Operations Team Lead - Multinational Client Practice (Associate Director)

Howden Group Holdings; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

Howden Group Holdings seeks an Operations Team Leader to oversee various operational activities within the MCP. The ideal candidate will have extensive experience in the insurance sector, strong commercial acumen, and the ability to foster efficient operational processes. You'll play a crucial role in ensuring compliance, driving operational excellence, and contributing strategically to the company's goals while working in a diverse and collaborative environment.

Benefits

Diversity and inclusion

Career progression opportunity

Support for reasonable adjustments

Qualifications

• Detailed knowledge of the insurance sector.
• Experience in operations management at a senior level.
• Strong commercial acumen and understanding of data.

Responsibilities

• Manage all operations-related activities and ensure compliance.
• Drive process improvements and operational excellence.
• Provide high-level reports and presentations to senior leadership.

Skills

Communication

Negotiation

Strategic Thinking

Problem Solving

Attention to Detail

Education

ACII qualified

Job description

Who are we?

Howden is a collective – a group of talented and passionate people all around the world. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 18,000 employees spanning over 100 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

The Role

Operations team leader will be responsible for all operations related activities with the various teams within the MCP. They will ensure systems and processes meet the divisions goals, achieve business targets and reflect business practices within Howden.

They will work closely with the teams Managing Directors and Divisional CEO within their area of responsibility to ensure that operational activities within business divisions are carried out in accordance with relevant policies.

What you’ll do

Planning/Strategy :

• Attend the Operations Executive Meetings on behalf of MCP.

• Attend the Divisional Executive Management Meetings.

• Attend the respective team meetings within MCP

• Act as a conduit and liaison point for operations initiatives/strategy development.

• Continually look for opportunities to improve operational excellence and drive efficiencies.

Technical:

• Proposes and drives enhancements to processes to ensure these are relevant for element of the MCP businesses to ensure they are aligned with best practice and business needs.

• Develops and implements all necessary policies and procedures to facilitate management control and to ensure that all internal operations achieve their business objectives.

• Provides high level reports and delivers presentations to the senior leadership lead in MCP, interpreting findings and providing detailed analysis where necessary.

Policy, Process and Procedures :

• Ensures all policy, procedures and audit requirements are strictly adhered to so that these are in line with operational procedures, support internal reporting mechanisms and relevant compliance and regulatory requirements.

• Manage and control aged debt within respective teams in line with the agreed aged debt procedures

• Oversight of EOC/CC process and produce monthly data to demonstrate a high level of compliance

• Undertake audits on behalf of those entities that require audits and manage data output and outcomes from audit process

• Manage E&O and near miss reporting on behalf of the respective teams

• Manage complaints process across those teams that are impacted by complaints

• Manage consumer duty and IDD on behalf of the respective teams

• Manage relationship with IBA and Credit control and ensure insurer payments are made promptly and in line with insurers terms

• Focal point for transition of IT broking platform, working closely with dedicated team

• Monitoring of best practice and use of HSLS

• Managing uninvited renewal lists and exceptions reports

• Work in partnership with the Multinational service team to manage ARAS or equivalent system

Environment, Customer Focus and Relationships :

• Works with the business to identify their needs for operational systems/processes, reporting and identifies the best means of delivering these, balancing system requirements and compliance/best practice.

• Provides high level reports and delivers presentations to the senior leadership team in MCP, collating information, interpreting findings and providing detailed analysis where necessary.

• Provide operational and technical support to all staff.

• Lead the business through change as required.

Regulatory and Compliance:

• Ensures compliance of self and teams with all applicable legal, fiscal and regulatory obligations in the form of policies and procedures

• Ensures correct authorisation is obtained and processes followed when required by each Operating Entity

• Ensures that team’s performance, HR and T&C records are up to date and meet the Group’s requirements

• Maintains accurate records and deal with correspondence appropriately

• Operates in an honest, professional and ethical manner

• Strict adherence to the Group Employee Code of Conduct which strongly aligns to the FCA’s code of conduct that all regulated entities must adhere to under the SM&CR

• Completes all relevant training

• Ensures remain competent to carry out role

• Act in the utmost good faith to promote the interests of the Operating Entity/Group

Who we’re looking for

Knowledge/Experience

• Detailed knowledge and understanding of the insurance sector in a similar role.

• Awareness of the regulatory environment and requirements along with how these impact on Operating Entity’s activities.

• Strong commercial acumen.

• A good understanding of data and emerging technologies and how they apply.

• A strong grasp of data analysis and performance metrics.

• Experience of delivering and understanding complex management information.

• Experience in operations management.

• Extensive experience gained in an insurance intermediary environment at a senior level.

Skills/Behaviours

• Strong communication and negotiation skills

• Regular attendance in both London and Birmingham offices

• High impact presentation skills.

• Demonstrable competency in strategic thinking, planning and business development.

• Excellent decision-making and problem-solving skills.

• Strong attention to detail.

Qualifications

• ACII qualified, preferable

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to make a positive difference at work and beyond

Reasonable adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.

Permanent