Head of Commercial Operations

About Turaco

It is urgent to find a way to insure people who are currently uninsured. Turaco’s mission is to liberate individuals from the fear of financial shocks. We aim to insure a billion people, effectively doubling the number of insured individuals worldwide.

Turaco is a rapidly growing financial services company in emerging markets that introduces a new model for health and risk financing tailored to emerging customers. We offer subscription-based insurance for the mass market, bundled with the regular transactions people are already engaged in. We collaborate with business partners to provide affordable insurance products that truly add value to people’s lives. At Turaco, we prioritize simplicity, communication, and transparency as we strive to transform the insurance experience. When it comes to claims, our goal is to pay out quickly and efficiently.

Turaco promotes diversity and inclusion in the workplace; we are building a team where our differences complement each other, making us stronger. We prohibit any form of discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.

Since launching in February 2019, Turaco has cumulatively acquired over 5 million end users. We are experiencing rapid growth and are looking for team members who can grow alongside us.

To learn more, visit www.turaco.insure

Role Overview

The Head of Commercial Operations is a senior role responsible for overseeing and optimizing the core operational pillars that define the customer journey and operational efficiency across the insurance value chain — including Customer Operations (Call Center & Claims), Customer Communication and Experience, and Policy Administration.

This role is accountable for ensuring that the company delivers a seamless, compliant, and customer-centric experience from policy issuance to claims settlement, while maintaining operational excellence and regulatory integrity.

Additionally, this leader will help with the digital and AI-based transformation of these functions to ensure we are radically increasing operational efficiency as we scale. 

Key Responsibilities 

Customer Operations (Call Center & Claims)

• Lead and manage the Customer Service and Claims Operations teams to ensure prompt, accurate, and empathetic handling of customer interactions.
• Oversee the end-to-end claims management process, from notification and assessment to settlement and recovery, ensuring adherence to SLAs, fairness, and regulatory standards.
• Implement best-in-class call center practices, leveraging technology (CRM, AI, analytics) to improve first-call resolution and service efficiency.
• Establish robust performance frameworks to monitor quality, productivity, and customer satisfaction across all service channels.

Customer Communication & Experience

• Implement and operationalize the typical customer communication and experience strategy, ensuring consistent execution across all channels and customer touchpoints.
• Translate strategic customer experience goals into clear operational actions, processes, and KPIs for service teams.
• Ensure all communications — digital, voice, and written — meet brand, and service standards.
• Monitor customer feedback, complaints, and NPS data to identify gaps in execution and implement corrective actions.
• Collaborate with Marketing and Product teams to ensure consistent message delivery, customer journey alignment, and brand integrity.

Policy Administration

• Oversee the policy lifecycle from issuance and cancellations, ensuring data accuracy and timely service delivery.
• Ensure compliance with internal controls and financial reconciliation requirements.
• Manage relationships with underwriting partners to ensure operational alignment and adherence to agreed service levels and policy administration standards.
• Oversee product setup and configuration within our system to ensure alignment with Policy Schedules, ensuring accurate data capture.

Strategic Leadership

• Champion operational excellence initiatives, including process optimization, cost efficiency, and automation.
• Build and mentor high-performing operational leadership teams with a focus on accountability, collaboration, and innovation.
• Serve as a key member of the leadership team, contributing to business planning, risk management, and growth initiatives.

Qualifications & Experience

• Education: Bachelor’s degree in Business, Insurance, Finance, or related field.
• Experience: 10–15 years in operations with a minimum of 5 in operations leadership; ideal to have experience in customer service/success, claims processing, and/or policy administration.
• Proven record of implementing process automation, technology solutions, and customer experience initiatives.
• Strong stakeholder management skills with experience collaborating across underwriting, partnerships, IT, and legal functions.

Skills & Attributes

• Live Turaco’s values – Push boundaries, Work with excellence, and Profound respect for the individual
• Strategic thinker with commercial acumen and hands-on operational expertise.
• Strong leadership and people development skills with a focus on accountability and excellence.
• Excellent analytical, problem-solving, and communication abilities.
• Deep understanding of customer-centric operations and continuous improvement methodologies.
• Willing to roll up one’s sleeves and dig into details to solve problems. Ability to thrive in a fast-paced environment.
• Resilient, adaptable, and comfortable leading change in complex environments.

Key Performance Indicators (KPIs)

• Customer Experience: NPS, CSAT, complaint resolution rates.
• Operational Efficiency: Claims turnaround time, policy issuance accuracy, cost-to-serve.
• Compliance: Audit results, regulatory adherence, complaint escalation rates.
• People: Revenue per employee, employee engagement, turnover, and leadership bench strength.

Our Company Culture

At Turaco, our culture is defined by our values: 1) Pushing boundaries, 2) Working with excellence, and 3) Profound respect for the individual. If these values resonate with you, we encourage you to apply!

Total Compensation & Benefits

Turaco offers a competitive salary commensurate with experience. Additionally, we provide a comprehensive benefits package, including stock options and healthcare, all within a supportive company culture that fosters growth and strong professional relationships.