ALI AL OTAIN
Riyadh,Saudi Arabia
Summary
Self-motivated operations professional with over 20 years of experience in the insurance industry, leading claims, sales, and customer service functions. Proven expertise in leadership, team management, strategic planning, process improvement, and digital transformation. Adept at project management, cross-functional collaboration, financial oversight, and performance monitoring, consistently driving business results, operational efficiency, and customer satisfaction.
Overview
22
22
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Senior Director claim Management
Tawuniya
Riyadh, Head Office
2023.09 - Current
- Led end-to-end strategic transformation of Mobility Claims portfolio, from FNOL at accident scene to final settlement.
- Executed claims modernization roadmap, positioning claims as profitability and customer-experience driver.
- Re-engineered Third-Party claims model, achieving 75% automation and 40% fully touchless claims with compensation deposited within 6 minutes.
- Designed and implemented AI models to determine repair vs. total loss and automate claim approval/rejection decisions.
- Built an integrated digital by linking CRM with Claims Management System, enhancing visibility, proactive communication, and significantly reducing customer complaints.
- Strengthened governance framework covering financial control, loss ratio optimization, fraud mitigation, provider performance, and operational risk.
- Positioned digital and AI-driven claims capability as a competitive advantage within Saudi insurance market.
- Led team towards achieving organisational goals successfully and efficiently.
Director-Dierct Regional Sales
TAWUNIYA
DAMMAM, Eastern Province
2022.09 - 2023.08
- Led and managed regional sales operations across retail and non-retail segments.
- Established and built the regional sales team from the ground up, including structure design and role definition.
- Developed and executed regional sales strategy aligned with corporate objectives.
- Managed relationships with broker companies and key corporate accounts.
- Oversaw performance targets, revenue growth, and portfolio profitability.
- Coordinated with underwriting, claims, and Head Office to ensure seamless customer experience.
- Successfully built a high-performing sales team, strengthening regional market presence.
- Increased regional sales revenue and expanded broker network partnerships.
- Improved retention and cross-selling across retail and corporate clients.
- Enhanced operational alignment between sales and technical departments.
- Drove sustainable growth through disciplined performance monitoring and KPI management.
Claim Region Manager
TAWUNIYA
Dammam, Eastern Province
2011.01 - 2022.09
- Led and managed all regional claims operations across motor claims functions.
- Oversaw the full customer journey from accident intimation through investigation, approval, and final settlement.
- Supervised team leaders and claims staff to ensure operational efficiency and service excellence.
- Managed regional KPIs, productivity targets, and SLA compliance.
- Ensured strong governance, compliance, and adherence to regulatory and internal policies.
- Controlled claims payments and monitored financial accuracy within delegated authority limits.
- Coordinated with Head Office, legal, recovery, and finance departments on complex and high-value claims.
- Handled escalated customer complaints and critical cases to maintain client satisfaction and company reputation.
Group Leader Claim Center
TAWUNIYA
Dammam, Eastern Province
2007.04 - 2011.01
- Led and supervised a team of motor claims executives within the claims center.
- Managed daily workflow distribution to ensure timely claim processing and SLA compliance.
- Coordinated communication between surveyors, workshops, and Head Office to ensure smooth claim handling.
- Monitored claim quality, documentation accuracy, and adherence to internal policies.
- Resolved escalated and complex claim cases, including disputes and liability clarifications.
Claim Executive
TAWUNIYA
Dammam, Eastern Province
2004.04 - 2007.04
- Improved accident documentation standards to reduce errors, missing documents, and processing delays.
- Enhanced the accident intimation journey by optimizing document scanning and submission workflow.
- Contributed to improving customer experience by minimizing repetitive document requests.
- Supported internal controls by strengthening documentation accuracy and compliance..
Education
Diploma - Accountant
Jubail Industrial College
Royal Commission for Jubail 1999.05 - 2003.09
Skills
- Leadership & Team Management
- Strategic Planning & Execution
- Process Improvement & Workflow Optimization
- Project Management & Coordination
- Customer Service & Relationship Management
- Problem Solving & Decision Making
- Communication & Cross-Functional Collaboration
- Financial Oversight & Budget Control
- Digital & Technology Integration
- Performance Monitoring & KPI Management
Certification
- Talent+ (From INSIDE)
- Business Performance Management & KPIs
- Decision Making & Problem Solving
- Effective Business Writing
- Finance for Non Financial Managers
- Employee's Performance Evaluation ( EPE )
- Modern Supervisory Skills
- Motor Insurance Fraud
- Team Management
- The 7 Habits of Highly Effective People
- The Art of Communication
Timeline
Senior Director claim Management
Tawuniya
2023.09 - Current
Director-Dierct Regional Sales
TAWUNIYA
2022.09 - 2023.08
Claim Region Manager
TAWUNIYA
2011.01 - 2022.09
Group Leader Claim Center
TAWUNIYA
2007.04 - 2011.01
Claim Executive
TAWUNIYA
2004.04 - 2007.04
Diploma - Accountant
Jubail Industrial College
1999.05 - 2003.09