Commercial Operations Manager

Turaco is a micro-insurtech company focused on transforming healthcare financing in emerging markets. They offer simple, affordable health and life insurance to low-income individuals, distributed through partnerships with leading businesses in Kenya and Uganda. Their core mission is to provide a safety net, protecting people from the financial impact of health-related shocks.

The Commercial Operations Manager will be instrumental in driving execution across Turaco's Commercial Operations. This dynamic role involves tackling diverse operational priorities, problems, and opportunities. Responsibilities may range from resolving billing or reconciliation issues to enhancing customer operations, coordinating product launches, managing partner or underwriter concerns, analyzing operational data, or leading cross-functional projects with Product, Technology, Finance, or Partnerships teams. The ideal candidate will quickly grasp new problems, ask insightful questions, clarify ambiguities, and ensure urgent progress. The manager will collaborate closely with the Head of Commercial Operations and other leaders, progressively taking on more complex challenges from definition to resolution.

1. Transform key Commercial Operations priorities into clear actions, assigned owners, and defined timelines.
2. Ensure tasks are completed and intervene when progress slows or responsibilities are unclear between teams.
3. Coordinate execution across various Commercial Operations areas including Customer Operations, Claims, Policy Administration, billing, insurance operations, and partner operations.
4. Support major projects, new product introductions, partner launches, system changes, and operational initiatives from initial planning through to execution.
5. Provide structure and momentum to priorities that lack a clear, single owner.
6. Quickly identify the root causes of operational problems and develop practical solutions.
7. Convene relevant teams and individuals when issues span multiple departments.
8. Collaborate with Commercial, Product, Policy Administration, Technology, Finance, and Partnerships teams to unblock execution.
9. Proactively identify risks and escalate them clearly, outlining the problem, impact, available options, and recommended next steps.
10. Challenge existing assumptions and methods of working if they hinder business progress.
11. Utilize operational data, scorecards, and business information to assess performance effectiveness.
12. Detect emerging performance issues and assist teams in developing practical recovery plans.
13. Convert data into actionable insights, decisions, and concrete actions, avoiding mere reporting.
14. Help leadership maintain a clear overview of critical operational priorities and risks across all markets.
15. Support teams in establishing improved performance rhythms, controls, and operational methodologies.
16. Enhance processes, Standard Operating Procedures (SOPs), trackers, controls, and operating routines where greater structure is required.
17. Identify recurring problems and facilitate the transition from temporary fixes to sustainable solutions.
18. Seek opportunities to streamline work and minimize unnecessary manual processes.
19. Be comfortable with AI-enabled tools and new technologies, assisting teams in their effective adoption to boost productivity, quality, decision-making, or customer outcomes.

1. Possess approximately 3-5+ years of robust professional experience in fields such as operations, strategy, consulting, fintech, financial services, technology, insurance, startups, or other dynamic environments.
2. Demonstrate rapid learning capability, becoming effective in new areas even without prior subject-matter expertise.
3. Have a proven track record of independently managing complex projects, problems, or initiatives from an ambiguous start to successful execution.
4. Exhibit strong analytical and problem-solving skills, with comfort in working with numbers, spreadsheets, and operational data.
5. Communicate clearly and effectively, simplifying complex issues for diverse audiences.
6. Be comfortable interacting with both senior leaders and frontline teams.
7. Possess sound judgment for knowing when to investigate further, make a decision, or escalate an issue.
8. Be capable of working effectively without perfect information or detailed instructions.
9. Show a strong bias towards action and consistent follow-through.
10. Be able to influence individuals and drive progress even without formal management authority over all involved parties.
11. Pay close attention to detail while maintaining focus on the broader business outcomes.
12. Embody Turaco's values: pushing boundaries, striving for excellence, and showing profound respect for individuals.
13. Be comfortable with AI and emerging technologies, curious about their potential to improve operations, and able to help teams adapt to new tools and working methods.