Essential Job Details

• Position Titles: Chief Commercial Officer (CCO), Chief Risk Officer (CRO), Chief Operating Officer (COO)
• Location: Nairobi, Kenya
• Employment Type: Full-Time
• Number of Vacancies: 3 (one for each role)
• Salary: Not specified (commensurate with experience, to be discussed during interview)
• Category/Department: Insurance / Senior Leadership
• Reporting To: Chief Executive Officer & Principal Officer
• Application Deadline: July 4, 2025

Introduction

Directline Assurance Company Limited, a leading motor vehicle insurance provider in Kenya, is seeking highly qualified, self-driven, and results-oriented professionals to fill the roles of Chief Commercial Officer (CCO), Chief Risk Officer (CRO), and Chief Operating Officer (COO) in Nairobi in 2025. These senior leadership positions offer a unique opportunity to shape the strategic direction of a market leader in the insurance sector, driving growth, risk management, and operational excellence. With a legacy of excellence since its licensing in 2005, Directline invites candidates with a passion for innovation and a deep understanding of the insurance industry to contribute to its mission of exceeding customer expectations and maintaining its position as Kenya’s preferred motor insurer.

About Directline Assurance Company Limited

Directline Assurance Company Limited, licensed in October 2005 and operational since November 2005, is Kenya’s first niche underwriter specializing in motor vehicle insurance. Holding approximately 60% market share in Public Service Vehicle (PSV) insurance as of 2015, the company is a dominant player in Kenya’s insurance sector. Headquartered in Nairobi, Directline operates two branches in Nairobi and additional branches in Thika, Nakuru, Mombasa, Embu, Meru, Kerugoya, Nyeri, Kisii, Eldoret, Kisumu, Machakos, Kiambu, Kitengela, Ongata Rongai, and Kapsabet. The company’s mission is to exceed customer expectations through superior service and prompt claims settlement, with a vision to be the preferred motor insurance provider in Kenya and the region. Directline has recently expanded into non-motor insurance products, responding to customer demand for comprehensive insurance solutions.

1. Chief Commercial Officer (CCO)

Role Overview

The Chief Commercial Officer (CCO) will report to the Chief Executive Officer & Principal Officer and lead the development and execution of Directline’s commercial strategy. This role focuses on driving revenue growth, expanding market share, and enhancing customer engagement in a competitive insurance landscape. The CCO will oversee Sales, Marketing, Communications, and Customer Service functions, ensuring alignment with the company’s strategic objectives.

Key Responsibilities

• Business Growth & Revenue Generation:
  • Develop and execute short- and long-term commercial strategies to drive revenue and profitability
  • Identify new commercial opportunities, partnerships, and market segments for expansion
  • Leverage technology to optimize revenue streams and business growth
• Sales & Distribution Strategy:
  • Oversee sales targets and key account management to achieve business growth
  • Drive product innovation to align with customer needs
  • Strengthen relationships with brokers, agents, and corporate clients
  • Expand digital and direct sales channels for enhanced market penetration
• Marketing, Customer Experience, and Retention:
  • Oversee brand positioning strategies to enhance market presence
  • Lead marketing campaigns, digital marketing efforts, and customer engagement initiatives
  • Develop customer-centric strategies to improve retention and cross-selling
  • Conduct market research and competitor analysis to refine strategies
  • Implement customer feedback mechanisms for continuous improvement
• Leadership & Stakeholder Management:
  • Collaborate with the executive team and Board of Directors to align commercial strategies with business goals
  • Provide regular performance updates and strategic reports to leadership
  • Lead Sales, Marketing, and Customer Service teams to achieve targets
  • Ensure seamless coordination with underwriting and claims teams
  • Represent Directline in industry forums and strategic partnerships

Qualifications and Competencies

• Education: Bachelor’s degree in Business Administration, Marketing, Sales, or a related field from a recognized university; Master’s degree (e.g., MBA, Strategic Management) is an advantage
• Professional Certification: AIIK, ACII, or equivalent; active membership in CIM, MSK, or a related body
• Experience: Minimum 10 years of relevant experience, with at least 5 years in senior leadership within insurance or financial services
• Skills:
  • Strategic thinking and execution of high-impact commercial strategies
  • Strong business acumen and knowledge of insurance regulatory frameworks
  • Expertise in digital marketing, branding, and customer engagement
  • Experience negotiating with senior executives and leading cross-functional teams
  • High integrity and understanding of corporate governance best practices

