At a Glance
- Tasks: Lead operational improvements and enhance performance across the Consumer business.
- Company: Join Howden, a global insurance group with a strong employee ownership culture.
- Benefits: Flexible working hours, career progression, and a supportive team environment.
- Other info: Diverse workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact by driving change and improving customer experiences.
- Qualifications: Experience in operational improvement and strong analytical skills required.
The predicted salary is between 80000 - 100000 £ per year.
Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries. People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.
Role Purpose
This is a pivotal leadership role responsible for improving operational performance across the Consumer business. Working closely with the Executive Committee and operational leaders, the role will identify inefficiencies, troubleshoot issues, and deliver initiatives that enhance processes, systems, and both customer and colleague experience. Combining strategic oversight with hands-on delivery, the role ensures that ideas translate into measurable improvements in performance, efficiency, and scalability. Alongside this, it plays a critical role in strengthening commercial performance—identifying opportunities for revenue growth, improving customer value, and challenging areas where the business may be under-trading or missing income opportunities. More broadly, the role will help shape the future Consumer operating model, ensuring the business not only runs efficiently today but is also positioned to grow and evolve in line with its longer-term strategic direction.
Key Responsibilities
- Operational Improvement & Troubleshooting
- Partner with regional / Divisional and branch leadership teams to identify operational challenges and performance gaps
- Diagnose root causes of inefficiencies across people, process, and technology
- Act as a trusted advisor to senior stakeholders, providing practical and commercially focused solutions
- Embed a culture of continuous improvement across the business
- Contribute to the evolution of the Consumer business model by identifying how operations need to adapt to future strategic direction
- Process Optimisation
- Review and redesign core operational processes to improve efficiency, consistency, and control
- Drive simplification across customer journeys and internal workflows
- Ensure processes align with regulatory and risk requirements (FCA environment)
- Technology & Systems Improvement
- Work closely with Operations to identify opportunities to leverage technology
- Translate operational needs into clear system and data requirements
- Support optimisation of key platforms (e.g. broking systems, workflow tools, reporting)
- Champion digital adoption across the operational network
- Change & Project Delivery
- Build robust business cases aligned to strategic priorities
- Support adoption and sustainment of change across a geographically dispersed workforce
- Performance & Insight
- Define and track KPIs to measure operational performance and improvement outcomes
- Use data and MI to identify trends, risks and opportunities
- Deliver clear, actionable insights to the Executive Committee
- Ensure benefits realisation is tracked and evidenced
- Stakeholder Management
- Build strong, credible relationships with senior leaders across the business
- Influence decision-making at Exec level
- Communicate priorities, progress, and outcomes effectively
- Commercial Performance & Revenue Opportunities
- Identify areas where the business can grow revenue, improve conversion, or increase customer lifetime value
- Challenge existing trading approaches and highlight gaps or missed opportunities
- Work with leadership to prioritise and shape commercial initiatives
- Provide insight into underperformance across products, channels, or segments and recommend corrective action
- Strategic Evolution & Horizon Scanning
- Develop a forward-looking view of the Consumer operating model, identifying how the business needs to evolve over time
- Support the Executive Committee in shaping the future state of Consumer, aligning with broader strategic work (e.g. Oliver Wyman insights)
- Identify emerging trends, risks and opportunities that could impact the operating model
- Ensure operational improvement activity aligns with longer-term transformation goals
Skills & Experience
Essential
- Significant experience in operational improvement, transformation, or business change roles
- Proven track record of delivering measurable improvements in large, complex multi-site organisations
- Strong understanding of operational environments (ideally within insurance, financial services, or regulated sectors)
- Experience of leading cross-functional projects and influencing senior stakeholders
- Analytical mindset with the ability to translate data into actionable insight
- Strong commercial awareness and customer focus
Desirable
- Experience within a broking or distribution-led insurance environment
- Knowledge of FCA regulatory expectations
- Formal continuous improvement qualifications (Lean, Six Sigma, etc.)
- Experience working with core broking or CRM platforms
Leadership & Behavioural Expectations
- Pragmatic and solutions-focused
- High credibility and influencing capability
- Comfortable operating at both strategic and detailed levels
- Resilient, adaptable, and delivery-focused
- Collaborative, with a strong focus on building capability in others
Success Measures
- Improved operational efficiency (e.g. cost-to-serve, turnaround times)
- Increased consistency across branches
- Successful delivery of key transformation initiatives
- Measurable improvements in customer and colleague experience
- Strong engagement and adoption of new processes and systems
- Evidence of improved revenue performance or identified growth opportunities implemented
- Improved conversion, retention, or customer value metrics
- Tangible commercial contribution from improvement initiatives
What do we offer in return?
A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:
- Our successes have all come from someone brave enough to try something new
- We support each other in the small everyday moments and the bigger challenges
- We are determined to make a positive difference at work and beyond
Reasonable adjustments
We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours or hybrid working. If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.
Head of Operational Excellence in London employer: London Insurance Life
Howden is an exceptional employer that fosters a culture of collaboration and innovation, making it an ideal place for the Head of Operational Excellence role. With a strong emphasis on employee ownership, work-life balance, and continuous improvement, Howden offers numerous opportunities for professional growth and development in a dynamic environment. Located in London, employees benefit from a vibrant city life while being part of a global team dedicated to driving meaningful change in the insurance industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operational Excellence in London
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Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Head of Operational Excellence at London Insurance Life!
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Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like London Insurance Life or be willing to refer you for that Head of Operational Excellence position!
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Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from London Insurance Life who’s on the lookout for their next Head of Operational Excellence star!
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Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Head of Operational Excellence role at London Insurance Life!
We think you need these skills to ace Head of Operational Excellence in London
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at London Insurance Life. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at London Insurance Life
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
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Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
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As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at London Insurance Life. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
