Job Ref. No. JHL029

Role Purpose

The Chief Transformation Officer is a visionary C-suite leader responsible for driving a radical, technology-led transformation to cement Jubilee Insurance's dominance in Kenya, Uganda, Tanzania, and Burundi, and position it as a pan-African disruptor. This role will leverage cutting-edge technologies such as AI, blockchain, cloud computing, IoT, Robotic Process Automation (RPA), and data-driven insights to revolutionize insurance operations, asset management, and customer engagement. The CTO will also oversee the Digital/J-Hub, a centre of excellence for digital innovation, ensuring the company remains at the forefront of innovation in the region.

Main Responsibilities
Visionary Transformation Strategy:

• Develop and execute a 5-year transformation blueprint, "Disrupt East Africa 2030," aimed at achieving ambitious targets such as 50% digital revenue, 30% cost reduction, and 100% customer digital touchpoints across Kenya, Uganda, Tanzania, and Burundi.
• Benchmark against global disruptors while tailoring solutions to the unique market dynamics of each country.
• Establish three strategic pillars: Tech-Enabled Disruption, Customer-Centric Innovation, and Regional Market Mastery.
• Conduct regular market scans to identify emerging trends and technologies that can be leveraged for competitive advantage.
• Collaborate with the Board and executive leadership to align transformation initiatives with the company’s longterm strategic goals.
• Develop a robust governance framework to monitor and report on the progress of transformation initiatives. Technology-Led Disruption:
• AI & Machine Learning: Deploy AI for real-time underwriting, predictive claims analytics, and personalized asset allocation.
• Blockchain: Implement blockchain for smart contracts in microinsurance and transparent asset management.
• Cloud Transformation: Migrate legacy systems to a hybrid cloud architecture (AWS, Azure) to enhance scalability and reduce IT costs.
• IoT Integration: Leverage IoT for usage-based insurance and asset monitoring in high-risk regions.
• Open API Ecosystem: Build an InsurTech/FinTech partnership platform to enable seamless integration with regional startups (M-Pesa, Flutterwave). Cybersecurity: Implement advanced cybersecurity measures to protect customer data and ensure compliance with regional data protection regulations.

Digital Ecosystem Development:

• Launch a unified digital platform, "One Jubilee," integrating insurance (policy management, claims filing) and asset management via mobile and web channels.
• Scale microinsurance offerings via USSD and WhatsApp, targeting underserved customers across the region by 2027.
• Introduce a gamified customer app with rewards for engagement, inspired by models like Vitality (Discovery).
• Develop a digital marketplace for insurance and investment products, enabling customers to compare and purchase products seamlessly.
• Implement a digital onboarding process that reduces customer acquisition time to under 10 minutes.
• Enhance digital customer support with AI-driven chatbots and virtual assistants available 24/7.

Operational Reinvention:

• Reengineer end-to-end processes to reduce policy issuance to under 5 minutes, claims payout to 24 hours, and asset rebalancing to real-time using RPA (Robotic Process Automation) and automation.
• Implement an Agile Operating Model across all functions—underwriting, claims, investments—to accelerate decision-making.
• Standardize operations across the region while customizing for local needs.
• Establish a centralized operations hub to streamline back-office functions and improve efficiency.
• Develop a continuous improvement program to identify and eliminate inefficiencies in existing processes.
• Partner with third-party vendors to outsource non-core activities and focus on high-value task

Data-Driven Transformation:

• Build a Transformation Data Office to harness big data, satellite imagery, and mobile usage patterns for risk modelling, customer segmentation, and predictive analytics.
• Achieve 60% improvement in loss ratios through predictive analytics for claims fraud and portfolio optimization.
• Democratize data access with self-service dashboards (Tableau, Power BI) for all leaders, enabling data-driven decision-making across the organization.
• Develop a data governance framework to ensure data quality, security, and compliance with regional regulations.
• Leverage advanced analytics to identify cross-selling and up-selling opportunities within the customer base.
• Implement real-time data monitoring tools to track key performance indicators (KPIs) and drive operational excellence.

