About the company

We are Qatar Insurance Company (QIC), the leading insurance provider in GCC. With a history dating back to 1964, we have established ourselves as a pioneer in the insurance industry, offering innovative solutions to meet the diverse needs of individuals and businesses.

Our vision is to make QIC group become the first Digital Ecosystem in the region by combining insurance and non-insurance services in one platform. Through our digital platforms, such as qic.online and the QIC app, we empower customers to manage their needs anytime and anywhere.

Our employees have been featured in Forbes 30 under 30, teach at online universities, serve on program committees of major IT conferences, and have previously worked at Yandex, Tinkoff, Avito, Ozon, and other leading tech companies.

About the position

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

Requirements

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