Head of Operations - New Business

Royal London Group; Wilmslow; On-site; GBP 80,000 - 120,000; Full time

Job summary

A leading UK mutual financial services provider is seeking a Head of Operations - New Business to oversee large-scale operations in New Business, Transfers, Rectifications, and Underwriting. The successful candidate will drive transformation and ensure high-quality customer outcomes while managing a significant budget. Ideal candidates will have extensive experience leading operations in a regulated financial environment. Benefits include an up to 14% employer matching pension scheme and private medical insurance.

Benefits

28 days annual leave

Private medical insurance

Up to 14% employer matching pension scheme

Qualifications

• Proven experience in leading operations in a regulated financial services environment.
• Demonstrated success in operational models that balance efficiency and compliance.
• Experience managing third-party suppliers effectively.

Responsibilities

• Lead multi-disciplinary operations teams across business areas.
• Drive transformation initiatives and embed continuous improvement.
• Ensure compliance with regulatory standards.

Skills

Leadership of large scale operations

Strategic thinking

Customer focus

Transformation initiatives

Change management

Cross-functional collaboration

Communication

Supplier management

Job description

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.

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 processes.
• Ensure robust first line of defence risk management 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.

Qualifications

• 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 the Organisation

• 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 are an Inclusive employer who values diverse backgrounds and perspectives.