General Manager

Tomlin Insurance Brokers is a dynamic, independent commercial broker. We are seeking a detailed-oriented General Manager to lead and enhance our daily operations. The ideal candidate will be a forward-thinking leader with a hands-on approach to operational excellence.

Job Purpose

The General Manager will be responsible for the effective day-to-day management of the company’s operations. This role ensures that departmental teams are aligned, processes are efficient, the collaborative culture is maintained, and service delivery standards are met.

Success in this role requires a collaborative mindset, and a drive to add value internally and externally through continuous improvement and innovative problem-solving.  Enhancing our responsive, service orientated culture is critical.

Roles and Responsibilities 

These are the key responsibilities of the job:  

1. Organisational and Team Leadership

• Oversee daily operations, ensuring seamless coordination and collaboration between all departments. 
• Drive continuous improvement in operational processes and procedures. Ensuring that exceptional customer service and a service centered culture for all departments is maintained at all times.
• Prepare and monitor KPIs and department-level performance targets to support the company’s performance management process in alignment with strategic and operational goals.
• Lead, mentor and support departmental managers, ensuring effective people management practices and fostering a culture of accountability, service excellence, and continuous improvement.
• Implementation of change initiatives across the business, ensuring effective communication, employee engagement, and minimal disruptions to operations.
• Maintain and execute the company’s business continuity plan to ensure operational resilience during disruptions or crises. 

2. Reporting and Analysis

• Perform and ensure the timely execution of scheduled reporting across departments by actively running key reports, analyzing results, and following up with the teams to ensure completion and accountability of tasks. 
• Input to the measurement and analysis of key commercial metrics such as revenue trends, policy growth, client retention, and operational productivity.
• Workforce planning and resource allocation, including overseeing attendance tracking and recruitment requirements to ensure optimal team performance.
• Preparation and presentation of internal reports and summaries for executives, Board meetings, audits and compliance reporting requirements.
• Liaise with the Accounts Manager to support operational budgeting, cost management and perform approval of payables. 

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3. Compliance and Risk Support

• Ensure the company complies with all relevant regulatory requirements in the insurance sector, including AML/CFT/CPF.
• Timely preparation and submission of regulatory reports to local authorities and insurance regulators.   
• Ensure relevant insurance policies for the group’s operations are in place and any terms adhered to.

4. Legal Oversight

• Administration of company contracts, including broker agreements, supplier contracts, and service level agreements.
• Collaborate with legal counsel or senior leadership as needed to review or address complex legal risk.
• Ensure all business contracts and agreements are aligned with the company’s interests and regulatory frameworks.

5. Technology and Vendor Oversight

• Oversee the effective use of internal systems and technology platforms across departments.
• Work closely with IT to resolve technical issues, support system upgrades, and maintain the functionality and security of core systems. 
• Monitor and evaluate vendor performance, ensuring contractual obligations are met and service delivery aligns with business requirements.
• Identify opportunities to enhance systems and vendor arrangements that improve operational support and scalability.

Key Qualification and Experience

• Minimum of 7 years of experience in an Operations Management role. Experience in the insurance or financial services industry is preferable but experience within a field that requires client services with complex/regulatory compliance is necessary.  
• Strong understanding of business operations, and people management.
• Excellent leadership, communication, and organizational skills.
• Proven experience in managing IT functions.  Tech-Savvy: Ability to leverage technology to improve operations and support business growth.
• Understanding of regulatory requirements in the insurance industry in the Caribbean, especially Barbados and Antigua.
• Experience in streamlining operations and driving cost efficiencies.
• Ability to work effectively in a fast-paced, dynamic environment and lead cross-functional teams.
• Strategic thinker with strong problem-solving skills and attention to detail.
• Bachelor’s degree in business administration, Operations Management, or a related field. An MBA or advanced degree would be advantageous.

Personal Characteristics

• Leadership: A proactive and decisive leader who is approachable, open to mentoring while also capable of driving performance and motivating teams.  Open door approach, willing to be hands on and collaborate with all team members.
• Agile:  Demonstrates curiosity, a willingness to learn, and the ability to think creatively. Adapts well in a dynamic, fast-paced environment and embraces change as part of growth.