AVP – Operations Technology

A leading Annuities group is seeking an AVP of Operations Technology to lead the technology that steers day-to-day operations, scales the business, and improves the customer experience. This role is designed for an operator at heart, someone who understands workflows, capacity, productivity, and service outcomes, and uses technology as the lever to move all of them.

This role will assist in owning technology products embedded in operations: workflow, intake, communications, data, automation,APIs, and emerging AI capabilities that directly impact how work gets done. You will sit at thecenter of operations, product, andtechnology, translating operational pain points intoscalable, measurable solutions that reduce manual effort, improve throughput, and elevate service quality.

Key Responsibilities:

• Lead and scale an operations technology function responsible for the tools that power frontline and back-office operations
• Partner with operations leaders to identify friction, capacity constraints, and service bottlenecks, and translate them into clear, value-driven technology use cases
• Own product direction for workflow platforms, intake and order entry tools, communications (voice, chat, SMS), APIs, data, automation, and AI-enabled capabilities
• Serve as the operational counterpart to IT and engineering teams, ensuring solutions are practical, adoptable, and outcome-focused
• Evaluate and introduce new technologies that materially improve efficiency, scalability, and customer experience
• Define success metrics and link technology performance directly to operational KPIs and OKRs
• Ensure tools are adopted effectively through training, enablement, and feedback loops with end users
• Maintain a strong understanding of emerging operations technologies and how they apply in regulated environments

Skilled Needed:

• 8+ years leading technology-enabled initiatives within operations, preferably in financial services or insurance
• Proven experience owning products or platforms used by call centers, operations teams, or service organizations
• Demonstrated success delivering measurable improvements in productivity, scalability, or service outcomes
• Experience leading cross-functional initiatives across operations, product, technology, and vendors
• Strong familiarity with Agile delivery models and product-oriented ways of working
• An operator’s mindset: you understand how work flows, where time is lost, and how technology changes behavior
• Strong business acumen with the ability to assess ROI, cost-benefit tradeoffs, and operational impact
• Deep empathy for customers and frontline employees; able to amplify their voice through product decisions
• Comfortable operating under ambiguity, setting direction where answers are not predefined

To be considered for the role please apply online or email an updated Resume to William Barclay at Oliver James – [email protected]