Policy Administration Performance Quality Assurance Manager

GIG Gulf (a Fairfax company) is part of the Gulf Insurance Group (GIG), the #1 largest regional composite insurer in the Middle East and North Africa, with presence in 12 markets including the United Arab Emirates, Bahrain, Oman, Qatar, Saudi Arabia, Algeria, Egypt, Iraq, Jordan, Kuwait, Lebanon, and Turkey. GIG Group reported consolidated assets of US$ 4.01 billion and $84 million net profit for the year 2024. The majority shareholder of GIG Group is Toronto based Fairfax Financial Holding, a global leader in insurance and reinsurance with a presence in 40 markets.GIG Gulf is an ‘A’ rated regional insurer with a top 5 position in each of its markets (UAE, Oman, Qatar, Bahrain). GIG Gulf has been present in the region for over 70 years with a strategic focus on both growth and investments and is a one stop shop offering a wide range of insurance products and services that cater to a broad variety of needs for corporates, SMEs and individual customers throughout UAE, Oman, Bahrain, and Qatar. GIG Gulf also owns a 50% stake in GIG Saudi. Our strategic objectives and guiding principles are focused on Regional Growth, Customer Experience and Digital Transformation.GIG Gulf has created a diverse and inclusive working environment and culture with a workforce of over 800 employees, with over 60 nationalities, across 15 branches and retail shops region-wide and over 1 million customers. GIG Gulf is a caring partner that encourages customers to achieve their goals and live an inspiring and fulfilling life. We are obsessed with customer feedback and continuously evolving to become the region’s digital insurer of reference, committed to running our operations in a responsible, sustainable way.Job purpose:We are seeking an experienced Policy Administration Performance Quality Assurance Manager to lead quality, performance, and governance across our policy administration function. This role ensures accuracy, compliance, operational excellence, and a strong customer experience across all new business, renewals, endorsements, and membership maintenance processes.The ideal candidate is technically strong, highly analytical, and capable of driving continuous improvement across multi-system environments while collaborating with cross-functional stakeholders.Key Responsibilities:Performance, Quality & ComplianceDevelop and maintain a comprehensive Policy Administration Quality Framework across all policy admin processes.Review and enhance policies, procedures, SOPs, and internal controls to ensure accuracy and regulatory alignment.Conduct regular quality audits across transactional, process, digital, and regulatory areas.Ensure compliance with all relevant regulatory requirements.Lead corrective actions, root-cause analysis, and risk remediation.Identify operational risks affecting accuracy, SLAs, TAT, or customer experience and implement mitigation measures.Operational GovernanceOversee end-to-end policy admin workflows and ensure proper process governance.Validate and approve process changes while assessing downstream impact.Conduct impact assessments for system changes, regulatory updates, and product amendments.Establish and monitor KPIs, dashboards, and quality performance metrics.Manage escalations related to complex or high-risk operational cases.Systems & Technical ValidationLead validation of system enhancements, UAT cycles, regression testing, and automation initiatives.Work closely with IT, Digital and Product teams to ensure core systems and portals reflect accurate policy admin rules and benefit structures.Maintain integrity of master data, including products, benefits, setups, regulatory submissions.Training & Change ManagementAssess capability gaps and define targeted training for policy admin teams.Deliver training on systems, processes, product rules, benefit mapping, quality standards, and regulatory requirements.Maintain a policy admin knowledge hub with SOPs, guides, and validation frameworks.Lead change management initiatives for product launches, regulatory changes, and system rollouts.Stakeholder CollaborationCollaborate with Product, Underwriting, Sales, Customer Care, Provider Relations, Finance, IT, and Regulatory teams to ensure smooth end-to-end policy administration processes, resolve operational issues, and support accurate and compliant policy setup and servicing.Represent policy admin in governance forums, audits, regulatory inspections, and key decision meetings.Provide structured reporting, dashboards, and RCA insights to senior leadership.Audit & Regulatory ReadinessLead and coordinate internal/external audits and regulatory inspections.Prepare audit documentation and ensure timely implementation of corrective actions.Data, Analytics & ReportingGenerate insights using quality dashboards, accuracy trends, TAT performance, and error analysis.Identify systemic issues and improvement opportunities through pattern and trend analysis.Produce monthly governance reports highlighting performance, ris