Group Operations Manager (London Insurance Market)

Group Operations Manager

£75,000-£100,000

London Hybrid Independent Lloyd's Broker Excellent Benefits

Are you an insurance operations professional who enjoys improving processes, supporting colleagues and turning technology into practical improvements?

CKB Recruitment is working with a family-owned, independent Lloyd's Broker specialising in North American risks to recruit a Group Operations Manager.

With 24 people and offices in London and Brussels, this business offers a close-knit, collaborative environment where colleagues support one another and value having their views heard.

Its specialist portfolio includes Professional & Executive Lines, PI, D&O, Cyber, Financial Institutions and Technology E&O; North American Property, including complex commercial property and CAT exposures; and Treaty, Facultative, MGA, Captive and Parametric reinsurance solutions. The business also handles Programmes, Binders and Delegated Authority arrangements, placing complex risks across Lloyd's and specialist insurer markets.

The opportunity

This newly created position will provide dedicated operational support to the board, taking ownership of responsibilities currently shared across its members. By bringing greater coordination and structure to everyday operations, you'll give the board more capacity to focus on the wider direction of the business.

This is a hands-on role focused on workflows, process improvement and automation. You'll review how work moves through the business, identify opportunities for improvement and implement practical changes, including the effective use of technology and AI.

You'll also manage relationships with UK-based outsourcing providers, support the wider operations team and manage one direct report.

Success will depend as much on your approach to people as your technical knowledge. You'll listen carefully, understand different perspectives and explain changes clearly, helping colleagues understand both the process and its purpose.

What will you be doing?

• Taking ownership of operational priorities and following actions through to completion.

• Reviewing and mapping workflows to identify bottlenecks, duplication and unnecessary manual work.

• Developing consistent processes with clear responsibilities, handovers and timescales.

• Driving improvements from initial discussion through implementation, adoption and review.

• Identifying opportunities to use AI and automation to improve efficiency, accuracy and management information.

• Working with colleagues and technology providers to assess, test and implement suitable tools.

• Creating straightforward process documentation and explaining technical concepts in accessible language.

• Managing UK-based outsourcing providers, including service expectations, workloads, quality and turnaround times.

• Improving coordination between external providers and internal teams, resolving operational issues.

• Supporting day-to-day priorities, workload planning and problem-solving across the operations team.

• Managing and developing one direct report through clear objectives, feedback and support.

• Analysing operational MI to monitor workloads, service performance and the impact of improvements.

• Gathering feedback and adapting processes where colleagues identify a better approach.

About you

You'll bring:

• Essential experience in insurance operations within a Lloyd's Broker or the London Market.

• A sound understanding of insurance broking workflows and the demands on operational teams.

• A track record of improving processes and seeing changes through to successful adoption.

• Strong technology skills, including the ability to assess and use AI and automation in a practical business setting.

• Confidence working with systems, data and operational reporting.

• Experience managing outsourced service providers or other third-party operational relationships.

• The ability to manage priorities, support colleagues and provide clear direction to a direct report.

• Strong communication skills, with the ability to explain processes to people with different levels of technical knowledge.

• A collaborative approach, taking different viewpoints on board and using them to inform decisions.

• Initiative and accountability, alongside the judgement to recognise when input from others is needed.

You'll be comfortable challenging inefficient processes while respecting the knowledge of those using them. You'll also be happy getting into the detail, solving day-to-day problems and ensuring improvements become embedded in the business.

What's on offer?

• Salary of £75,000-£100,000.

• Hybrid working, with two days a week from home available.

• Excellent pension scheme.

• Private health cover.

• Income protection.

• Death-in-service cover of eight times salary.

• Season ticket loan.

• The opportunity to shape a newly created role and work closely with the board.

• Ownership of meaningful improvements to workflows, technology and automation.

• A supportive, family-owned, independent business with a strong team focus.

• A visible role within a 24-person business where your contribution will make a difference.

For a confidential discussion and further information, please contact Kieran at CKB Recruitment.