Head of Operational Assurance

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Hybrid role – with a requirement for at least 1 day per week in our New Malden or Sheffield office.

About Homeprotect

We founded Homeprotect on a simple principle – to provide protection to people underserved by the home insurance industry.

We’re experts at insuring people who want to build or buy a unique property, renovate, rent a home or leave it unoccupied. We can cover people who travel a lot, run a business from home or even collect rare treasures. We protect people who love living in a listed building, having a view of a river or sunbathing on a flat roof.

We can do this because our smart tech enables our customers to get an instant, online quote to cover a huge range of complex needs and our UK customer support teams are on hand to provide information and support when only a real person will do.

Our insurance has already empowered hundreds of thousands of people to protect their homes and the things they love. But we’re not content with being the leading provider of what’s called “non‑standard” insurance. We believe there’s no such thing as “standard.” We’re all unique and we all deserve home insurance designed with our individual needs in mind – something our combination of real people and smart tech enables us to do.

Our simple promise? Whoever you are and wherever you live, with Homeprotect we’ve got you covered.

What It’s Like To Work Here

Our customers come from all walks of life and so do our people. We’re a small but perfectly formed team, made up of insurance industry specialists alongside a diverse mix of technologists, data scientists and customer and marketing champions from all sorts of industries and backgrounds. We all bring our individual expertise, an appetite for innovation and a shared ambition to empower people to protect their homes and the things they love.

Working in a fast‑paced environment where change happens regularly is how we do things. We also recognise that you do your best work when you have the right balance, and that’s why we have fully embraced hybrid working, and in some cases, fully remote working, giving our teams the flexibility to choose the right location and working hours that fit them. We prefer to focus on the outputs of their work, not where they complete it. That said, there will be times when getting together in one location makes sense, but day‑to‑day, our teams have the freedom to decide where to work and we trust that they’ll make the right decision balancing the business needs and their own preferences.

Most companies think their culture is great, but at Homeprotect we have the proof to back this up. We have been recognised externally as a Great Place to Work for the last six consecutive years.

Key Accountabilities

Reporting directly to the Chief Operating Officer this role is accountable for the following business critical areas:

Operational Resilience

• Own and maintain the organisation‑wide Operational Resilience framework, ensuring alignment with UK regulatory requirements
• Lead the refresh and testing of Important Business Services (IBS), impact tolerances, mapping and scenario testing activities
• Coordinate with business areas to ensure resilience risks, issues and vulnerabilities are identified, documented, and mitigated

Risk & Control Management

• Maintain and update Customer Operations risk registers, ensuring risks are accurately assessed, scored, and monitored
• Oversee the design, implementation, and testing of key operational controls across Customer Services and Claim Operations
• Provide challenge and support to risk owners to ensure effective risk mitigation and control operation

Regulatory Impact Assessment

• Conduct assessments of existing and emerging industry regulation (e.g., FCA, ICO) and evaluate operational impacts
• Translate regulatory requirements into clear business actions and monitor completion
• Act as a subject matter contact for regulatory change across customer‑facing operations

Change & Transformation Support

• Provide risk and resilience input to change initiatives, digital transformation projects, and process redesign
• Undertake formal risk assessments for change, ensuring risks, dependencies, and controls are understood and addressed
• Support project teams with compliance considerations and readiness for regulatory change

Supply Chain & Third‑Party Risk Management

• Partner with the supply chain management team to ensure third‑party arrangements integrate with the overall assurance framework
• Support oversight of supplier resilience, risk assessments, controls, and performance monitoring
• Contribute to reviews of third‑party incidents, service gaps, and contractual assurance requirements

Incident & Issue Management

• Work with the Group‑wide Incident Manager to provide customer assurance on ongoing incidents and emerging issues
• Support proactive identification of potential operational incidents and coordinate mitigation actions
• Assist with root‑cause analysis, lessons learned exercises, and tracking of follow‑up actions

