Head of Operations

Opportunity

What you'll do

• Lead and develop Operations, promoting innovation, collaboration, continuous improvement, and strong digital and human member experiences.
• Deliver service standards, regulatory requirements, and business objectives; improve performance, governance, risk management, and controls through technology, data, and insights.
• Contribute to the technology ecosystem and customer-service enhancement roadmap.
• Coach team members and support capability, engagement, performance, and succession planning.
• Partner with stakeholders on strategic business and client priorities; serve as primary operational contact for trustees, investment advisers, regulators, and strategic partners.
• Represent Operations in governance forums, client meetings, and executive discussions; provide reporting and recommendations.
• Resolve complex customer issues and escalations and foster an inclusive, high-performing workplace.

Essential requirements

• Proven experience leading and developing operational teams in a regulated environment.
• Track record in operational excellence and technology-, data-, and insight-led continuous improvement.
• Experience managing operational performance through service metrics, controls, and business objectives.
• Ability to influence senior executives and C-suite stakeholders; strong communication and presentation skills.
• Experience building relationships with external partners, clients, regulators, trustees, and investment providers.
• Demonstrated ability to lead change, collaborate, and deliver business outcomes.

Preferred requirements

• Financial services, insurance, pensions, fintech, or similar regulated-industry experience is preferred.
• Knowledge of workplace savings, employee benefits, pension administration, or related services and regulations is preferred.
• Transformation, operational change, or large-scale improvement leadership experience is preferred.
• Professional qualification in operations, business management, leadership, continuous improvement, or a related discipline is preferred.

Skills and competencies

• Technical skills include service and operational excellence through technology, performance management, governance and regulatory compliance, product and service management, risk and control management, and commercial acumen.
• Leadership competencies include strategic leadership, executive presence, stakeholder and relationship management, communication, influencing and negotiation, decision-making, problem-solving, critical thinking, organisational agility, change leadership, collaboration, and networking.

Why join Zurich

• The employer describes opportunities to work with regional and global teams, learning and development, insurance benefits, an inclusive workplace, flexible working where applicable, and career growth.

Application guidance

• Applications should demonstrate alignment with the essential requirements.