RPA & Automation Leadership:

• Oversee the deployment of RPA (Robotic Process Automation) to streamline repetitive tasks, reduce operational costs, and improve efficiency across underwriting, claims, and customer service.
• Develop a roadmap for scaling automation across the organization, targeting 100% automation of back-office processes by 2027.
• Partner with the Head of RPA & Automation to identify new use cases for automation and ensure seamless integration with existing systems.
• Establish a Centre of Excellence (CoE) for RPA to drive innovation and best practices in automation.
• Monitor the ROI of automation initiatives and report on cost savings and efficiency gains to the Board.
• Train employees on RPA tools and technologies to foster a culture of automation and continuous improvement.

Digital/J-Hub Leadership:

• Lead the Digital/J-Hub, a centre of excellence for digital innovation, to accelerate the development and deployment of cutting-edge digital solutions across Kenya, Uganda, Tanzania, and Burundi.
• Foster a culture of experimentation and rapid prototyping within the J-Hub, enabling the company to stay ahead of competitors in digital innovation.
• Collaborate with regional startups, fintechs, and tech partners to co-create innovative solutions that address the unique market needs of each country.
• Develop a pipeline of digital products and services to be launched over the next 3-5 years.
• Establish partnerships with academic institutions and tech incubators to source fresh ideas and talent.
• Measure the impact of J-Hub initiatives on customer satisfaction, revenue growth, and operational efficiency.

Cultural & Workforce Transformation:

• Instil a "Disruptor Mindset" through a region-wide program, "Innovate EA," featuring hackathons, tech bootcamps, and cross-border idea exchanges.
• Upskill of the workforce in digital literacy, AI tools, and data analytics within 18 months, partnering with global platforms (e.g., Coursera, IBM Skills Academy).
• Implement a mentorship program to develop the next generation of leaders within the organization.
• Empower Employees as Change Agents: Identify and empower transformation champions across all levels of the organization to drive change within their teams. Conduct regular employee engagement surveys to gauge the effectiveness of cultural transformation initiatives.
• Encourage Risk-Taking and Experimentation: Create a safe environment where employees feel empowered to take calculated risks and experiment with new ideas.
• Implement performance-driven initiatives to encourage innovation and digital adoption.

Customer-Centric Disruption:

• Redefine customer engagement with hyper-personalized products using behavioural data.
• Deploy conversational AI (e.g., multilingual chatbots in English, Swahili, Luganda) to serve inquiries digitally.
• Create a regional loyalty program, "Jubilee Thrive," rewarding customers with premium discounts and investment perks.
• Develop a customer feedback loop to continuously improve products and services based on customer insights.
• Launch a customer education program to increase awareness of insurance and investment products.
• Implement a net promoter score (NPS) system to measure and improve customer satisfaction.

Growth & Regional Dominance:

• Drive annual revenue growth by launching tech-enabled products.
• Spearhead entry into high-potential markets within the region with a "Digital First" playbook.
• Forge strategic alliances with telcos and fintechs firms to embed insurance and investments into everyday life.
• Expand the company’s distribution network by partnering with local agents and brokers.
• Develop a market entry strategy for new countries in East Africa, leveraging digital channels to gain a first-mover advantage.
• Monitor competitor activities and develop counterstrategies to maintain market leadership.

Sustainability & ESG Integration:

• Launch green insurance products and ESG-focused funds targeting sustainable assets by 2030.
• Partner with regional governments and NGOs to insure climate-vulnerable communities.
• Reduce the company's carbon footprint through tech-driven efficiencies.
• Develop a sustainability roadmap to align the company’s operations with global ESG standards.
• Implement a green IT strategy to reduce energy consumption and e-waste.
• Report on ESG performance to stakeholders through an annual sustainability report.

