Group Operations Manager (London Insurance Market)

CKB Recruitment Ltd; Greater London; On-site; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Pension scheme

Private health cover

Income protection

Death in service

Season ticket loan

Shape a new role

Meaningful workflow improvements

Family-owned business

Team-focused culture

Visible board role

Job summary

CKB Recruitment Ltd is partnering with a family-owned Lloyd's broker in London to appoint a Group Operations Manager. You will own operational priorities for the board, drive process improvements, and leverage AI and automation to streamline workflows across a 24-person team.

The role combines strategic coordination with hands-on workflow analysis, ensuring effective collaboration with UK outsourcing providers and internal teams. A strong operations background in the London Market is essential.

Qualifications

• Experience in insurance operations within a Lloyd's Broker or the London Market.
• Strong understanding of insurance broking workflows and operational demands.
• Proven track record of improving processes and successful adoption.
• Strong technology skills with AI/automation in a business setting.
• Experience managing outsourced service providers or third-party relationships.
• Ability to support colleagues, manage priorities and provide clear direction to a direct report.
• Excellent communication skills and collaborative approach.

Responsibilities

• Own operational priorities for the board and drive actions to completion.
• Map workflows, identify bottlenecks and manual work.
• Develop clear, consistent processes with defined responsibilities and timescales.
• Lead improvements from discussion through implementation, adoption and review.
• Identify opportunities to use AI and automation to improve efficiency and reporting.
• Collaborate with technology providers to assess, test and implement tools.
• Create straightforward process documentation and guidance for non-technical users.
• Manage relationships with UK-based outsourcing providers and monitor service levels.
• Improve coordination between outsourced providers and internal teams.
• Support the wider operations team with day-to-day priorities and problem-solving.
• Develop and manage one direct report with clear objectives and feedback.
• Produce and analyse operational MI to track workloads and performance.

Job description

Group Operations Manager

London Independent Lloyd s Broker Excellent Benefits

Are you an insurance operations professional who enjoys improving processes, helping people work more effectively and turning technology into practical improvements?

Can you combine London Market knowledge with strong technical capabilities and a collaborative approach to change?

CKB Recruitment is working with a family-owned, independent Lloyd s Broker specialising in risks in the North American markets, seeking a Group Operations Manager.

With 24 people in the business and offices in London and Brussels, this broker offers a close-knit environment with a strong team focus. You ll work alongside colleagues who know their business, support one another and value having their views heard.

This broker deal with a range of specialist risks such as Professional & Executive Lines, including PI, D&O, Cyber, Financial Institutions and Technology E&O. North American Property, including complex commercial property, CAT exposures and high-value risks, Reinsurance, including Treaty, Facultative, MGA, Captive and Parametric solutions, Programmes, Binders and Delegated Authority arrangements for MGAs, coverholders and specialist schemes handling complex international and London Market risks placed across Lloyd s and specialist insurer markets.

The opportunity

This is anewly created position, designed to provide dedicated operational support to the board and take ownership of responsibilities currently shared across its members. By bringing greater coordination and structure to everyday operations, you ll give the board more capacity to focus on the wider direction of the business.

The role is hands-on, with a particular focus on workflow, process improvement and automation.

You ll review how work moves through the business, identify opportunities for improvement and take responsibility for putting those improvements into practice. Understanding how technology and AI can support everyday operations will be an important part of your contribution.

Alongside this, you ll manage relationships with the UK-based outsourcing firms the business uses, support the wider operations team and have one direct report.

Success will depend as much on how you work with people as on your technical knowledge. You ll need to listen carefully, understand different perspectives and explain changes clearly so colleagues understand both the process and its purpose.

What will you be doing?

• Supporting the board by taking ownership of operational priorities and following actions through to completion.
• Reviewing and mapping workflows, identifying bottlenecks, duplication and unnecessary manual work.
• Developing clear, consistent processes with defined responsibilities, handovers and timescales.
• Driving improvements from initial discussion through to implementation, adoption and review.
• Identifying practical opportunities to use AI and automation to improve efficiency, accuracy and management information.
• Working with colleagues and technology providers to assess, test and implement appropriate tools.
• Creating straightforward process documentation and guidance, explaining technical concepts in accessible language.
• Managing relationships with UK-based outsourcing providers, including service expectations, workloads, quality and turnaround times.
• Improving coordination between outsourced providers and internal teams, resolving operational issues when they arise.
• Supporting the wider operations team with day-to-day priorities, workload planning and problem-solving.
• Managing and developing one direct report through clear objectives, feedback and support.
• Producing and analysing operational MI to track workloads, service performance and the impact of improvements.
• Gathering feedback from colleagues and adapting processes where their experience identifies a better approach.

About you

You ll bring:

• You must have experience in insurance operations within a Lloyd s Broker or the London Market.
• A sound understanding of insurance broking workflows and the practical demands on operational teams.
• A track record of improving processes and seeing changes through to successful adoption.
• Strong technology skills, with the ability to understand, assess and use AI and automation in a practical business setting.
• Confidence working with systems, data and operational reporting.
• Experience managing outsourced service providers or other third-party operational relationships.
• The ability to support colleagues, manage priorities and provide clear direction to a direct report.
• Strong communication skills, including the ability to explain processes and technical ideas to people with different levels of knowledge.
• A collaborative approach: you listen, take other viewpoints on board and use that understanding to make better decisions.
• The initiative to take responsibility and keep work moving, while recognising when input from the board or colleagues is needed.

You ll be comfortable challenging an inefficient process while respecting the knowledge of the people using it. You ll also be willing to get into the detail, help solve day-to-day problems and make sure improvements become part of how the business works.

What s on offer?

• Competitive salary
• Pension scheme.
• Private health cover.
• Income protection
• Death-in-service cover of eight times salary.
• Season ticket loan.
• The opportunity to shape a newly created role and work closely with the board.
• Ownership of meaningful improvements to workflows, technology and automation.
• A family-owned, independent business with a supportive, team-focused culture.
• A visible role within a 24-person business where your contribution will make a difference.

For a confidential discussion and further information, please contact Kieran at CKB Recruitment.