Head of Retail and Motor Claims

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; 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; Fluency in English for written and verbal communication

Nice to have

Insurance industry experience; GCC or MENA market experience; MBA or relevant professional qualification

Benefits

Vacation policy: Qatar Holiday Calendar, vacation, and sick-day-offs; Direct access to senior leadership and founders; High degree of autonomy and strategic influence within the organization; Extra paid leave; Language classes; Meeting with experts; Professional development ($600/year for additional courses plus internal workshops); QIC running club; Relocation support; Remote health insurance (up to $1,500 in dental coverage); Tax consultations; Travel discounts; USD, EUR, or AED salary payouts