Insurance Services Director

Roles and responsibilities

Provide inputs to identify and assess risks, and ensure compliance with relevant regulations for insurance service companies.

Coordinate with the Enforcement Department and the Inspection and Control Department to receive updated information on the status of compliance and areas of concern.

Prepare reports on supervision activities and findings, highlighting trends, risks and areas for improvement in the insurance sector.

Propose recommendations based on best practices and international standards to enhance excellence and compliance with operations.

Prepare and complete risk profiles for regulated entities on a quarterly/annual basis and develop the annual plan based on them.

Follow up on corrective actions imposed on insurance service companies and take necessary actions in cases of non-compliance.
Supervision and Team Leadership
Team Management: Supervise and manage staff within the insurance services department (e.g., claims adjusters, customer service agents, policy administrators). Ensure that team members are well-trained, motivated, and equipped to perform their jobs efficiently.
Training and Development: Provide ongoing training to team members on the latest insurance products, processes, technologies, and regulatory requirements. Develop training plans to keep the team up to date with industry best practices.
Performance Monitoring: Regularly assess the performance of the team, setting clear goals, monitoring progress, and offering coaching or corrective action where necessary.
Motivation and Support: Foster a positive work environment by motivating the team, resolving conflicts, and encouraging collaboration. Provide ongoing feedback and support to ensure staff members are meeting performance standards.
Customer Service and Client Relations
Client Interaction Oversight: Ensure the team delivers exceptional customer service to policyholders and other stakeholders. Monitor the resolution of client issues, complaints, or inquiries and ensure they are handled in a timely and professional manner.
Claims Management: Oversee the claims process, ensuring that claims are processed efficiently, accurately, and fairly. This may involve working with claims adjusters and other team members to review claims and resolve any disputes or issues.
Quality Control: Ensure that services, including claims processing, policy issuance, and renewals, meet the company’s quality standards. Monitor and evaluate the effectiveness of customer service practices, recommending improvements where needed.

Desired candidate profile

Legal Knowledge
Project Management
Administrative Procedure
Regulatory Control
Regulatory Knowledge Management and Compliance
Quality Assurance
Risk Management and Analysis
Risk-Based Supervision
Operational Efficiency and Process Improvement
Process Optimization: Review and improve operational processes and workflows to increase efficiency, reduce costs, and enhance service delivery. Identify areas for process automation or streamlining to enhance productivity.
Compliance Oversight: Ensure that all activities within the insurance services department comply with local, state, and federal regulations. Stay updated on changes in insurance laws and regulations and ensure the department adheres to them.
Resource Allocation: Ensure that the department is properly staffed to meet the operational demands, managing workloads and adjusting resources as necessary. Oversee the scheduling of team members to maintain productivity levels during peak times.
. Reporting and Documentation
Data Analysis and Reporting: Compile and analyze key performance indicators (KPIs) to assess the performance of the insurance services department. This includes tracking metrics such as claims turnaround time, customer satisfaction, and operational efficiency.
Internal Reporting: Provide regular updates and reports to senior management regarding department performance, progress towards goals, challenges, and recommendations for improvement.
Documentation Oversight: Ensure that all client and company documentation is accurate, properly maintained, and compliant with regulatory standards.