Employment Type
Permanent
Location
Role Profile
We have an excellent opportunity for a Head of Operations Change & Delivery to join our growing Operations Department at Mediolanum.
The role holder will join as a hands on operational leader, accountable not only for shaping change but for personally driving, implementing, and embedding it into day to day Operations across Middle Office, Fund Operations, Fund Services, and Life Operations.
From the outset, the role is focused on execution in a live operational environment. The role holder will work directly with operational teams, vendors, and technology partners to implement process, system, and outsourcing changes while maintaining service continuity and regulatory compliance.
The successful candidate will have direct ownership of the review and implementation of changes to processes, controls, systems, data flows, and outsourcing arrangements. Co leading with the COO you will manage the delivery and rollout of a target operating model, converting design decisions into operational reality.
In addition, you will be actively driving the technology and data roadmap, including hands on involvement in system changes, automation delivery, testing, and cutover and executing a practical reset of the outsourcing model, embedding revised SLAs, controls, and governance into business as usual operations.
Following successful delivery journey of this implementation focused phase (expected within ~18 months), the role holder will be a lead contender for a potential transition to Deputy Chief Operations Officer, with shared accountability for the ongoing management and performance of Operations. You will also be a candidate in the succession hierarchy to become Chief Operations Officer when/if a transition takes place.
Duties
* Lead, with operational management, the implementation of changes to processes, controls, and governance across all Operations functions.
* Translate operating model decisions into detailed procedures, roles, responsibilities, and controls embedded in BAU.
* Actively remove inefficiencies by changing workflows, reallocating work, and eliminating manual and non value adding activity.
* Maintain a visible presence within teams during delivery to ensure adoption, training, and accountability.
* Take direct responsibility for delivering system and automation changes, not just defining requirements.
* Act as business owner for operational platforms, automation, AI use cases, and data/reporting tools.
* Lead user acceptance testing, control validation, data migration, cutover, and post implementation stabilisation.
* Ensure technology changes result in tangible improvements in efficiency, controls, and service quality.
* Actively manage day to day engagement with key service providers during periods of change.
* Implement revised SLAs, KPIs, control artefacts, and reporting frameworks into routine operational oversight.
* Lead vendor transitions, onboarding, and parallel running activities where required.
* Design, maintain, and operationally test exit, substitution, and redundancy strategies to ensure resilience and continuity of service.
* Embed redesigned controls directly into processes and systems rather than relying on stand alone frameworks.
* Personally oversee remediation of operational risk findings related to change delivery.
* Ensure documentation, evidence, and audit trails are maintained throughout implementation.
* Deliver change alongside live operations, balancing pace, risk, and regulatory expectations.
* Take direct accountability for delivery outcomes, not advisory recommendations.
* Communicate clearly with senior management on progress, risks, and delivery trade offs.
Following successful completion of the delivery phase, the role will expand to include:
* Shared responsibility with the COO for overall operational performance and resilience.
* Ongoing ownership of operational budgets, vendor performance, and service quality.
* Leadership and development of Operations management teams, with a focus on capability building and succession planning.
Skills & Competencies
* Ownership Mindset: takes personal responsibility for delivery and outcomes.
* Pragmatic Execution: converts strategy into workable operational solutions.
* Credible Operator: trusted by teams through visible, hands on leadership.
* Integrity & Accountability: maintains high ethical and delivery standards.
Qualifications & Experience
* 15+ years' experience running and transforming financial services operations, within Asset Management and/or Life & Pensions.
* The ideal candidate will have experience working in a consultancy capacity supporting Asset Management and/or Life & Pensions Clients Operational transformations.
* Demonstrated accountability for delivering change into live production environments.
* Deep understanding of outsourcing models, vendor governance, and regulated operating environments.
* Strong experience implementing technology and data solutions as an operational owner.
Applications Close Date