Head of Operations

As Head of Technical & Operations, you'll play a critical role in ensuring the smooth, effective and compliant operation of the business. You'll be responsible for leading the development and oversight of operational processes, broking systems, data governance and technical standards, helping the business deliver exceptional service to clients, brokers and insurer partners.

Working closely with broking, finance, compliance and leadership teams, you'll drive operational excellence through process improvement, system optimisation, robust controls and high-quality management information. Your contribution will help improve efficiency, support business growth, reduce operational risk and ensure the business continues to operate to the highest standards.

• Ensuring operational processes, controls and technical standards are effective, compliant and consistently applied.
• Providing oversight of broking systems, data management and operational workflows.
• Driving high standards of data quality, governance and reporting across the business.
• Supporting the effective performance and oversight of the Insurance Broking Accounts (IBA) function.
• Delivering operational and commercial insights that support informed decision-making.
• Ensuring regulatory requirements, market standards and internal controls are maintained.

• Identifying opportunities to improve systems, processes and ways of working.
• Leading system enhancements, automation initiatives and operational change programmes.
• Improving data integrity, reporting capabilities and management information.
• Streamlining workflows to increase efficiency, scalability and service delivery.
• Promoting a culture of continuous improvement and operational excellence.

• Building strong relationships across broking, finance, compliance and leadership teams.
• Acting as a trusted technical and operational subject matter expert.
• Collaborating with internal stakeholders and external system providers to deliver business improvements.
• Supporting wider business initiatives, growth objectives and change programmes.

Championing high standards, accountability and a solutions-focused approach.

• Have significant experience within insurance operations, technical support, broking systems or operational management.
• Have strong knowledge of insurance broking processes and the end-to-end placement lifecycle.
• Are confident managing broking platforms and driving system improvements and change initiatives.
• Can demonstrate experience of data governance, data quality management and reporting.
• Have a strong understanding of operational controls, governance and regulatory requirements.
• Build strong relationships and influence stakeholders at all levels.
• Thrive in a fast-paced environment where continuous improvement is valued.

• Exposure to Lloyd's and London Market processes and systems.
• Experience of GPM, Acturis, Whitespace, Brokertech, Yellowbox or similar broking platforms.
• Experience overseeing or working closely with Insurance Broking Accounts (IBA) functions.
• Knowledge of Xchanging processes, LPANs, bordereaux and related market practices.
• An understanding of project delivery, change management or business transformation initiatives.

• Commercially minded and solutions focused.
• Proactive, organised and adaptable.
• Analytical, detail-oriented and data-driven.
• A strong communicator who builds credibility quickly.
• Comfortable influencing, challenging and driving change.
• Committed to high standards, effective governance and continuous improvement.
• Motivated to make a positive impact on business performance and client outcomes.