Reporting Relationships

• Direct Reports: Head of Sales, Head of Marketing, Communications & Customer Service
• Indirect Reports: Sales, Business Development, Marketing, and Customer Service teams
• External Stakeholders: Banks, brokers, Saccos, agents, industry associations

2. Chief Risk Officer (CRO)

Role Overview

The Chief Risk Officer (CRO) will report to the Chief Executive Officer & Principal Officer and oversee the development and implementation of Directline’s risk management framework. This role ensures regulatory compliance, financial stability, and the safeguarding of the company’s assets and reputation through effective risk identification, assessment, and mitigation.

Key Responsibilities

• Risk Management Strategy & Framework:
  • Develop and implement a comprehensive enterprise risk management (ERM) framework
  • Identify, assess, monitor, and report business risks that could disrupt operations
  • Align risk strategies with business objectives and regulatory requirements
  • Develop risk appetite statements and tolerance limits
  • Report risks to the executive team and Board of Directors
• Regulatory & Compliance Oversight:
  • Ensure compliance with insurance regulatory requirements
  • Maintain relationships with regulatory bodies, auditors, and external stakeholders
  • Oversee governance, ethics, and compliance programs
  • Monitor and advise on changes in regulatory frameworks
• Operational Risk Management:
  • Mitigate market, credit, and liquidity risks in investment portfolios
  • Collaborate with the finance team on capital adequacy and solvency ratios
  • Align reinsurance strategies with risk tolerance and financial goals
  • Conduct stress testing and scenario analysis
  • Oversee cybersecurity, IT risk, and data privacy frameworks
  • Develop business continuity plans (BCP) and disaster recovery strategies
  • Manage technical risks in underwriting and claims processes
  • Establish fraud detection measures in claims and policy issuance
• Leadership & Stakeholder Management:
  • Provide strategic guidance on enterprise risks to the CEO and Board
  • Lead and develop the risk management and compliance team
  • Foster a risk-aware culture through training and awareness programs
  • Collaborate with internal audit, legal, and finance teams

Qualifications and Competencies

• Education: Bachelor’s degree in Risk Management, Finance, Actuarial Science, Business Administration, or a related field; Master’s degree is an advantage
• Professional Certification: FRM, PRM, CFA, CPA, or CERA highly desirable; membership in a professional body
• Experience: Minimum 10 years of relevant experience, with at least 5 years in senior leadership within insurance or financial services
• Skills:
  • Deep knowledge of risk management, underwriting, reinsurance, and regulatory compliance
  • Expertise in financial risk modeling, stress testing, and analytics
  • Strong understanding of global political, economic, and social factors
  • High numeracy and ability to navigate complex environments
  • High integrity and knowledge of corporate governance best practices

Reporting Relationships

• Direct Reports: Head of Risk & Compliance
• Indirect Reports: Risk and compliance teams
• External Stakeholders: Actuaries, external auditors, reinsurance bodies, industry associations

3. Chief Operating Officer (COO)

Role Overview

The Chief Operating Officer (COO) will report to the Chief Executive Officer & Principal Officer and oversee Directline’s operational functions, including claims, underwriting, IT, and human resources. This role ensures process optimization, regulatory compliance, and enhanced customer experience to support the company’s strategic goals.

Key Responsibilities

• Strategy & Operational Efficiency:
  • Provide technical and professional advice to the Board and management on strategy execution
  • Develop and implement operational strategies to optimize performance
  • Oversee claims, underwriting, IT, and HR teams
  • Define business processes for competitive positioning
  • Establish interdepartmental service level agreements (SLAs)
  • Drive automation and digital transformation of core functions
  • Monitor and control operational budgets
• Claims & Underwriting Management:
  • Ensure timely, accurate, and fair claims processing
  • Monitor underwriting performance and adherence to risk management policies
  • Develop fraud detection and prevention measures
  • Track SLAs and customer experience metrics
• Leadership & Stakeholder Management:
  • Provide strategic leadership to claims, underwriting, IT, and HR teams
  • Align operations with business goals and multi-channel service delivery
  • Promote a culture of excellence and accountability
  • Oversee workforce planning and development
  • Conduct regular team meetings and training sessions

