Head of Service Operations London Market

Employment Specialists; Greater London; Hybrid; GBP 150,000 - 200,000; Full time

Job summary

A leading insurance organization is seeking a Head of Service Operations to drive operational excellence and end-to-end service delivery. You will play a pivotal role in shaping the global broking strategy while mentoring high-performing teams across multiple locations. This role offers a competitive salary package starting at £150,000+, along with performance bonuses and significant opportunities for leadership development. Ideal candidates will possess senior leadership experience in Insurance Client Service and a track record of managing substantial teams in the London Insurance Market.

Benefits

Performance bonus

Hybrid working

Comprehensive leadership development programmes

Qualifications

• Proven track record of managing teams of 50+ people in a senior leadership capacity.
• Experience in the London Insurance Market or global broking operations highly desirable.
• A natural leader who inspires trust and drives high service quality.

Responsibilities

• Accountable for end-to-end service delivery and operational excellence.
• Lead high-profile change initiatives and manage budgets effectively.
• Represent the business in governance forums and client meetings.

Skills

Senior leadership experience in Insurance Client Service delivery

Data-driven decision making

Excellent Stakeholder engagement skills

Detail-oriented and quality-driven

Familiarity with leading change

Job description

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