Operations Manager - Individual Annuities

Operations Manager - Individual Annuities

Location: London

Type: Permanent

Miryco Consultants is working with a leading UK pensions insurance specialist that is expanding its Individual Annuities proposition and is looking to appoint an Operations Manager to build and run the operational model supporting this new business.

This is an exciting opportunity to join a highly sophisticated financial services organisation and play a key role in establishing the processes, controls, technology integrations and customer journey that will underpin the growth of the Individual Annuities business.

The role would suit an experienced operations professional who enjoys building new processes, managing change and improving customer outcomes, rather than simply overseeing an established BAU operation.

The Role

You will own the operational journey from quote acceptance and application through to premium collection and policy issuance, ensuring the process is efficient, scalable, well controlled and consistently delivers excellent customer outcomes.

Working closely with colleagues across Pricing, Distribution, Technology and Compliance, you will help design and embed the operating model and continually improve it as the business grows.

Key responsibilities will include

• Design, implement and lead end-to-end new business application workflows, from quote acceptance and application through to premium collection and policy issuance.
• Support integrations with key third parties including brokers, platforms and other vendors.
• Oversee the processing of new annuity applications from advisers and intermediaries, ensuring cases progress accurately and within required timescales.
• Act as a key operational point of contact throughout the customer journey.
• Use data and automation to improve processes and support new product launches.
• Develop operational MI and dashboards covering processing times, error rates, customer satisfaction and regulatory KPIs.
• Analyse trends, root causes and emerging issues and use these insights to drive continuous improvement.
• Establish robust controls around data capture, KYC requirements and underwriting referrals for enhanced annuity cases.
• Identify, manage and mitigate operational risks.
• Drive Consumer Duty compliance across operations, including monitoring customer outcomes, complaint root causes and remediation activity.
• Identify and deliver process improvement initiatives to enable the operation to scale efficiently as volumes increase.
• Work closely with Technology, Compliance and other stakeholders on product changes, operational feasibility and regulatory reporting.
• Help establish a high-performing operational framework that can support the future growth of the Individual Annuities proposition.

About You

We are looking for an experienced financial services operations professional with a strong track record of building processes, managing projects and driving operational improvement.

Ideally, you will have:

• Previous experience in financial services operations or a comparable regulated environment.
• Experience setting up new teams, operating models, initiatives or processes.
• Strong project management and delivery skills.
• Excellent attention to detail and a strong understanding of operational controls.
• An analytical approach with evidence of using data and insight to improve processes.
• Experience working across multiple stakeholders and functions.
• Confidence presenting to senior stakeholders and larger groups.
• The ability to challenge constructively and influence decision-making.
• A proactive, solutions-focused approach and the ability to adapt processes where required.
• Strong understanding of customer outcomes and regulatory requirements within a financial services environment.

Why Apply?

This is a genuinely exciting opportunity to join a business that is building a new Individual Annuities operation from the ground up.

You will have the opportunity to shape the customer journey, establish the operational framework, work alongside senior stakeholders across the wider business and influence how the proposition scales as volumes grow.

For an operations professional who enjoys building, improving and solving problems, this offers a rare combination of operational ownership, project delivery and strategic influence within the pensions and insurance market.

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