Qualifications and Competencies

• Education: Bachelor’s degree in Business Administration or a related field; Master’s degree is an advantage
• Professional Certification: AIIK, ACII, or equivalent
• Experience: Minimum 10 years of relevant experience, with at least 5 years in senior leadership within insurance or financial services
• Skills:
  • Strong knowledge of insurance operations, claims, and underwriting
  • Expertise in process improvement and workflow optimization
  • Sound financial acumen and budgeting skills
  • Strong project management and change management abilities
  • High integrity and understanding of corporate governance best practices

Reporting Relationships

• Direct Reports: Head of Claims, Head of Human Resources, Head of ICT, Head of Underwriting
• Indirect Reports: Claims, HR, ICT, and underwriting teams
• External Stakeholders: Brokers, Saccos, agents, auditors, industry associations

Company Culture and Values

Directline Assurance Company Limited fosters a customer-centric and innovative culture, emphasizing excellence, integrity, and accountability. The company values teamwork, transparency, and adaptability, creating a dynamic environment where employees are empowered to drive results. With a focus on digital transformation and superior service, Directline encourages continuous learning and professional growth, ensuring employees contribute to the company’s mission of exceeding customer expectations and maintaining market leadership.

How to Apply

Apply now for the Chief Commercial Officer, Chief Risk Officer, or Chief Operating Officer positions. Submit the following to human.resource@directline.co.ke by 5:00 PM, Friday, July 4, 2025:

• Detailed CV highlighting relevant experience and qualifications
• Application letter demonstrating fit with the roles, responsibilities, and specifications

Only shortlisted candidates will be contacted. Directline Assurance is an equal opportunity employer, and applications are reviewed based on merit.

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Tags

Chief Commercial Officer, Chief Risk Officer, Chief Operating Officer, insurance jobs Kenya, Directline Assurance careers

Why Choose Directline Assurance?

A Leader in Kenya’s Insurance Sector

Directline Assurance Company Limited is a trailblazer in motor vehicle insurance, holding a 60% market share in PSV underwriting as of 2015. The company’s expansion into non-motor insurance reflects its commitment to meeting evolving customer needs. The CCO, CRO, and COO roles offer opportunities to lead strategic initiatives, drive innovation, and shape the future of insurance in Kenya.

Career Benefits

These senior leadership roles provide:

• Strategic Impact: Shape Directline’s growth, risk management, and operational strategies
• Leadership Opportunities: Lead dynamic teams and influence company-wide initiatives
• Industry Exposure: Engage with regulators, brokers, and industry associations
• Professional Growth: Access to mentorship and opportunities to drive digital transformation
• Competitive Environment: Work in a fast-paced, results-oriented organization

Industry Trends in Insurance

Kenya’s insurance sector is evolving, with increasing demand for digital solutions and diversified products. Directline’s focus on automation, customer experience, and non-motor insurance aligns with these trends. The CCO, CRO, and COO roles are pivotal in navigating regulatory changes, leveraging analytics, and enhancing market competitiveness in 2025.

Application Tips

To strengthen your application:

• Tailor Your CV: Highlight leadership experience in insurance or financial services
• Address Requirements: Demonstrate alignment with the role’s responsibilities and qualifications
• Showcase Skills: Emphasize strategic thinking, regulatory knowledge, or operational expertise
• Submit Early: Ensure accuracy by applying before the July 4, 2025, deadline

Why Nairobi?

Nairobi, Kenya’s economic hub, hosts Directline’s headquarters and offers a vibrant environment for insurance professionals. With access to industry networks, regulatory bodies, and a growing digital ecosystem, Nairobi is ideal for driving innovation and career growth.

Final Call to Action

Seize this opportunity to join Directline Assurance as a Chief Commercial Officer, Chief Risk Officer, or Chief Operating Officer. Apply by July 4, 2025, to human.resource@directline.co.ke and lead the future of Kenya’s insurance industry.