Chief Operating Officer (COO)

Job Description

Title: Chief Operating Officer (COO)

Company Name: Shanta Life Insurance PLC

Vacancy: 1

Age: 32 to 50 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• 12 to 20 years
• The applicants should have experience in the following business area(s): Banks, Telecommunication, Multinational Companies, Group of Companies, Financial Technology (Fintech) Startup

• Masters

• 12 to 20 years
• The applicants should have experience in the following business area(s): Banks, Telecommunication, Multinational Companies, Group of Companies, Financial Technology (Fintech) Startup

• Age 32 to 50 years

Key Responsibilities:

1.     Strategic & Operational Leadership 

• Lead and oversee operations of Underwriting, Policy & Customer Services, Claims & Hospital Network Management, Call Centre & Telemedicine, and Administration & Procurement.

• Develop and implement operational strategies aligned with organizational goals and regulatory requirements.

• Drive continuous process improvement, automation, and digitalization of operations.

• Ensure smooth coordination between departments to deliver a seamless customer and policyholder experience.

2.     Underwriting

• Supervise underwriting policies and processes to maintain risk quality and profitability.

• Monitor adherence to risk management guidelines and reinsurance treaties.

• Introduce underwriting automation and data-driven risk evaluation.

3.     Policy & Customer Service

•  Ensure prompt and high-quality service delivery to policyholders and stakeholders.

• Implement customer feedback systems to continuously improve service quality.

• Develop initiatives to enhance policyholder satisfaction and loyalty

4.     Claims & Hospital Network Management

•  Oversee claims assessment, processing, and settlement with fairness, transparency, and efficiency.

• Minimize fraud risk through robust claim validation and monitoring processes.

• Establish service-level agreements (SLAs) to ensure timely claim settlement.

5.     Call Center & Telemedicine:

• Establishment and oversight of a Call Center set-up as deemed necessary

• Ensure a hundred percent call satisfaction

• Continuous improvement of customer relationships

• Establishment and management of the telemedicine set-up

• Generate regular reports on the Call Center and Telemedicine’s performance

6.     Administration & Procurement

•  Oversee company-wide administrative operations, including facilities, logistics, and compliance support.

• Ensure efficient resource utilization and cost management across departments.

• Support HR in building a performance-driven culture within the operations teams.

7.     Governance & Compliance

•  Ensure strict adherence to IDRA (Insurance Development & Regulatory Authority) regulations and company policies.

• Develop and monitor operational risk management frameworks.

• Maintain transparent reporting to senior management and Board Committees.

Awesome atmosphere for knowledge sharing and learning.