Head of Service Operations London Market

Prospections (International) Limited; City Of London; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A leading insurance firm in London is seeking an experienced Head of Service Operations. In this role, you will lead a substantial Client Services function, ensuring effective delivery and driving operational excellence. The position offers a base salary of over £150,000 plus bonuses and a hybrid working model. Ideal candidates will have senior leadership experience in Insurance Client Service delivery, managing large teams, and a familiarity with the London Insurance Market.

Benefits

Performance bonus

Comprehensive leadership development programmes

Hybrid working model

Qualifications

• Proven track record of improving processes and achieving high service KPIs.
• Experience managing teams of 50+ people.
• Ability to navigate matrix organisations and distil complex operational details.

Responsibilities

• Lead a substantial Client Services multi-site function.
• Own the complete Client Service delivery function.
• Act as senior escalation point for complex service issues.

Skills

Senior leadership experience in Insurance Client Service delivery

Excellent Stakeholder engagement skills

Detail-oriented and quality-driven

Natural leader who inspires trust

Experience in the London Insurance Market

Job description

Overview

Lead a substantial Client Services multi-site function, delivering seamless pre-placement and post-placement Insurance support to a global client base.

As Head of Service Operations, you'll be accountable for end-to-end service delivery, driving operational excellence whilst embedding strategic transformation initiatives. You'll be part of the Senior Leadership Team, shaping the vision for the Services Operations, and playing a pivotal role in the organisation's global broking strategy.

You will own the complete Client Service delivery function, leading high-profile change initiatives, managing budgets and resources effectively, and acting as senior escalation point for complex service issues. You'll mentor teams across multiple locations, drive process efficiency and standardisation, and represent the business in governance forums and client meetings.

About The Company

Operating at the forefront of the London Insurance Market, they're undergoing exciting transformation and new operating models. This is an organisation that invests in leadership development and offers clear pathways for ambitious operational leaders.

What’s In It For You as Head of Service Operations

Strategic Influence - Work directly with Executive leadership, shaping the future of service delivery with genuine autonomy and resources to drive meaningful change

Leadership Development - Build and mentor high-performing International teams whilst creating frameworks that will define service excellence for years to come

Innovation Focus - Work with the latest technologies, exciting transformation, and new operating models

Exceptional Package - £150,000+ base salary plus performance bonus, hybrid working, and comprehensive leadership development programmes

Career Progression - Clear pathways to even more senior positions within a global business that values and invests in operational excellence

What We're Looking For

• Senior leadership experience in Insurance Client Service delivery, having managed teams of 50+ people
• Experience in the London Insurance Market or global broking operations highly desirable
• You're a natural leader who inspires trust, coaches teams through change, and makes data-driven decisions
• Detail-oriented and quality-driven with a proven track record of improving processes and achieving high service KPIs.
• Excellent Stakeholder engagement skills up to Executive level
• Familiarity with leading change, including Offshore Operations
• Able to navigate matrix organisations and distil complex operational details into clear updates
• Resilient under pressure with an innovation mindset and genuine excitement about new technologies