Operations Manager

Job description

OPERATIONS MANAGER

Company: Venture Holding Limited (VHL)
Location: Lusaka, Zambia
Industry: Insurance Broking / Risk Management / Digital Insurance
Employment Type: Full-Time
Reporting To: Chief Executive Officer / Executive Management

ROLE PURPOSE

Venture Holding Limited is seeking an experienced and commercially minded Operations Manager to lead and strengthen the company’s insurance broking operations.

The successful candidate will have overall responsibility for ensuring efficient day-to-day operations, high standards of client service, timely insurance placements and renewals, effective coordination with insurers, strong operational controls, regulatory compliance, and disciplined follow-up of premiums and documentation.

The role requires a hands-on leader who can manage people and processes while supporting VHL’s growth and increasing use of digital insurance solutions.

KEY RESPONSIBILITIES

1. Insurance Broking Operations

Lead and supervise the complete insurance operations cycle, including:

• Client onboarding and maintenance of client records
• Preparation and submission of Requests for Quotations (RFQs)
• Obtaining and evaluating insurer quotations
• Insurance placement and confirmation of cover
• Policy issuance and documentation
• Endorsements and policy amendments
• Renewal management
• Claims coordination and follow-up
• Debit notes, premium schedules and related operational documentation
• Ensuring policies and supporting documents are delivered to clients within agreed timelines

Ensure all transactions are properly documented and operational records are complete and accurate.

2. Client Service & Relationship Management

Maintain high service standards across the business and ensure clients receive timely and professional responses.

Monitor outstanding client requirements, quotations, policies, endorsements, claims and renewals.

Personally manage or coordinate the resolution of significant client service issues and escalations.

Work closely with business development and management teams to ensure smooth transition of new business into operations.

3. Insurer & Partner Coordination

Maintain effective working relationships with insurance companies and other business partners.

Ensure quotations, policy documents, endorsements, claims responses and other insurer deliverables are followed up and obtained within agreed timelines.

Monitor insurer service levels and escalate persistent operational issues to management.

Support management in insurer negotiations, onboarding and relationship management.

4. Renewal Management

Establish and maintain a structured renewal management process.

Ensure upcoming renewals are identified well in advance and that client information, claims experience, renewal terms and alternative quotations are obtained on time.

Reduce last-minute renewals, expired covers and uninsured periods caused by operational delays.

5. Premium & Financial Operations Coordination

Work closely with Finance and Management to monitor:

• Premium collections
• Outstanding client balances
• Premium remittances to insurers
• Commissions
• Debit and credit notes
• Payment reconciliations
• Outstanding insurer statements

Ensure operational records correspond with financial records and immediately escalate material discrepancies.

6. Compliance & Operational Controls

Ensure insurance operations are conducted in accordance with applicable regulatory requirements, internal policies and approved procedures.

Maintain proper documentation and audit trails for client instructions, quotations, placements, policies, payments and other transactions.

Support management with regulatory reporting, internal reviews and external audits.

Ensure client information and confidential business information are appropriately controlled.

7. Team Leadership & Performance

Lead, supervise and develop the operations team.

Allocate responsibilities and establish clear accountability for individual team members.

Conduct regular operational meetings and monitor outstanding tasks.

Coach team members and identify training and development requirements.

Create a culture of ownership, responsiveness, accuracy, professionalism and accountability.

8. Digital Insurance & Process Improvement

Support the company’s transition toward technology-enabled insurance operations, including the use and operational adoption of VenSure, VHL’s digital insurance platform.

Work with management and technology teams to identify opportunities to automate and improve:

• Quotations
• Policy issuance
• Renewals
• Customer communication
• Payment tracking
• Documentation
• Reporting
• Insurer coordination

Ensure operational teams properly adopt approved systems rather than relying unnecessarily on manual processes.

9. Management Reporting

Provide regular operational reports to Executive Management covering:

• New business and placements
• Renewals
• Outstanding quotations
• Policies awaiting issuance
• Premium collections and outstanding balances
• Claims requiring attention
• Insurer outstanding items
• Client escalations
• Compliance matters
• Team performance
• Operational risks and bottlenecks

Highlight issues requiring management intervention and recommend corrective actions.

