Policy & Procedures Manager

Policy & Procedures Manager - Quality & GovernanceDubai, UAE (Onsite)Role Overview:Lead the organisation wide governance, development, and maintenance of Policies, Procedures, and Processes (P&P) across all departments and entities, ensuring every operational, regulatory, and client facing workflow is clearly documented, standardised, compliant, updated, and version controlled. This role complements the Group Chief Quality & Governance Officer by translating governance strategy into structured documentation and process discipline, embedding regulatory alignment, operational clarity, and continuous improvement across the brokerage. Act as the central coordination point for cross functional stakeholders, ensuring all policies, procedures, and processes are built, maintained, communicated, and adopted with accountability and precision.Key Responsibilities include but are not limited to1. Organisation Wide Policy, Procedure Process GovernanceLead the end to end creation, drafting, structuring, and publishing of policies, procedures, SOPs, SLAs, and governance documents.Ensure all P&P align with UAE regulatory requirements, internal governance frameworks, and insurance industry best practices.Maintain a centralised P&P repository with strict version control, approvals, and audit ready traceability.Drive annual and adhoc review cycles to ensure all documentation remains current, compliant, and operationally relevant.2. Policy, Procedure & Process Standardisation and OptimisationStandardise P&P across Sales, Operations, Finance, HR, Compliance, Product, and Support functions.Identify gaps, inefficiencies, and compliance risks; propose practical improvements and governance controls.Build structured templates, naming conventions, SLAs, and RACI matrices to support operational excellence.Ensure all P&P reflect accurate workflows, controls, and departmental responsibilities.3. Stakeholder Management & Cross Functional CollaborationPartner with department heads, SMEs, compliance teams, and operational leaders to gather requirements and validate documentation.Facilitate workshops and alignment sessions to ensure cross functional clarity and adoption.Manage stakeholder feedback loops, ensuring timely closure and documentation updates.Act as the governance liaison for all P&P related initiatives.4. Compliance, Audit & Regulatory AlignmentEnsure all policies, procedures, and processes comply with CBUAE, Insurance Authority, AML (Anti Money Laundering) /CFT (Countering the Financing of Terrorism), Data Protection, and internal governance standards.Support internal, external, and regulatory audits with structured, audit ready documentation.Embed governance checkpoints, risk controls, and compliance requirements into all P&P.Maintain documentation discipline to ensure readiness for inspections and regulatory reviews.5. Documentation Quality, Versioning & Repository ManagementEnforce documentation standards, templates, naming conventions, and controlled access protocols.Manage versioning, amendments, archival, and approval workflows for all P&P.Conduct periodic quality checks to ensure accuracy, completeness, and alignment with governance expectations.Maintain secure storage and confidentiality of sensitive operational documents.6. Communication, Training & Change ManagementCascade updated policies, procedures, and processes through structured communication plans. Partner with L&D to develop training materials and ensure organisation wide adoption.Support change management for new or revised P&P, ensuring frontline and back office teams understand requirements.Monitor adoption and compliance through feedback loops and periodic reviews.7. AI Adoption – Skill & ToolsProficiency in using AI powered writing, drafting, and formatting tools to accelerate policy and procedure creation.Utilises AI assistants for summarising stakeholder inputs, structuring workflows, and ensuring consistency across documentation.Applies AIdriven versioning, tagging, and repository tools to maintain accuracy and traceability. Supports digital transformation by adopting AI tools for documentation quality checks, compliance alignment, and content optimisation.Key Success MetricsAll policies, procedures, and processes are updated, version controlled, and audit ready.Organisation wide adherence to regulatory and governance requirements.Reduction in operational gaps, process deviations, and compliance risks.Clear, standardised P&P across all departments and entities.Timely completion of annual and adhoc P&P review cycles.High stakeholder satisfaction with clarity, structure, and accessibility of documentation.Improved operational efficiency and reduced rework due to clear SOPs and SLAs.Strong audit outcomes supported by robust documentation discipline.Skills & CompetenciesStrong governance mindset with exceptional documentation and structuring skills.Deep understanding of insurance brokerage operations and UAE regulatory frameworks.Expertise in policy writing, procedure development, and process documentation.Excellent stakeholder management, facilitation, and negotiation skills.Analytical thinking with ability to identify gaps and propose practical solutions.High attention to detail, confidentiality, and documentation discipline.Strong communication skills with ability to translate complex requirements into clear documentation. Ability to manage multiple priorities and drive cross functional alignment.Qualifications & ExperienceBachelor’s degree in business, Quality, Compliance, Operations, or related field (master’s preferred). 5–10 years of experience in governance, policy management, compliance, or documentation roles. Experience in insurance brokerage or financial services strongly preferred.Proven track record in building organisation wide policies, procedures, and governance frameworks. Experience collaborating with regulators, auditors, and cross functional teams.Role ImpactThis role is central to building a governance aligned, compliant, and operationally excellent organisation, ensuring every department operates with clarity, consistency, and accountability. It strengthens risk mitigation, enhances client experience, and supports audit readiness across the brokerage.