Deputy General Manager (DGM) – Operations

LARGE INSURANCE BROKER REQUIRES THE SERVICES OF A DEPUTY GENERAL MANAGER (DGM) - OPERATIONS

Deputy General Manager (DGM) – Operations

Marathon Insurance Brokers Limited (a subsidiary of Federal Capital Group)
Location: Kingston, Jamaica   |   Reports to: President & CEO

About Us

Federal Capital Group is the holding company for Marathon Insurance Brokers Limited (MIB)—the Caribbean’s largest motor-insurance broker and the region’s premier online quotation platform—serving thousands of customers across multiple territories. We pair deep industry expertise with cutting-edge technology to deliver a seamless digital experience. Our affiliate, Federal Capital Investment & Finance Limited (FCIF), is Jamaica’s leading insurance premium-finance company. As we prepare to go public in 2026, we are expanding our leadership team with a results-driven Deputy General Manager (DGM) – Operations to lead the operations arm of MIB.

The Opportunity

As DGM – Operations, you will drive group-wide operational excellence and customer-experience performance, strengthen our internal controls, and ensure disciplined execution across underwriting and service delivery. You’ll partner closely with executive management, IT, and compliance to build scalable processes that support growth and readiness for listing.

Key Responsibilities

• Lead group-wide operations and customer-experience reporting functions; own service KPIs/SLAs and exception management.

• Oversee internal controls, SOPs, and regulatory compliance; ensure procedural and protocol adherence across branches.

• Provide strategic operational advice to the executive team; translate strategy into executable roadmaps.

• Manage day-to-day underwriting operations, facilities, and quality assurance.

• Produce timely, accurate productivity, risk, and customer-satisfaction reports for management and the board.

• Lead critical-path operational risk initiatives and liaise with regulators and market bodies.

• Develop, mentor, and performance-manage the underwriting and technical teams; drive training and succession plans.

• Champion systems and data discipline (MIS/CRM/document-management) in partnership with IT for upgrades, adoption, and uptime.

Qualifications & Experience

• Graduate-level degree in a business discipline (e.g., MBA, Corporate Finance, Marketing) or a relevant professional insurance designation (ACII, CPCU, CIP, DipCII).

• 5+ years’ leadership experience in the financial, retail, or insurance industry, with a track record running operations at scale.

• Strong command of personal and commercial lines workflows, underwriting governance, and service operations.

• Demonstrated success implementing SOPs, KPIs/SLAs, and control frameworks; comfort with regulatory engagement.

• Proficiency with MIS/automation, CRM, and data/exception reporting; evidence of data-driven decision-making.

• High-impact people leadership: coaching, performance management, and cross-functional collaboration.

• Nice to have: Process improvement (Lean/Six Sigma), change management, and experience in pre-IPO operational readiness.

What Success Looks Like (First 12 Months)

• ≥95% SLA attainment across key customer touchpoints; measurable lift in CSAT/NPS and reduced cycle times.

• Updated, adopted SOPs and control manuals across branches; audit-ready documentation and version control.

• Live dashboards with variance actions tracked weekly; visible productivity and quality gains.

• Strengthened team capability through training curricula and documented succession plans.

Compensation & Benefits

• Up to US$50,000 per annum (commensurate with experience).

• Profit Share and Stock Options.

• Motor Vehicle Allowance.

• Comprehensive employee benefits (medical, pension, insurance).