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Head of Operations Servicing

Date: 9 Oct 2025

Company: Royal London Group

Contract Type: Permanent

Location: Alderley Edge or Edinburgh

Working style: Hybrid 50% home/office based

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 London’s 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

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

OurPeople Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We\'ve 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

We’re anInclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.