Head of Operations

Purpose: In this dynamic role, you will manage the running and continuous improvement of the business's claims and policy servicing operations, a critical component of the Scheme's operational resilience. You will work with the Operations Director and other business functions to ensure Operations supports the Schemes' evolving needs, as well as those of industry participants, vendors and other external stakeholders. No day is the same, so your energy, creativity and problem-solving skills will be put to good use. This role provides significant access to the Executive Committee and other senior business leaders, and exposure to the Board.Principal Responsibilities
▪ Contribute to Strategy: Work with Director of Operations to set the strategy for the
Operations function, in line with overall strategy.
▪ Manage Bordereaux Processing: Provide guidance and direction to the Operations Team
relating to reinsurance bordereaux management, Scheme eligibility, participant
onboarding, industry service and support, claims processing and insurer audits.
▪ Contribute to the management of operational risks and controls: Own the Operations
function's audit findings and actions, and the maintenance of documentation including
policies; procedures; functional designs; specs and requirements; user guides and data
flows.
▪ Inter-function relationships: Develop strong collaboration with key functions including
Reserving, Comms and Transition, Finance and Reinsurance. Work closely with the IT and
change team to align on cross-disciplinary areas like transformation, process, data,
governance, compliance, risk management and internal control.

▪ Market Relationships: Work with the Market Engagement Team to build relationships and
rapport with industry participants including insurers, MGAs and Delegated Authority
schemes that cede directly to the Scheme.
▪ Performance monitoring and reporting: Develop and implement adequate monitoring and
reporting process incorporating MI, KPIs and SLAs. Produce standard reports for the
Operations Subcommittee and the Underwriting and Claims Committees
▪ Continuous improvement: Harnessing insights from performance monitoring & reporting
to aid continuous improvement in Bordereaux processing and operational risk
management.
▪ Routine External Partner Engagement: Own the day-to-day relationship with Operations'
external partners and set the strategic direction and service plans for these engagements.
Work with the Vendors to oversee performance standards, risk management, internal
controls and monitoring and reporting of performance.
▪ Knowledge share: Inspire and support other members of the operations' professionals to
achieve high levels of performance.

Risk Responsibilities
▪ As a manager in a First Line risk function, you will continuously identify, monitor, manage
and report your risks and controls within agreed risk appetites and tolerances. This will
include working with the Risk Team on periodic risk review deep-dives, using the
assessment methodology developed by the Risk Team, and ORSA preparation. In addition
to the 1st Line management of the risks highlighted within Risk Register, you will
also identify and report to the Risk Team on emerging risks

Information Security Responsibilities
▪ As a manager of your functional area, you will be an ambassador for Information Security,
leading by example to instil a security-aware and diligent culture by representing and
promoting Information Security policies. You will act as the representative for your area,
working with the Information Security Officer in respect of matters relating to Information
Security, including but not limited to risk assessments, ensuring required training is
completed and the continuous monitoring, identification and reporting of any suspicious
activities, incidents or emerging concerns.