Group Operations Manager (London Insurance Market)

Group Operations Manager

London | Independent Lloyd’s Broker | Excellent Benefits

Are you an insurance operations professional who enjoys improving processes, helping people work more effectively and turning technology into practical improvements?

Can you combine London Market knowledge with strong technical capabilities and a collaborative approach to change?

CKB Recruitment is working with a family-owned, independent Lloyd’s Broker specialising in risks in the North American markets, seeking a Group Operations Manager.

With 24 people in the business and offices in London and Brussels, this broker offers a close-knit environment with a strong team focus. You’ll work alongside colleagues who know their business, support one another and value having their views heard.

This broker deal with a range of specialist risks such as Professional & Executive Lines, including PI, D&O, Cyber, Financial Institutions and Technology E&O. North American Property, including complex commercial property, CAT exposures and high-value risks, Reinsurance, including Treaty, Facultative, MGA, Captive and Parametric solutions, Programmes, Binders and Delegated Authority arrangements for MGAs, coverholders and specialist schemes handling complex international and London Market risks placed across Lloyd’s and specialist insurer markets.

The opportunity

This is a newly created position, designed to provide dedicated operational support to the board and take 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.

The role is hands-on, with a particular focus on workflow, process improvement and automation.

You’ll review how work moves through the business, identify opportunities for improvement and take responsibility for putting those improvements into practice. Understanding how technology and AI can support everyday operations will be an important part of your contribution.

Alongside this, you’ll manage relationships with the UK-based outsourcing firms the business uses, support the wider operations team and have one direct report.

Success will depend as much on how you work with people as on your technical knowledge. You’ll need to listen carefully, understand different perspectives and explain changes clearly so colleagues understand both the process and its purpose.

What will you be doing?

• Supporting the board by taking ownership of operational priorities and following actions through to completion.
• Reviewing and mapping workflows, identifying bottlenecks, duplication and unnecessary manual work.
• Developing clear, consistent processes with defined responsibilities, handovers and timescales.
• Driving improvements from initial discussion through to implementation, adoption and review.
• Identifying practical opportunities to use AI and automation to improve efficiency, accuracy and management information.
• Working with colleagues and technology providers to assess, test and implement appropriate tools.
• Creating straightforward process documentation and guidance, explaining technical concepts in accessible language.
• Managing relationships with UK-based outsourcing providers, including service expectations, workloads, quality and turnaround times.
• Improving coordination between outsourced providers and internal teams, resolving operational issues when they arise.
• Supporting the wider operations team with day-to-day priorities, workload planning and problem-solving.
• Managing and developing one direct report through clear objectives, feedback and support.
• Producing and analysing operational MI to track workloads, service performance and the impact of improvements.
• Gathering feedback from colleagues and adapting processes where their experience identifies a better approach.

About you

You’ll bring:

• You must have experience in insurance operations within a Lloyd’s Broker or the London Market.
• A sound understanding of insurance broking workflows and the practical demands on operational teams.
• A track record of improving processes and seeing changes through to successful adoption.
• Strong technology skills, with the ability to understand, 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 support colleagues, manage priorities and provide clear direction to a direct report.
• Strong communication skills, including the ability to explain processes and technical ideas to people with different levels of knowledge.
• A collaborative approach: you listen, take other viewpoints on board and use that understanding to make better decisions.
• The initiative to take responsibility and keep work moving, while recognising when input from the board or colleagues is needed.

You’ll be comfortable challenging an inefficient process while respecting the knowledge of the people using it. You’ll also be willing to get into the detail, help solve day-to-day problems and make sure improvements become part of how the business works.

What’s on offer?

• Competitive salary
• 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 family-owned, independent business with a supportive, team-focused culture.
• 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.

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