Operations Performance Lead

About the Role: The Operations Performance Lead
is a senior operational leader responsible for designing, embedding and running the performance management capability across LII. Reporting into the Head of Operations Excellence, this role will own the end-to-end performance framework that translates strategy into measurable KPIs, targets, provides timely and actionable management information, and drives accountability to meet our five year objectives. The role combines operational analytics, capacity & workforce planning, SLA/contract performance, quality assurance and performance coaching to optimise productivity, service quality and cost across regions and functions.

Key Responsibilities:

• Design, implement and maintain a global operations performance framework aligned to LII strategic objectives and the Operations Excellence operating model.

• Develop, implement and drive adoption of standard KPIs and metrics to measure business performance

• Drive a culture of data driven decision making and embedding of KPIs and reporting tools into mgmt. forums

• Own the management information frameworks, requirements, methodologies and toolkit to establish a single-source-of-truth on operational health for regional and global leaders.

• Lead forecasting, capacity & demand planning and scenario modelling to ensure optimal resourcing across regions, products and channels, including build vs buy/outsourcing decisions.

• Set and manage performance targets (productivity, quality, cycle times, cost-per-unit, customer experience measures) and drive continuous improvement to meet or exceed targets.

• Establish and run regular performance governance (ops reviews, SLAs reviews, supplier scorecards) and ensure issues are escalated and remediated with clear action plans.

• Conduct root-cause analysis and lead performance improvement programmes in partnership with Operations Excellence, regional operations and process owners.

• Oversee quality assurance and measurement frameworks that feed into performance metrics and customer experience improvement.

• Provide insight-driven recommendations to senior leaders to inform strategic decisions (resourcing, sourcing, operating model changes) and influence change.

• Lead, coach and develop the performance team, creating clear career paths and fostering a culture of accountability and continuous improvement.

• Support transformation and strategic initiatives by providing business analysis, performance impact assessments and measurement plans.

• Promote best practice in performance management across regions, ensuring consistency and alignment with GRS global operations efforts.

• Act as a trusted advisor to business functions on performance-related matters and help integrate customer experience metrics into operational decision-making.

• Adherence to all relevant regulatory requirements forms part of your role, and the demonstration of behaviours as set out in the Conduct Risk Policy, as they relate to your role, is core to LSM's commitment to our Liberty Values, placing customers at the centre of our business and behaving with integrity. LSM expects you to understand your responsibilities relating to all regulatory and internal requirements, and to proactively demonstrate compliance with these requirements and behaviours at all times. These requirements include the Senior Managers and Certification Regime Conduct Rules ,Solvency II, fair treatment of customers, Financial Crime, Data Protection, Conflicts of Interest, and Whistleblowing

Experience & skills:

• Proven experience in a senior operations performance, MI/analytics, workforce planning or operational improvement role within the insurance sector or a complex global services environment.

• Demonstrable track record of designing and operating performance management frameworks, management reporting, forecasting and capacity planning at scale.

• Strong analytical capability with experience of building dashboards and automated MI using BI tools (Power BI/Tableau/Qlik), advanced Excel skills and familiarity with SQL/data modelling.

• Experience partnering with transformation teams and using data to quantify operational impacts and business cases.

• Solid understanding of quality frameworks, SLA management and vendor/KPI governance.

• Knowledge of process improvement methodologies (Lean, Six Sigma) and experience applying them to drive measurable improvements.

• Excellent stakeholder management and influencing skills; able to work effectively with senior leaders across regions and functions.

• Strong leadership and people development experience; proven ability to build high-performing teams.

• Commercially minded with the ability to translate operational metrics into cost and value implications.

• Experience with workforce management tools and resourcing optimisation is desirable.