performance
• Change management and digital transformation experience, with the ability to lead teams through periods of rapid growth and process change
• Ability to work under pressure, exhibiting resilience and the capacity to operate in a fast-paced, ever-changing digital business environment
• Strong understanding of the insurance industry, including its regulatory environment, challenges, opportunities, and competitive landscape

• Bachelor's degree in Business Administration, Commerce, Finance, Technology, or a related field
• Master's degree in Business Administration (MBA) or a related field is preferred
• Relevant professional qualifications in insurance (e.g. ACII, FLMI, AIIK) or project/operations management (e.g. PMP, Lean Six Sigma) will be an added advantage