Head of Fiduciary Operations, UK Region

Company:Marsh

Description:

We are seeking a talented individual to join our Fiduciary Operations team at Marsh. This role will be based in Norwich. This is a hybrid role that has a requirement of working at least three days a week in the office.

This senior leadership role requires a deep understanding of delivering operational service at scale and driving service excellence by client segment across UK and India teams.

A deep understanding of invoicing and fiduciary responsibilities, together with insurance broking operations would be essential to build quickly but is not a prerequisite. 

You will lead a team of deep SMEs and will be accountable for aligning invoicing and fiduciary practices with the company’s global strategic objectives, which you will be responsible for shaping. 

You will drive ongoing change and meet client, and business demands in the UK, as well as playing a key role globally through the Fiduciary organisation.

The Head of Fiduciary will lead and have accountability for all invoicing services, fiduciary services, delivering client service, key performance metrics, ensuring compliance with regulatory requirements, managing fiduciary risk, and driving strategic initiatives to enhance client trust and business growth.

We will count on you to:

• Develop and implement the invoicing and fiduciary strategy for next 3 years aligned with the overall business goals.
• Deliver client service across UK and India operational locations.
• Deliver key service metrics and report regularly to senior leadership.
• Ensure compliance with all relevant laws, regulations, and industry standards.
• Collaborate with legal, compliance, and operational teams to ensure robust governance frameworks.
• Oversee invoicing and fiduciary risk management, including identification, assessment, and mitigation strategies.
• Lead and manage a team of invoicing and fiduciary professionals, fostering a culture of integrity, accountability, and continuous improvement.
• Act as the primary point of contact for invoicing and fiduciary matters with clients and internal stakeholders.
• Drive innovation to enhance client experience and operational efficiency.
• Provide training and development to colleagues.
• Support initiatives across the end-to-end business / operations process by providing technical expertise.
• Work across UK and global operations and business teams to deliver best practice and end to end client service.

What you need to have: 

• Proven relevant experience in a senior role within insurance broking or a related financial services environment.
• Experience consistently delivering exceptional client service and key financial improvements.
• Strong knowledge of operating in a regulated firm and associated risk management principles.
• Demonstrated leadership and team management and development skills working across geographies.
• Excellent communication, negotiation, and stakeholder management abilities.
• Strong analytical and strategic thinking skills.
• Ability to work collaboratively across functions and influence at all levels of the organisation.
• Experience in delivering continuous improvements year on year.
• Proven track record in setting strategic direction and the execution of the delivery plan.
• Strategic thinking and leadership
• Knowledge of Regulatory compliance and Risk management
• Client relationship management and Stakeholder engagement skills
• Communication, storytelling and influencing others
• Strong problem solving and decision making skills.
• Change management experience
• Experience of working across a matrix organisation.

What makes you stand out?

• Relevant professional qualifications are preferred but not essential (e.g., Chartered Insurance Broker, Chartered Accountant, Chartered Fiduciary, MBA or equivalent).

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh Risk is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Marsh Risk, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at [email protected].

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.