KEY PERFORMANCE INDICATORS (KPIs)

Performance will be measured against agreed targets, including:

Policy Documentation: Percentage of policy documents issued and delivered within agreed turnaround times.

Renewal Retention: Percentage of renewable business successfully retained.

Renewal Preparation: Percentage of renewals initiated within the company’s prescribed advance renewal period.

Quotation Turnaround: Average time taken to obtain, prepare and present quotations to clients.

Outstanding Documentation: Number and age of policies, endorsements and other documents outstanding from insurers.

Client Service: Response and resolution times for client enquiries and complaints.

Premium Collection: Percentage of premiums collected within agreed credit terms.

Insurer Remittance: Timeliness of premium remittances and completion of required reconciliations.

Operational Accuracy: Reduction in errors involving policy details, premiums, client information and documentation.

Compliance: Timely completion of regulatory and internal compliance requirements, with minimal audit exceptions.

Claims Follow-Up: Timely acknowledgement, documentation and follow-up of reported claims.

Team Productivity: Achievement of agreed individual and departmental targets.

Operational Backlog: Reduction and control of aged outstanding operational matters.

Digital Adoption: Percentage of applicable transactions and processes handled through approved digital systems.

Management Reporting: Accuracy and timely submission of weekly/monthly operational reports.

QUALIFICATIONS

The ideal candidate should possess:

• Bachelor’s degree in Insurance, Business Administration, Finance, Economics, Management, Risk Management or a related discipline.
• Professional insurance qualification such as CII, ACII, Diploma in Insurance, or equivalent will be a strong advantage.
• Relevant management or leadership qualifications will be an added advantage.
• Good understanding of the Zambian insurance market and applicable regulatory environment.
• Strong computer literacy, including Microsoft Office and experience working with insurance or other business management systems.

EXPERIENCE

• Minimum 7–10 years of relevant experience in insurance, insurance broking or a closely related financial services environment.
• At least 3–5 years in a supervisory, management or senior operational role.
• Strong experience in general insurance operations.
• Demonstrable experience handling corporate insurance accounts will be preferred.
• Experience dealing directly with insurers, underwriters, clients and senior management.
• Experience managing renewals, placements, policy documentation and operational service delivery.
• Previous experience within an insurance brokerage in Zambia will be a significant advantage.

REQUIRED COMPETENCIES

The successful candidate should demonstrate:

• Strong leadership and people-management capability
• Excellent knowledge of insurance operations
• Strong organizational and planning skills
• Commercial awareness
• Excellent communication and negotiation skills
• Client relationship management
• Strong analytical and problem-solving ability
• Attention to detail
• Ability to work under pressure and meet deadlines
• Ability to prioritize multiple assignments
• High level of integrity and confidentiality
• Strong accountability and ownership
• Ability to identify operational risks before they become significant problems
• Ability to work effectively with senior management
• Willingness to embrace technology and process automation

IDEAL CANDIDATE

Venture Holding Limited is looking for more than an administrator.

The ideal candidate will be an experienced insurance professional and operational leader who can take ownership of the company’s day-to-day insurance operations, manage a team effectively, maintain strong relationships with insurers and clients, establish disciplined processes, and provide management with clear visibility of operational performance.

The individual should be capable of identifying problems early, taking corrective action and ensuring that commitments made to clients are delivered.

WHAT VHL OFFERS

The successful candidate will have an opportunity to take a senior operational role within a growing insurance broking business and contribute directly to its next phase of development.

The position provides exposure to traditional corporate insurance broking as well as VHL’s growing digital insurance operations through VenSure.

The successful candidate will work closely with Executive Management and have the opportunity to influence operational processes, service standards, team development and the company’s technology-driven growth strategy.

APPLICATION

Interested candidates should submit:

• Updated CV
• Cover letter
• Copies/details of relevant professional qualifications
• Current or most recent position
• Current/expected remuneration
• Notice period / earliest availability

Application Deadline: [Insert Date]

Venture Holding Limited (VHL)
Lusaka, Zambia

For VHL specifically, I would keep the 7–10 years’ insurance experience and 3–5 years’ management experience requirement. That should help filter out candidates who are good administrators but do not yet have the experience to take ownership of the entire operations function.