{"id":3316372,"url":"https://alion.io/job/dual-operations-manager","title":"Operations Manager","company":{"id":717933,"name":"DUAL","domain":"dualinsurance.com","url":"https://alion.io/company/dualinsurance","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":55,"ghost_share":0,"stale_share":0.564,"repost_share":0.109,"time_to_fill_p50_days":28,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":50000,"max_usd":110000,"period":"year","method":"role_country_seniority_unknown","sample_n":882},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-26T00:00:00Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-30T01:46:50Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Who are we?\nHowden 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.\nPeople 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.\nThe Operations Manager will play a pivotal role in supporting the effective delivery and operational management of the Health & Benefits Transformation & Strategic Programmes portfolio. Reporting directly to the Executive Director, Transformation & Strategic Programmes, the role will provide the structure, coordination and operational grip required to translate strategic priorities into effective delivery across people, process, data and technology.Working across a portfolio of transformation, strategic change, operational improvement and business-critical initiatives, the Operations Manager will work closely with cross-functional teams, including Operations, Client Services, Technology, Data, business leaders, external partners and senior leadership, to ensure initiatives are effectively mobilised, governed, delivered and embedded.The role requires a strategic thinker who is equally comfortable operating at a detailed delivery level. Strong stakeholder management, programme and project management, governance and problem-solving capabilities will be essential, alongside the ability to manage competing priorities, identify dependencies and risks, and drive actions through to conclusion.An understanding of the health and benefits landscape is preferable but not essential. More important is the ability to operate effectively in a complex, fast-paced environment and bring structure, challenge and delivery discipline to a broad portfolio of change. Key ResponsibilitiesOperational LeadershipWork closely with the Executive Director, Transformation & Strategic Programmes to support the effective management and delivery of the transformation and strategic change portfolio.\nProvide operational leadership across initiatives, bringing structure, pace and clarity to priorities and ensuring teams have clear outcomes, ownership and delivery expectations.\nRepresent the Executive Director, Transformation & Strategic Programmes where appropriate, ensuring agreed actions and priorities continue to progress and issues requiring senior intervention are identified and escalated promptly.\n\nPortfolio & Programme Delivery\nSupport the management of a portfolio of transformation, strategic and operational improvement initiatives, ensuring priorities, milestones, interdependencies and outcomes remain visible and actively managed.\nOversee multiple initiatives simultaneously, ensuring appropriate delivery plans are in place and teams remain focused on agreed outcomes, critical milestones and business priorities.\nWork with programme and project leads to maintain delivery momentum, challenge slippage and identify where intervention is required.\nGovernance & Delivery Assurance\nEstablish and maintain effective governance and delivery disciplines across the portfolio, including plans, RAID management, dependencies, decisions, actions and escalation routes.\nEnsure governance forums are focused on decisions, interventions and outcomes rather than status reporting alone.\nProvide appropriate challenge where delivery is at risk and ensure issues are escalated with clear options and recommendations for resolution.\nStrategic Execution\nSupport the translation of strategic priorities into clear and actionable delivery plans.\nWork across the business to ensure teams understand the required outcomes, ownership, sequencing, dependencies and critical path associated with key initiatives.\nMaintain alignment between strategic objectives and day-to-day delivery, ensuring activity remains focused on achieving meaningful business outcomes.\nProcess Improvement & Transformation\nIdentify opportunities to simplify and improve operational processes, controls and ways of working.\nLead and support initiatives designed to improve efficiency, productivity and service delivery, leveraging technology, automation and data where appropriate.\nSupport improvements from initial problem definition and process assessment through to implementation, adoption and benefits realisation.\nOperational Readiness & Change Implementation\nEnsure programmes and solutions are operationally ready before implementation, with appropriate processes, controls, ownership, communications, training and adoption activities in place.\nWork with operational and business teams to identify the impact of change and ensure appropriate readiness plans are developed and delivered.\nSupport the transition of change into BAU, ensuring sustainable ownership is established and that new processes and ways of working are successfully embedded.\nCross-functional Coordination & Dependency Management\nCoordinate activity across Operations, Technology, Data, Client Services and other relevant business functions to ensure delivery is aligned end-to-end.\nIdentify and actively manage cross-programme and cross-functional dependencies, ensuring owners, impacts and required actions are clear.\nBring together stakeholders where issues span multiple teams or require collective resolution and drive actions through to conclusion.\nClient Service Excellence\nEnsure transformation and operational initiatives maintain a clear focus on colleagues, clients and service outcomes.\nWork with relevant teams to identify and resolve operational issues that could affect service delivery, client experience or implementation outcomes.