Chief Operations Officer

Key Duties:

• Strategic and Operational Leadership
• Contribute to SWAN's strategy and lead the operating priorities for Swan Life Ltd, Swan Pensions Ltd and Swan Actuarial Services Ltd activities. Set clear targets, align resources with strategic priorities, and keep the Group Chief Executive Officer and the Board informed of progress, risks and key decisions.
• Life Insurance
• Oversee life insurance operations, including new business, policy servicing, claims, surrenders and maturity benefits. Ensure transactions are handled accurately, fairly and on time, with input from the relevant technical, financial, compliance and distribution teams.
• Pension Administration and Retirement Solutions
• Oversee pension administration and retirement solution operations, including contributions, member records, transfers, retirements, withdrawals and benefit payments. Ensure compliance with scheme rules, trust deeds, laws, regulatory requirements and client mandates, and maintain effective working relationships with trustees, employers, members, fund managers and pension committees.
• Actuarial Services
• Oversee the actuarial function's priorities, resourcing and performance. Ensure actuarial work is delivered on time, uses reliable data and is subject to appropriate review, and coordinate with business teams so actuarial input supports operational, financial and regulatory decisions.
• Service Standards and Operational Quality
• Set and monitor service standards for key operational processes. Drive initiatives aimed at improving customer retention, loyalty and overall customer experience. Ensure work is completed accurately, consistently and on time, and that service issues are followed up and resolved.
• Risk, Compliance and Governance
• Ensure operations comply with applicable insurance, pensions, financial services, data protection, AML, governance, audit and regulatory reporting requirements. Maintain effective controls and work with Risk, Compliance, Internal Audit, external auditors and regulators to address findings.

• Systems and Processes Improvement
• Lead system, digital and process improvements that make operations simpler, faster and more reliable. Oversee changes to operational platforms, reporting tools and workflows, with appropriate controls and user adoption support. Promote innovation and the adoption of best practices across the organisation.

• Financial Stewardship and Resource Management
• Contribute to the development and execution of the Company's financial and business plans. Oversee operational budgets and ensure prudent utilisation of resources. Support the achievement of profitability and efficiency objectives through effective operational management.
• Business Continuity and Operational Resilience
• Oversee the development, implementation and testing of business continuity and disaster recovery plans. Ensure operational resilience and preparedness for disruptions and crises. Coordinate response and recovery activities during significant operational events.
• People Leadership and Capability Building
• Lead operational and support teams by setting clear goals, reviewing performance and holding teams accountable. Develop team capability through coaching, cross-training, succession planning and knowledge sharing. Ensure appropriate workforce planning and talent management practices are implemented.
• Stakeholder Management
• Manage relationships with key external stakeholders, including regulators, trustees, employers, auditors, intermediaries, technology partners and service providers. Collaborate with business leaders to ensure alignment between operations and business objectives. Ensure expectations, service issues and commitments are handled clearly, promptly and professionally.