About The Job
* Role: Head of Operations
* Location: London (hybrid, 3-4 dpw in office)
We are looking for an experienced Head of Operations to operationalise and manage the day-to-day running of the business so that we can continue to deliver an exceptional client experience as the business grows. This is a very hands-on role and we are looking for someone who has 'been there and done it' before, ideally in either InsureTech or HealthTech domains. The remit will be evolving and will grow with the business, with lots of opportunity for development.
This is a high-impact, high-autonomy role - perfect for someone who enjoys building, operating with agency on both big-picture thinking and hands-on execution in an early-stage, high-integrity environment.
Key Responsibilities
Operational Leadership
* Own and improve daily operations, ensuring smooth execution across the end-to-end customer journey, service fulfilment, and internal/ external workflows
* Implement modern tools and practices to ensure the team are working in smart and efficient ways
* Adopt systems and processes that balance personalised client service with operational efficiency and scalability
* Ensure full compliance with relevant industry regulations and data protection standards (e.g. FCA, GDPR)
Strategy & Execution
* Translate the company's strategic goals into clear execution plans, KPIs, metrics and deliverables
* Keep operations tightly aligned with business priorities and ensure tracking and follow-through on key initiatives
* Set and manage the cadence for regular check-ins, reviews, and updates
* Track progress against goals and ensure accountability across the team
Customer Experience
* Maintain and scale our concierge-style service model, ensuring high client satisfaction whilst building in automation where appropriate
* Operationalise the customer journey to ensure it feels personal, but is deliverable at greater volume
Technology & Automation
* Collaborate closely with the technical team to scope, implement, and embed useful AI and automation across the customer journey - from initial inquiry to onboarding, enrolment and beyond
* Work collaboratively to ensure tech development aligns with operational needs
People & Culture
* Shape and scale a performing, values-led company culture, that enables employees to deliver purposeful, high-quality work that they are engaged with and enjoy
* Lead on team hiring, onboarding, retention, development, benefits and reward
* Ensure compliance with employment law and regulatory obligations, including the creation and maintenance of policies, contracts, and documentation that are fit for purpose
Experience & Skills
* 3+ years' experience in operational leadership, ideally in a growing start-up/ scale-up
* Experience in HealthTech or InsureTech, having built and managed operations from the ground up to an org of c.25 people
* An understanding of AI and automation and how to implement them within a business, plus an ongoing willingness to learn
* Strong operational thinking with a bias for action - you know how to build from scratch and move quickly
* Proven ability to build and deliver high-touch client experiences for scale, combining systems thinking with customer empathy
* Experience working with technical teams or managing tech-enabled operations
* Excellent leadership and team-cohesion skills; able to manage across functions and foster a collaborative culture. Proactive at making the workplace an inviting and enjoyable place to be