As Head of Retail & Motor Claims, you will take ownership of the QIC s retail ecosystem, covering branches, call centres, digital channels, and retail claims. You will shape the department s strategy, drive sustainable revenue growth and operational performance, and deliver a consistent customer experience across all retail touchpoints. Working closely with Product, Technology, and Commercial teams, you will lead the launch and scaling of new products and services.

Responsibilities

• Own end-to-end retail operations across the Call Center, Retail Claims, Branch Network, and digital channels
• Develop and execute the retail strategy, channel priorities, and annual business plan
• Drive revenue growth, customer experience, and operational efficiency across all retail channels
• Manage P&L, budgets, resource allocation, and channel performance
• Define and implement unified processes, SLAs, service standards, and quality frameworks
• Lead and develop senior managers across Call Center, Claims, Branches, QA, and L&D
• Establish and monitor key commercial, operational, and customer experience KPIs
• Partner with Product, Technology, Commercial, Underwriting, and other teams to optimise customer journeys and deliver retail initiatives
• Ensure regulatory compliance, operational governance, and effective internal controls across the retail function

Desired Candidate Profile

• 10+ years of experience in retail operations, customer experience, service delivery, or insurance distribution, including senior leadership experience
• 5+ years of proven leadership across multi-location teams of 100+ employees, working through senior leaders
• Insurance industry experience is strongly preferred; GCC or MENA market experience would be an advantage
• Hands-on experience in managing commercial, operational, and customer experience KPIs, including sales, conversion, NPS, AHT, and claims efficiency
• Solid knowledge of P&L management, budgeting, resource planning, and business performance analysis
• Proven experience driving process transformation, operational improvement, and the scaling of complex service operations
• Strong leadership and stakeholder management skills, with the ability to influence and collaborate with C-level executives
• Strategic and customer-centric mindset, combined with strong commercial judgement and a results-oriented approach
• Bachelor s degree in Business Administration, Finance, Insurance, Marketing, or a related field; an MBA or relevant professional qualification would be an advantage
• Fluency in English for written and verbal communication