Job Description
Head of Operations
A global insurance brokerage and risk manager is seeking an innovative Head of Operations to support a high-growth specialist division. This is a pivotal leadership role within an established business delivering strong revenues today, with ambitious plans for further expansion and a clear focus on operational excellence, scalability, and innovation.
You will lead a team of 10+ operations professionals, partnering closely with senior broking leadership to ensure seamless, compliant, and efficient delivery across the full broking lifecycle. With significant visibility at executive level, this role offers the opportunity to shape and evolve the operational strategy of a business entering its next phase of growth. At its core, the position is focused on driving both operational and people efficiencies — optimising how the business runs while building a high-performing, scalable team.
Operational Leadership & Strategy
You will lead, develop, and scale a high-performing operations team, acting as the primary operational partner to broking teams to ensure efficient workflows and timely resolution of issues. The role will require you to drive operational excellence through continuous improvement, identifying opportunities to enhance efficiency through process optimisation, automation, and the adoption of AI and digital tools. You will also support broader strategic growth initiatives, ensuring the operational infrastructure is fit for scale and future demand.
Planning, Reporting & MI
Working closely with leadership and finance, you will monitor performance against revenue and budget targets, providing clear and insightful management information to senior stakeholders. You will proactively identify and escalate operational risks and challenges, while representing the operations function within key governance and leadership forums.
Technical & Process Oversight
You will oversee end-to-end operational delivery across the broking lifecycle, ensuring all processes are robust, consistent, and aligned with regulatory requirements across relevant jurisdictions. The role involves close collaboration with central and global teams to enhance service delivery, alongside supporting internal and external audit processes where required.
Governance & Compliance
You will ensure strong adherence to regulatory, legal, and internal policy frameworks, maintaining effective controls, accurate record-keeping, and audit readiness at all times. A key part of the role will be embedding a culture of accountability, risk awareness, and operational best practice across the team.
Stakeholder & Relationship Management
You will build and maintain strong, trusted relationships with broking teams and key internal stakeholders, acting as a strategic partner to senior leadership, including COO-level stakeholders. The role requires a consistent focus on delivering a high standard of service across all internal and external interactions.
People Leadership
Leading a team of 10+ operations professionals, you will be responsible for coaching, development, and performance management, ensuring high levels of engagement and accountability. You will support recruitment and succession planning as the business grows, fostering a collaborative culture focused on continuous improvement and long-term capability building.
Candidates
You will bring proven operations leadership experience within insurance, ideally with exposure to the London Market, alongside a strong understanding of broking processes and operational delivery. Commercially astute, you will have experience managing performance, MI, and budgets, with a track record of driving efficiency through process improvement, automation, and technology adoption.
You will be confident operating at a senior level, with the ability to influence and challenge stakeholders, and will have demonstrated success in building and scaling high-performing teams. A solutions-oriented mindset, combined with strong communication skills and experience engaging senior leadership, will be key to success in this role.