Head of Operations

INTL Head of Operations - OE06YY

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.

As Head of International Operations, you will lead a high-performing, multidisciplinary team responsible for delivering best-in-class operational performance and customer experience across our Global Specialty International insurance business. This is a pivotal leadership role, accountable for developing, executing, and scaling an operational infrastructure that supports ambitious growth, drives underwriting transformation, and leverages technology (including AI) to optimize processes and outcomes. You will champion a culture of continuous learning, innovation, and engagement, ensuring the team is equipped to meet evolving business needs and deliver exceptional value to customers and internal and external stakeholders

The Head of International Operations will inherit a team of c.40 individuals and will be based in London.  They will report to the International Chief Operating Officer (COO) and will work closely with the other members of the COO’s executive team, including the Head of Data & Analytics, the Head of IT, and the Chief Actuary.  In addition, they will partner closely with senior leadership in The Hartford’s US Global Specialty operations to develop synergies in areas of commonality across the different marketplaces.

Responsibilities

• Lead, inspire, and develop the International Operations team, including direct report management team, by fostering a culture of high performance, collaboration, and continuous improvement.
• Develop and implement operational strategies aligned with business objectives, leading strategic collaboration with Underwriting to elevate day-to-day performance and drive operational excellence.
• Drive the integration of AI and advanced technologies into operational processes, ensuring efficiency, scalability, and data-driven decision-making.
• Oversee the design, implementation, and monitoring of key operational processes, performance metrics, and service level agreements (SLAs).
• Partner with Underwriting, Technology, Data & Analytics, and other business leaders to identify and deliver high-impact process improvements with a focus on underwriting transformation and digital enablement.
• Ensure robust governance, compliance, and risk management across all operational activities, adhering to regulatory standards and company policies.
• Champion workforce upskilling and engagement initiatives, ensuring the team is future-ready and motivated.
• Manage budget and resource planning for the International Operations function.
• Represent International Operations at Underwriting leader and senior leadership forums, serving as a trusted advisor, influencing priorities and communicating progress to executive stakeholders.
• Stay abreast of industry trends, regulatory changes, and market innovations, ensuring the organization remains competitive and compliant.

Key Competencies

• Strategic Leadership: Ability to drive transformation and deliver results in complex, matrixed environments.
• Operational and Continuous Improvement Mindset: Ability to design and implement processes, workflows, and systems that drive efficiencies and optimisation across an organisation.
• Collaborating & Influencing: Ability to gain support, trust, and commitment to act through a variety of direct and indirect methods, including providing data- or metrics-based supporting evidence.
• Driving Results: Ability to execute effectively against strategic plans in order to achieve desired business outcomes.
• Effective Communication: Ability to develop and deliver clear and engaging communications across mediums that are tailored to the level and experience of divergent audiences.
• Building Relationships/Partnerships: Ability to build alliances with numerous stakeholders across a matrixed environment.
• Resilience and Adaptability: Ability to thrive in a dynamic, fast-paced environment, leading teams through change and transformation.

Experience & Skills

• Relevant experience in a senior operations leadership role within the insurance sector, ideally with international exposure.
• Deep understanding of insurance operations, including underwriting, process improvement, and technology enablement.
• Demonstrated experience integrating AI, automation, or advanced analytics into business processes.
• Proven ability to coach, mentor, and develop high-performing teams.
• Strong project and program management skills, with the ability to translate strategy into actionable plans.
• Experience managing budgets and resource planning at scale.
• Knowledge of Lloyd’s and London Market operations is highly desirable.
• Advanced proficiency in data analysis and reporting tools (e.g., Excel, BI platforms).
• Commitment to professional development and regulatory compliance.

Other Personal Attributes

• Foster a culture of inclusion. The belief that different perspectives, backgrounds and experiences are key for success.
• Ability to determine the best path forward in a timely, proactive, and well-informed manner.
• Possesses a growth, building, and optimisation mindset with a keen eye toward achieving long-term success.
• Collaborative and adaptable, eager to learn from and work with others.
• High levels of integrity and emotional intelligence.
• Decisive and ability to act on judgment.

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