Head of Operations

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At Zurich Middle East, we believe in empowering people, businesses, and communities to confidently navigate life's opportunities and challenges. As part of Zurich Insurance Group, one of the world's leading insurers, we combine global expertise with local insights to protect what matters most.

Join a collaborative and purpose-driven organization where your expertise and ambition can help shape brighter outcomes for our customers, colleagues, and communities across the Middle East.

About Zurich Workplace Solutions

Zurich Workplace Solutions (ZWS), based in the Dubai International Financial Centre (DIFC), provides workplace savings and financial wellbeing solutions for employers and employees. As the administrator of the DIFC Employee Workplace Savings Plan (DEWS), ZWS plays a key role in supporting long-term financial security through innovative workplace savings solutions.

The Opportunity

We are looking for a talented and motivated Head of Operations to join our team in Dubai, UAE.

In this role, you will oversee the delivery of a high quality and digital customer service enabling strong customer outcomes and business growth in a compliant framework. As a key representative of ZWS, you will build and maintain strong relationships with Trustees, Investment Advisors, regulators, employers, and senior client stakeholders, including C-suite executives within the ecosystem and use feedback and data to drive continuous improvement.

This role requires a strategic and influential leader with the ability to develop high-performing teams, deliver transformative outcomes for customers and stakeholders, and translate business objectives into tangible outcomes.

This role will be based in DIFC, Dubai, UAE.

What you’ll be doing

In this role, you will: 

• Lead and develop a talented Operations team, fostering a culture of innovation, collaboration, and continuous improvement focused on delivering best-in-class member experience (digital and human) and client outcomes.


• Deliver against agreed service standards, regulatory requirements and business objectives.


• Drive operational excellence by leveraging technology, data and insights that drive strong customer outcomes, business performance, governance and risk management and control effectiveness.


• Develop or input to the strategic roadmap of technology ecosystem and customer service enhancements to maintain a market leading edge with ZWS’s unique integrated technology and administration proposition.


• Coach and develop team members to enhance capability, engagement, performance and succession planning.


• Partner with internal and external stakeholders to input into and support strategic business and client priorities.


• Act as the primary operational contact for Trustees, Investment Advisors, regulators and strategic partners.


• Represent Operations in governance forums, client meetings, and executive stakeholder discussions.


• Provide operational insights, reporting, and recommendations to support informed decision-making.


• Manage complex customer issues and escalations, ensuring timely and effective resolution.


• Champion Zurich's values while creating a positive, inclusive, and high-performing work environment.

What success looks like

Success in this role will be demonstrated through:

• Delivery of operational, customer service, and regulatory objectives.


• The knowledge of and ability to leverage technology, data and insights to drive digital transformation focused on members and clients.


• A high-performing, engaged, and empowered operations team.


• Strong governance, risk management, and compliance outcomes.


• Successful implementation of tech-based transformation and service improvements that enhance customer experience, efficiency and controls.


• Developing trusted relationships with key stakeholders, including Trustees, Investment Advisors, employers, regulators, and executive leadership through effective communication and collaboration.


• Effective representation of Zurich Workplace Solutions in governance and external stakeholder forums.

What you bring

Essential Requirements:

• Proven experience leading and developing operational teams within a regulated environment.


• Strong track record of delivering operational excellence and driving continuous improvement leveraging technology, data and insights. Keen understanding of how technology can be leverage to transform customer and business outcomes.


• Experience managing operational performance through service metrics, controls, and business objectives.


• Excellent stakeholder management skills with the ability to influence and engage senior executives and C-suite audiences.


• Strong communication and presentation skills, including the ability to articulate complex business, operational, and governance matters.


• Experience building effective relationships with external partners, clients, regulators, trustees, and investment providers.


• Demonstrated ability to lead change, drive collaboration, and deliver business outcomes.

Preferred Requirements:

• Experience within financial services, insurance, pensions, fintechs or a similarly regulated industry.


• Knowledge of workplace savings, employee benefits, pension administration, or related services and regulations.


• Experience leading business transformation, operational change, or large-scale improvement initiatives.


• Professional qualifications in Operations, Business Management, Leadership, Continuous Improvement, or related disciplines.

Skills and Competencies

Technical Skills:

• Service and operational Excellence leveraging technology


• Performance Management


• Governance & Regulatory Compliance


• Product & Service Management


• Risk & Control Management


• Commercial Acumen

Leadership and Behavioral Competencies: 

• Strategic Leadership


• Executive Presence


• Stakeholder Management


• Relationship Management


• Effective Communication


• Influencing & Negotiation


• Decision Making


• Problem Solving


• Critical Thinking


• Organisational Agility


• Change Leadership


• Collaboration & Networking

Additional Information

Application Guidance:

Please ensure your application clearly demonstrates how your experience aligns with the essential requirements outlined above. Due to the volume of applications received, we will prioritize candidates whose skills and experience most closely match the requirements of the role.