Head of Operations (Insurance)
Posted 3 hours 31 minutes ago by Focus Search and Selection
Location: City of London
Reports to: Managing Director / Board
?Role Purpose
?The Head of Operations will be the architect of our clients operational efficiency. You will ensure that our specialist broking teams are supported by robust infrastructure, seamless workflows, and rigorous regulatory oversight. You will bridge the gap between high-level strategy and the granular details of London Market processing.
?Key Responsibilities
?1. Operational Strategy & Process Optimization
?Workflow Design: Audit and refine the end-to-end broking lifecycle to reduce friction and improve turnaround times.
?Digital Transformation: Lead the adoption of modern broking platforms and AI-driven tools to automate routine administrative tasks.
?Vendor Management: Oversee relationships with third-party providers, including IT, software vendors, and outsourced functions.
?2. Governance, Risk & Compliance (GRC)
?FCA Oversight: Act as a key point of contact for regulatory matters, ensuring all activities align with FCA requirements and "Consumer Duty" standards.
?Technical Compliance: Manage Client Money (CASS) protocols, TOBAs (Terms of Business Agreements), and Sanctions/AML screening.
?Data Protection: Serve as the lead for GDPR and data security, ensuring client confidentiality in high-sensitivity sectors like Intellectual Property.
?3. Reporting & Financial Control
?Management Information (MI): Develop and maintain dashboards for the Board, tracking KPIs such as conversion rates, debtor exposure, and renewal retention.
?Revenue Operations: Partner with Finance to monitor brokerage income, bordereaux production (where applicable), and premium movement.
?4. Team Leadership & Culture
?Operational Support: Lead and mentor the broker support and administrative staff.
?Change Management: Act as a culture-carrier, driving an "efficiency-first" mindset across the London office.
?Candidate Profile
?Experience & Qualifications:
?London Market Experience: Minimum 7-10 years in the insurance industry, with a deep understanding of Lloyd's/London Market processes (Xchanging, PPL, etc.).
?Operational Leadership: Proven track record in an Operations Manager or COO role within an independent brokerage.
?Technical Knowledge: Familiarity with the specific nuances of commercial specialty lines (e.g., PI, D&O, or Specialty Liability).
?Education: ACII qualification is highly desirable but not mandatory if offset by significant experience.
?Soft Skills:
?The "Builder" Mindset: Comfortable in a lean environment where you need to create the playbook, not just follow it.
?Commercial Acumen: Ability to see how operational bottlenecks affect the bottom line.
?Stakeholder Management: Confident communicating with senior Directors and external underwriters.
Influence: Direct access to the Board with the ability to shape the future of a growing independent firm.
?Specialism: Engagement with fascinating, high-growth sectors like Cyber and IP.
?Agility: A boutique environment free from the bureaucracy of "Big Three" global brokers.