Responsibilities or duties

Operational Leadership

• Oversee daily operational delivery across multiple functions aligned to the GHB Europe organisation.
• Ensure productivity, TAT, accuracy, and customer satisfaction metrics are consistently met.
• Monitor staffing, capacity, service levels, volume trends, and operational risks, escalating when required.
• Drive operational discipline through standard processes, governance frameworks, and continuous improvement practices.

Nairobi Focal Point – Cross Functional Support

• Serve as the primary operational and cultural liaison for all GHB Europe staff located in Nairobi, ensuring alignment with EU operational expectations.
• Ensure European processes, service standards, and quality frameworks are fully embedded locally.
• Act as the bridge between Nairobi teams and Madrid, UK & Bangalore departments (Claims, Eligibility, Partnerships, Client Support, Onboarding, etc.).
• Coordinate cross site alignment sessions, sharing best practices and ensuring consistent communication flow.

People Leadership

• Lead, coach, and empower Senior Supervisors and people leaders to drive high performance across teams.
• Oversee performance management, development planning, and succession pipeline for all levels.
• Build a positive, inclusive, and engaging team culture that reflects GHB Europe values.
• Support recruitment, onboarding, skills development, and talent retention for Nairobi based teams.

Strategic Implementation & Change Support

• Translate departmental strategy into clear local delivery plans for Nairobi teams.
• Support operational transformation initiatives, piloting improvements and scaling successful solutions.
• Identify and implement opportunities to enhance service proposition, efficiency, and end to end workflows.
• Encourage innovation and build a culture of continuous improvement.

Collaboration & Stakeholder Management

• Partner closely with Global functional leaders, ensuring Nairobi teams deliver in line with expectations.
• Support cross functional collaboration across Claims, Admin, Partnerships, Comms, Client Support, and other operational areas.
• Act as a trusted advisor and escalation point for both Nairobi and Global leadership teams.
• Participate in leadership forums, strategic reviews, operational meetings, and planning cycles.

Reporting, Insights & Governance

• Produce clear and accurate operational reporting, highlighting trends, risks, insights, and recommended actions.
• Ensure adherence to compliance, audit, risk management, and operational control frameworks.
• Use data insights to challenge teams, identify improvement areas, and support decision making.
• Quantify operational impacts of initiatives and changes to inform leadership discussions.

Qualifications or requirements (e.g., education, skills)

YOUR PROFILE

Experience and Qualification

• Minimum 5+ years leading large operational teams within a customer centric, serviced riven, or shared services environment.
• Experience managing multi‑functional teams and working in matrixed global organisations is a key requirement.
• Demonstrated success in people leadership, operational performance management, and strategic implementation.
• Strong background in driving efficiency, delivering service excellence, and leading continuous improvement.
• Bachelor’s degree required. Diploma in insurance is a plus.

Skills & Capabilities

• Excellent communicator with the ability to engage multiple stakeholder groups across geography and function.
• Strong analytical skills, with proficiency in Excel, dashboards, and data driven decision making.
• Skilled in problem solving, process improvement, and change leadership.
• Strong organisational planning, workload prioritisation, and operational governance capabilities.
• Ability to lead through ambiguity, building clarity and alignment across diverse teams.

Behaviours

• Results driven, accountable, and committed to performance excellence.
• Customer focused mindset with high attention to service quality.
• Collaborative, inclusive, and confident influencing across cultures and functions.
• Flexible, adaptable, and resilient in dynamic and evolving environments.
• Demonstrates leadership presence and builds trust at all levels.

KEY COMPETENCIES

• Leading Leaders
• Operational Excellence
• Stakeholder Management
• Building Effective Teams
• Strategic Execution
• Customer Focus
• Data Driven Decision Making
• Talent Development
• Managing Ambiguity
• Driving Engagement

• Oversee daily operational delivery across multiple functions aligned to the GHB Europe organisation.
• Ensure productivity, TAT, accuracy, and customer satisfaction metrics are consistently met.
• Monitor staffing, capacity, service levels, volume trends, and operational risks, escalating when required.
• Drive operational discipline through standard processes, governance frameworks, and continuous improvement practices.
• Serve as the primary operational and cultural liaison for all GHB Europe staff located in Nairobi, ensuring alignment with EU operational expectations.
• Ensure European processes, service standards, and quality frameworks are fully embedded locally.
• Act as the bridge between Nairobi teams and Madrid, UK & Bangalore departments (Claims, Eligibility, Partnerships, Client Support, Onboarding, etc.).
• Coordinate cross site alignment sessions, sharing best practices and ensuring consistent communication flow.
• Lead, coach, and empower Senior Supervisors and people leaders to drive high performance across teams.
• Oversee performance management, development planning, and succession pipeline for all levels.
• Build a positive, inclusive, and engaging team culture that reflects GHB Europe values.
• Support recruitment, onboarding, skills development, and talent retention for Nairobi based teams.
• Translate departmental strategy into clear local delivery plans for Nairobi teams.
• Support operational transformation initiatives, piloting improvements and scaling successful solutions.
• Identify and implement opportunities to enhance service proposition, efficiency, and end to end workflows.
• Encourage innovation and build a culture of continuous improvement.
• Partner closely with Global functional leaders, ensuring Nairobi teams deliver in line with expectations.
• Support cross functional collaboration across Claims, Admin, Partnerships, Comms, Client Support, and other operational areas.
• Act as a trusted advisor and escalation point for both Nairobi and Global leadership teams.
• Participate in leadership forums, strategic reviews, operational meetings, and planning cycles.
• Produce clear and accurate operational reporting, highlighting trends, risks, insights, and recommended actions.
• Ensure adherence to compliance, audit, risk management, and operational control frameworks.
• Use data insights to challenge teams, identify improvement areas, and support decision making.
• Quantify operational impacts of initiatives and changes to inform leadership discussions.

• Excellent communicator with the ability to engage multiple stakeholder groups across geography and function.
• Strong analytical skills, with proficiency in Excel, dashboards, and data driven decision making.
• Skilled in problem solving, process improvement, and change leadership.
• Strong organisational planning, workload prioritisation, and operational governance capabilities.
• Ability to lead through ambiguity, building clarity and alignment across diverse teams.

• Minimum 5+ years leading large operational teams within a customer centric, serviced riven, or shared services environment.
• Experience managing multi‑functional teams and working in matrixed global organisations is a key requirement.
• Demonstrated success in people leadership, operational performance management, and strategic implementation.
• Strong background in driving efficiency, delivering service excellence, and leading continuous improvement.
• Bachelor’s degree required. Diploma in insurance is a plus.