Risk Management & Governance:

• Mitigate transformation risks with a dedicated Risk Task Force, leveraging ISO standards.
• Ensure compliance with evolving regulations (IFRS 17, Kenya's Data Protection Act) and secure approvals from regulatory bodies in Kenya, Uganda, Tanzania, and Burundi.
• Report monthly to the Board on disruption metrics: tech adoption rate, customer retention, and ROI on transformation spend.
• Conduct regular audits to ensure compliance with internal policies and external regulations.
• Establish a crisis management plan to respond to potential disruptions in operations.

Corporate Governance (Regulatory and Compliance):

• Ensure compliance with all regulatory and legal requirements relevant to digital transformation initiatives.
• Maintain transparency and accountability in transformation decision-making and execution.
• Implement robust risk assessment and mitigation plans to safeguard business interests.
• Regularly audit and review transformation programs, ensuring alignment with governance frameworks.
• Foster an ethical and inclusive approach to digital product development and data management.

Key Competencies

• Disruptive Vision: Ability to foresee and shape industry trends with bold, tech-centric strategies that position Jubilee Insurance as a market leader in innovation.
• Tech Fluency: Hands-on grasp of emerging technologies (AI, blockchain, IoT, RPA, cloud computing) and their practical business applications in the insurance and asset management sectors.
• Inspirational Leadership: Charisma and ability to rally cross-functional teams, stakeholders, and regional leaders around a transformative mission.
• Execution Rigor: Precision in delivering complex, high-stakes programs on time and within budget, with a focus on measurable outcomes.
• Strategic Agility: Ability to pivot and adapt strategies in response to changing market dynamics, technological advancements, and competitive pressures.
• Collaborative Influence: Strong interpersonal skills to build alliances with external partners (e.g., fintechs, telcos, governments) and internal stakeholders to drive transformation.

Key Deliverables

• Deliver the "Disrupt East Africa 2030" Transformation Blueprint: Successfully implement a 5-year strategy that achieves 50% digital revenue, 30% cost reduction, and 100% customer digital touchpoints across Kenya, Uganda, Tanzania, and Burundi.
• Launch the "One Jubilee" Digital Platform: Develop and scale a unified digital platform integrating insurance and asset management services, achieving 5 million active users by 2027.
• Achieve Operational Excellence: Reduce policy issuance to under 5 minutes, claims payout to 24 hours, and asset rebalancing to real-time through automation and RPA.
• Drive Workforce Transformation: Upskill 80% of the workforce in digital literacy, AI
• Establish the Digital/J-Hub as a Centre of Excellence: Operationalize the Digital/J-Hub to drive rapid prototyping, innovation, and deployment of cutting-edge digital solutions, ensuring Jubilee Insurance remains at the forefront of digital transformation in East Africa.
• Implement a Robust RPA Strategy: Achieve 50% automation of back-office processes by 2027, reducing operational costs and improving efficiency across underwriting, claims, and customer service functions.
• Develop a Regional InsurTech Ecosystem: Forge strategic partnerships with regional startups, fintechs, and telcos (e.g., M-Pesa, Flutterwave) to co-create innovative solutions and embed insurance products into everyday life.
• Enhance Cybersecurity and Data Protection: Implement advanced cybersecurity measures and ensure compliance with regional data protection regulations safeguarding customer data and maintaining trust

Qualifications

• Bachelor’s degree in Business, Technology, Data Science, or a related field.
• Master’s degree (MBA, MSc) in Digital Transformation, Data Analytics, or Business Strategy is highly desirable.

Relevant Experience

• 15+ years in leadership roles, with 8+ years driving transformation in insurance, fintech, or asset management.
• Proven track record of scaling digital ecosystems and managing multi-country operations transformation initiatives.
• Strong experience in AI, RPA, data governance, and digital product development.
• Background in insurance, financial services, or a similar regulated industry is an added advantage.
• Deep understanding of East Africa's insurance ecosystem (e.g., microinsurance, mobile money integration) and asset management trends.
• Expertise in AI, blockchain, cloud platforms, RPA, data analytics, and InsurTech tools.
• Fluency in data analytics, agile methodologies, and DevOps practices.