Fraud Strategy & Oversight

• Lead and coordinate the group‑wide fraud strategy, ensuring alignment across Customer Services, Claims, and all business units
• Monitor fraud trends, emerging threats, and industry developments to inform prevention and detection activities
• Work with fraud operations, data teams, and suppliers to strengthen controls, maintain regulatory compliance, and mitigate fraud risk
• Support the development of fraud‑related policies, reporting, and governance

Reporting & Stakeholder Communication

• Produce high‑quality risk, resilience, fraud, and assurance reporting for senior leadership, committees, and regulators
• Communicate risk and fraud insights clearly to operational teams, senior managers, and external stakeholders
• Promote a strong risk, fraud awareness, and compliance culture across customer operations

Requirements

Technical & Professional Skills

• Strong knowledge of Operational Resilience, business continuity, and FCA regulatory obligations
• Good understanding of risk management frameworks, control design, and assurance methodologies
• Experience in insurance operations, ideally in home insurance, customer service, or claims
• Understanding of fraud detection, prevention controls, and regulatory expectations within the insurance sector
• Ability to interpret and communicate regulatory change in a practical, business‑focused way
• Understanding of third‑party risk management and supply chain assurance
• Experience supporting incident management, risk assessments, or operational change

Analytical & Problem‑Solving Skills

• Ability to analyse operational processes, resilience vulnerabilities, and fraud risks, recommending actionable improvements
• Strong critical thinking with the ability to challenge constructively
• Data‑literate with the ability to interpret risk metrics, control results, fraud trend data, and incident patterns

Communication & Stakeholder Skills

• Clear and confident communicator able to explain complex risk, resilience, and fraud concepts in simple terms
• Skilled at building relationships with operational teams, fraud specialists, risk owners, project managers, and suppliers
• Influential and credible with senior leaders and cross‑functional stakeholders

Personal Attributes

• Proactive, organised, and able to manage multiple priorities simultaneously
• Strong attention to detail with a structured and methodical approach
• Confidence to provide balanced challenge while supporting continuous improvement
• Committed to maintaining high standards of governance, compliance, fraud prevention, and customer outcomes

Benefits

We think we have a fantastic company culture and welcome new team members with open arms. We also offer a great range of benefits, including:

• A genuinely flexible approach to work. We are really supportive of you flexing your hours and location to help you keep everything in your life in balance
• Opportunities to focus on your professional growth whether that’s through training or other personal development opportunities – we want you to build your long‑term career with us
• Discount of 50% when you choose to take out a home insurance policy with us
• An in‑house wellbeing programme including seminars and workshops from wellbeing coaches and professionals
• Home working starter kit and money to spend on additional equipment you may need
• Charitable giving scheme, so you can donate to our partner charity, or one of your choices
• The opportunity to work alongside brilliant people, because this isn’t something that every organisation can offer!

On top of that, we also offer all the standard stuff, like:

• 25 days’ holiday (plus bank holidays) and the ability to buy and sell >5 days annually
• Private medical cover for all employees
• Financial Advice with Octopus Money
• Life insurance
• Annual discretionary bonus scheme
• Pension contribution
• Free fruit and really good coffee for the days you come into the office
• Local and national retail discounts

Unique As Standard

We’re proud to be an equal opportunity employer, and actively encourage applications from all backgrounds, as long as you meet the knowledge, skills and experience criteria for the role and have the right to work in the UK. We think everyone can excel in the right environment – no matter your gender, age, ethnicity, sexual orientation, religion, disabilities or beliefs. We believe in celebrating difference, and everything that makes both our customers and people unique, by creating an environment where everyone can thrive.

We encourage you to let us know if you need any extra help with your application, or if you have any requirements at any stage of the recruitment journey.

Equally, lots of our staff at Homeprotect work flexibly and in a variety of ways, whether that’s different core hours or remote working. Please chat to us at your application or interview stage about the flexibility you need, as we’re always happy to explore what’s possible for the role.

Your data will be maintained in line with our “recruitment data privacy policy” found here.

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