Head of Operations

We are looking for an experienced and driven Head of Operations to lead and oversee branch operations, ensuring the highest standards of service delivery, client satisfaction, operational performance, and team engagement.

• Lead and oversee all branch operations, ensuring smooth and efficient day to day performance.
• Drive high levels of client satisfaction through proactive relationship management and regular client engagement.
• Organise and attend client meetings, ensuring contracted service standards and performance targets are consistently achieved.
• Resolve client concerns and complaints promptly and professionally, maintaining strong and long-lasting relationships.
• Work closely with clients, account managers, colleagues, and stakeholders to understand and exceed client expectations.
• Collaborate across the wider business to ensure a consistent and seamless service offering.
• Monitor operational performance, budgets, and profitability, identifying opportunities for continuous improvement.
• Ensure compliance with regulatory and company requirements, maintaining robust governance and operational controls.
• Drive quality assurance standards through effective quality frameworks, regular audits, coaching, and training initiatives.
• Support senior leadership on strategic and operational projects as required.
• Partner with HR on recruitment, succession planning, employee development, and performance management activities.
• Ensure Personal Development Plans and individual goals are completed and maintained across the team.
• Mentor, coach, and develop colleagues, sharing knowledge and expertise to support career growth and operational excellence.

• Proven leadership and people management experience within a claims, insurance, or TPA environment.
• Strong technical claims knowledge, ideally within Motor and/or Casualty claims, with a good understanding of claims processes and systems.
• Experience leading teams through change while driving operational performance and continuous improvement.
• Excellent organisational and decision-making skills, with the ability to manage competing priorities in a fast-paced environment.
• Strong stakeholder management and relationship-building skills, with the confidence to engage with clients, senior leaders and colleagues.
• Excellent verbal and written communication skills, including reporting and presenting insights.
• A proactive approach to learning, development and achieving high standards.
• #LI-PH1

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being 
• Career development opportunities and ongoing learning 
• A collaborative, people-first culture with accessible leadership 
• The opportunity to do meaningful work with global reach and local impact 

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. Although this role is listed as full-time, if you’re in a job-share partnership, work reduced hours, or have any other flexible arrangement, please still get in touch. We will also offer reasonable adjustments to the recruitment process if required, so please let us know.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)