\nEnsure changes are implemented in a controlled way that protects service continuity and supports improved client and colleague outcomes.\nStakeholder Management\nBuild strong relationships with senior stakeholders across the business, acting as a trusted delivery partner to the Executive Director, Transformation & Strategic Programmes.\nEngage effectively with internal and external stakeholders to communicate progress, surface challenges, resolve issues and maintain alignment around priorities and outcomes.\nWork with stakeholders to establish clear accountability and ownership, constructively challenging where actions, decisions or dependencies are affecting delivery.\nManage relationships with external partners and suppliers where required, ensuring commitments, dependencies and delivery expectations are understood and monitored.\nManagement Information, Reporting & Analytics\nDevelop clear, concise and decision-led reporting across the portfolio, providing senior stakeholders with visibility of progress, outcomes, risks, dependencies and areas requiring intervention.\nEstablish and monitor appropriate KPIs and measures of success, using data and management information to support decision-making and identify opportunities for improvement.\nEnsure reporting provides meaningful insight rather than simply documenting activity or status.\nBenefits Realisation & Outcomes\nSupport the definition of measurable outcomes and benefits for transformation and strategic initiatives.\nWork with business owners to ensure benefits, adoption and operational improvements are tracked following implementation.\nEnsure programmes remain focused on delivering the intended business outcomes and identify where corrective action may be required.\nTeam Development & Ways of Working\nSupport and develop colleagues involved in programme and operational delivery, encouraging strong governance, accountability and collaborative ways of working.\nPromote a high-performance culture where individuals understand their responsibilities and feel empowered to resolve issues and progress delivery.\nProvide mentoring and guidance to junior operational, programme or project colleagues as required.\nCompliance & Risk Management\nEnsure transformation and operational activities are delivered in accordance with relevant regulatory requirements, internal policies, governance standards and best practice.\nProactively identify and manage operational and programme risks, working with appropriate stakeholders to establish effective mitigations.\nEnsure changes are implemented with appropriate controls and that risk and compliance considerations are incorporated throughout the delivery lifecycle.\nRole ProfileEssential Skills and Experience\nProven experience of working in an operations, transformation, programme or portfolio management role within a complex organisation, ideally within financial services, insurance, employee benefits or a consultancy environment.\nStrong experience of managing multiple complex projects, programmes or change initiatives simultaneously.\nDemonstrable experience of programme governance, delivery assurance, RAID management, dependency management and executive reporting.\nStrong understanding of how to translate strategic priorities into structured delivery plans and measurable outcomes.\nExperience of working across business, operations, technology, process and data-led change.\nStrong stakeholder management skills, with the confidence and credibility to engage, influence and constructively challenge senior stakeholders.\nAbility to bring structure and clarity to complex or ambiguous situations and drive activity through to conclusion.\nStrong analytical and problem-solving capabilities, with the ability to interpret operational and programme data and translate it into actionable insight.\nExperience of supporting organisational or operational change through implementation and into BAU.\nExcellent organisational and time-management skills, with the ability to manage competing priorities and remain focused on critical outcomes.\nStrong verbal and written communication skills, including the ability to present complex information clearly and concisely to senior audiences.\nComfortable working independently and exercising judgement regarding when issues require escalation or senior intervention.\nProficient in the use of project, programme, CRM and data/reporting tools.\nDesirable Skills and Experience\nExperience within health and benefits, employee benefits, insurance or a similarly regulated industry.\nExperience delivering transformation spanning people, process, data and technology.\nExperience of technology-enabled transformation, automation, process optimisation or digital change.\nExperience supporting operational readiness, organisational change, adoption and transition into BAU.\nKnowledge of financial management, budgetary control and benefits realisation.\nExperience working with external technology providers, insurers, suppliers or strategic partners.\nA background in programme/project management, process re-engineering, change management or continuous improvement.\nRelevant professional qualifications in programme/project management, change, insurance or continuous improvement are desirable.\nPersonal Attributes\nStrong strategic thinking combined with a willingness to get into the detail required to move delivery forward.\nHighly proactive and comfortable taking ownership rather than waiting for direction.\nStrong problem-solving skills and the ability to bring structure to complex or ambiguous situations.\nCommercially minded and focused on tangible business outcomes.\nConfident and credible when working with senior stakeholders.\nComfortable constructively challenging stakeholders and holding others accountable for commitments and actions.\nAble to connect activity across multiple programmes and recognise wider dependencies and implications.\nCollaborative, pragmatic and solutions-focused.\nHigh level of emotional intelligence and strong relationship-building 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