The Role – Head of Operations
Cobra| Part of PIB Group The Role – Head of Operations Own the end-to-end operational delivery of Cobra Network’s member proposition and the day-to-day management of its risk, compliance and governance arrangements. Ensure Cobra has the people, processes, systems, service standards and controls required to deliver its proposition consistently, safely and efficiently. Provide the operational leadership and capacity needed to support growth, enabling the MD/CEO to focus on strategy, overall business performance and leadership. Ensure Cobra follows agreed governance and risk procedures and meets Group requirements. The role is not the FCA-approved individual.
What you’ll be doing:
- Own Cobra’s operational model, translating business strategy and commercial priorities into practical delivery plans.
- Allocate operational resources and identify capacity, capability and ownership gaps.
- Own the quality and consistency of the operational member journey and day-to-day service delivery.
- Own end-to-end operational onboarding, from planning through to full operational readiness and formal handover to Strategic Account Management.
- Own the Broker Insights/book of business collection process, including schedules, upload timetables, reminders, missing-data workflows and escalation.
- Own Cobra’s operational business requirements for systems and technology, including requirements and workflows for the CRM development site.
- Own the day-to-day management and delivery of Cobra’s risk, compliance and governance arrangements within agreed policies and Group requirements.
- Line-manage the Compliance Consultants, setting objectives, priorities and performance expectations.
- Manage and develop the Membership & Engagement Manager and Compliance Consultants.
- Own Cobra’s business continuity and operational resilience arrangements.
- Maintain a prioritised backlog of operational and proposition gaps, including systems limitations, service gaps, incomplete member journeys, training needs and barriers to adoption.
- Own the agreed operational budget within delegated authority.
- Work with Sales, Trading, Marketing and Commercial Performance & Insight to translate commercial priorities into effective operational delivery.
What we’re looking for:
- Operational leadership and service-delivery experience, ideally within insurance or financial services.
- Experience working in a regulated environment with first-line risk, controls and governance responsibilities.
- Demonstrable delivery of process improvement, operational change and measurable benefits.
- Experience of systems requirements, testing, implementation and user adoption.
- Experience managing people, budgets, resources and competing priorities.
- Strong stakeholder management across commercial, specialist and Group functions.
- Ability to translate strategy into practical operating plans and measurable outcomes.
- Confidence to challenge constructively while respecting delegated authority and independent oversight.
- Personal Attributes - Structured, pragmatic, commercially aware and delivery-focused; comfortable with detail, able to prioritise, collaborative and calm under pressure, with a strong sense of accountability.
Why PIB Group?
PIB Group is one of the UK’s fastest-growing insurance businesses, offering real career progression, professional development, and a collaborative culture where your work truly matters. We encourage our people to be collaborative, with entrepreneurship at our core. We are a fast-paced, growing organisation and an exciting place to be. We also value ambition and creative thinking.
Inclusion & Accessibility
We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce.
We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation, or any other characteristic protected by law.
If you need this job advert in any other format or require any adjustments for your application or during the recruitment process, please reach out to recruitment@pib-insurance.com
We are a dynamic and diversified insurance intermediary group providing specialist insurance solutions across the UK market and Internationally.
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