Multinational Operations Lead

Job Title: Multinational Operations Lead

Reports To: Director, Operations UKI & SA
Location: London

Job Summary
Provide senior leadership across the multinational client service function, ensuring consistent, high-quality service delivery for complex multinational accounts, including captive and reinsurance programmes. The role will oversee operational performance, support the development technical specialists, and act as a key point of contact for senior internal and external stakeholders. The role will also drive process improvement, service consistency, and change across the wider team. 

Key Responsibilities

• Provide senior oversight of multinational client service delivery across the team, ensuring service standards, quality, and timeliness are consistently achieved.
• Support and coach technical specialists to build capability, improve performance, and strengthen succession.
• Act as an escalation point for complex servicing issues, ensuring effective resolution and stakeholder confidence.
• Monitor performance trends and use MI and quality data to identify risks, gaps, and improvement opportunities.
• Ensure appropriate governance, controls, and service standards are maintained across the function.
• Build strong relationships with clients, brokers, underwriters, and internal stakeholders to support retention, growth, and service excellence.
• Represent the multinational service function in senior meetings and contribute to business development and client strategy.
• Partner with Global Client Executives, Operations, Reinsurance, Credit Control, and local offices to ensure seamless delivery.
• Support complex account activity and ensure issues are managed proactively and professionally.
• Act as a trusted senior point of contact for multinational servicing matters.
• Lead or contribute to strategic projects that improve service delivery, efficiency, and operating model effectiveness.
• Identify opportunities to streamline processes, improve controls, and enhance the client experience.
• Support adoption of new tools, systems, and ways of working across the function.
• Promote a culture of continuous improvement, accountability, and collaboration.
• Share best practice and help embed consistent standards across the wider team.
• Coach and develop technical specialists, and early career colleagues to build a high-performing team.
• Support capability building through feedback, training, and knowledge sharing.
• Help create an inclusive, engaged, and accountable team culture.
• Contribute to succession planning and talent development within the function.

Skills and Experience

• Extensive knowledge of multinational insurance servicing and complex programme structures.
• Proven experience in a multinational insurance environment, ideally with captive and reinsurance programme exposure.
• Proven experience leading teams of technical experts and/or team managers.
• Strong stakeholder management and relationship-building skills.
• Demonstrated ability to influence across functions and levels.
• Proven track record of driving change and improving service delivery.
• Strong organisational, analytical, and problem-solving skills.
• Ability to manage complex issues with sound judgement and commercial awareness.
• Chartered Insurance Institute qualification or equivalent insurance qualification desirable.
• Foreign language skills advantageous but not essential.