Head of Operations Servicing
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Job Location:
Monthly Salary:
Posted on:
15-10-2025
Vacancies:
1 Vacancy
Job Summary
Contract Type: Permanent
Location: Alderley Edge or Edinburgh
Working style: Hybrid 50% home/office based
Closing date: 17th October 2025
We are seeking to hire a Head of Operations Servicing who will lead and manage all servicing activities across all products ensuring that operational delivery meets customer expectations regulatory standards and business objectives.
This role is central to maintaining and improving the day-to-day servicing experience embedding a culture of continuous improvement and supporting the wider transformation agenda.
It will support Royal Londons strategic ambition by ensuring servicing operations are scalable resilient and aligned with future transformation initiatives including digital enablement and customer journey optimisation
About the role
- Responsible for the operational delivery of all servicing activities across all products.
- Drive operational efficiency and service quality through effective leadership and continuous improvement.
- Collaborate with Distribution Proposition and Technology teams to ensure servicing models support adviser and customer needs and align with strategic initiatives
- Lead and develop a high-performing team focused on customer outcomes and employee engagement.
- Ensure compliance with regulatory and risk frameworks acting as first line of defence.
- Collaborate with internal stakeholders to ensure servicing operations support broader business goals.
- Build and maintain effective relationships with internal stakeholders and external partners including advisers distribution teams and third-party service providers ensuring servicing operations are aligned with broader customer and business needs.
- Contribute to budgetary planning and cost efficiency across the servicing function.
- Actively contribute to transformation programmes ensuring servicing operations are prepared for future state models and digital-first service delivery
About you
- Demonstrable experience in leading large-scale servicing operations within a regulated financial services environment with a proven ability to deliver consistent service outcomes and operational efficiency across multi-site teams
- Deep understanding of customer servicing models and the ability to embed a customer-first culture that drives satisfaction resolution and ease of experience.
- Proven track record of implementing and sustaining continuous improvement initiatives using methodologies such as Lean Six Sigma or Systems Thinking. Ability to identify inefficiencies lead root cause analysis and embed sustainable change.
- Strong working knowledge of relevant regulatory frameworks including FCA PRA IDD and Consumer Duty.
- Experience in managing operational risk within a first line of defence framework. Skilled in maintaining risk registers conducting control testing and responding to audit and compliance reviews.
- Strong interpersonal and communication skills with the ability to build effective relationships across internal teams external partners and third-party suppliers. Experience in influencing senior stakeholders and collaborating across functions.
- Understanding of budget management and cost control within operational environments. Ability to contribute to financial planning and deliver improvements in unit cost and operational efficiency.
- Proven ability to lead coach and develop large teams fostering a culture of accountability engagement and performance.
- Experience supporting or leading operational change programmes including process redesign system upgrades and cultural transformation.
About Royal London
Were the UKs largest mutual life pensions and investment company offering protection long-term savings and asset management products and services.
Weve always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here -Our Benefits
Inclusion diversity and belonging
Required Experience:
Director
Key Skills
- Succession Planning
- Growing Experience
- Expense Management
- Management Experience
- Rackspace
- Laboratory Management
- Senior Leadership
- Operations Management
- Relationship Management
- Leadership Experience
- negotiation
- Taxonomy
About Company
From Pensions to Retirement, Savings, Investments and Life Insurance, Royal London has been helping people plan for life’s financial milestones since 1861.
