Head of Operations - New Business

Royal London Mutual Insurance Society; Alderley Edge; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading mutual insurance company is seeking a Head of Operations - New Business to spearhead large-scale transformations. This strategic role requires a proven track record in financial services operations and the ability to translate strategic goals into effective operational plans. The ideal candidate will drive innovation and efficiency while maintaining a customer-first focus.

Benefits

28 days annual leave plus bank holidays

Up to 14% employer matching pension scheme

Private medical insurance

Qualifications

• Proven experience leading operations in a regulated financial services environment.
• Experience in designing operational models that balance customer outcomes and compliance.
• Demonstrated success in leading transformation programs.

Responsibilities

• Lead and inspire multi-disciplinary operations teams.
• Drive transformation initiatives embedded in a customer-first culture.
• Manage a significant budget ensuring cost efficiency.

Skills

Leadership of large-scale operations

Operational model design

Cross-functional transformation

Customer onboarding expertise

Strategic planning

Change management

Communication skills

Job description

Overview

Head of Operations - New Business

Location: Alderley Park or Edinburgh

Closing Date 17th October

About the role:

We are seeking a dynamic and visionary Head of Operations - New Business to lead large-scale operations across multiple business areas including New Business, Transfers, Rectifications, and Underwriting. This is a strategic transformation role, not business-as-usual. You will be responsible for lifting out the day-to-day running and focusing on partnering with key stakeholders to drive impactful change.

To lead and shape the operational delivery of the New Business function across Open Book products, ensuring high-quality customer outcomes, regulatory compliance, and strategic alignment.

Key Responsibilities

• Lead and inspire multi-disciplinary operations teams across business areas.
• Develop and embed a Customer First culture across all teams
• Drive transformation initiatives, challenge legacy practices, and embed a culture of continuous improvement.
• Drive automation and digital enablement across operation procesesses.
• Ensure robust first line of defence risk managment and control frameworks
• Partner cross-functionally with Distribution, Proposition, and Commercial teams.
• Deliver operational excellence while maintaining a strong customer-first and risk-aware culture.
• Own and manage a significant budget, ensuring cost efficiency and enabling growth.
• Empower teams to embrace change and build the next generation of leadership.

What We're Looking For

• Proven experience of leading large scale, multifunctional operations across New Business and Equity Release in a regulated financial services environment
• Experience in designing & delivering complex operational models that balance customer outcomes, efficiency and compliance
• Demonstrated success in leading large-scale operations and cross-functional transformation programmes
• Deep understanding of customer onboarding, transfer writing and transfer journeys.
• Skilled in translating strategic objectives into operational delivery plans.
• Strategic thinker with commercial awareness and a track record of delivering efficiencies.
• Confident communicator who builds trust and influences across functions.
• Comfortable with ambiguity, conflict, and challenge-a true change agent.
• Demonstrated ability to lead innovation initiatives that enhance customer experience and operational agility.
• Experience in managing third-party suppliers and ensuring service delivery meets contractual and customer expectations

About Royal London

• About Royal London
• We\'re the UK\'s largest mutual life, pensions and investment company, offering protection, long-term savings, asset management products and services and Equity Release Lending propositions.

• Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

• We\'ve always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits

• Inclusion, diversity and belonging

• We\'re an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected - whatever their background.