Chief Operating Officer, UK & Ireland

The Chief Operating Officer (COO), UK & Ireland, is responsible for leading the operational execution of the UK & Ireland business operations to deliver profitable growth by expanding our market position, strengthening our specialist expertise, and simplifying how we operate to improve client and customer outcomes, people engagement and financial performance.  

Reporting directly to the Country President, UK & Ireland, the COO serves as the senior executive responsible for transforming strategic objectives into operational outcomes, commercial growth and financial targets. Working in close partnership with the Country President, Executive Leadership Team and operational direct reports, the COO drives operational excellence, workforce effectiveness, service and client delivery performance, commercial growth, digital innovation (inclusive of AI efficiencies), risk management and governance across the business.

The COO will lead the day-to-day management of the operational business, ensuring operational activities, resources, people, processes, and technology are aligned to support growth, customer satisfaction, employee engagement, compliance, and financial performance. The role acts as the primary operational leader for the UK & Ireland business and serves as deputy to the Country President when required.

The position complements and supports the Country President role by providing leadership and accountability for execution, operational and financial performance and growth, and organisational effectiveness, enabling the Country President to focus on strategic growth, market positioning, client relationships, and external stakeholder engagement. 

Responsibilities

• Partner with the Country President to deliver the UK & Ireland business strategy, financial, quality, client and customer delivery, and growth objectives.
• Drive profitable growth through improved client retention/acquisition, share of wallet, and service expansion in priority markets, including but not limited to Specialty, Major Loss, TPA, Lloyd’s and the London Market
• Translate strategic priorities into executable operational plans and measurable outcomes, leading operational activities across the UK & Ireland business and with effective execution, communication and pace.
• Create an environment that promotes accountability, engagement, collaboration and inclusion, aligned to our people-centred culture build on Crawford’s RESTORE values and principles.
• Build market-leading capabilities through workforce planning, talent development, Crawford Academy, and specialist expertise, fostering a culture of client obsession, service excellence, and accountability for outcomes. 
• Ensure operational capability, rationalisation, consistency, capacity and service performance to support the UK&I growth ambitions and deliver a One Crawford client experience 
• Lead operational planning, budgeting, and forecasting activities, ensuring delivery of growth, margin and productivity improvement and targets
• Identify risks and opportunities that impact commercial performance and manage appropriately.
• Lead operational consolidation and simplification through technology, automation, process standardisation, shared service optimisation, and the effective use of data analysis to improve scalability, productivity and profitability
• Contribute to international strategic initiatives, sharing UK&I best practice, and assisting with selected transformation, technology or operational improvement projects.

Qualifications

• Significant senior executive leadership experience across insurance, claims, professional services, consulting, TPA, loss adjusting, and related sectors.
• Experience of working directly with strategic clients, brokers, and executive stakeholders to support client retention, growth and market positioning. 
• Demonstrable track record leading large-scale and complex service operations, delivering profitable growth, operational transformation, margin improvement and positive performance outcomes 
• Track record of building high-performing teams, developing leadership capabilities, and specialist talent pipelines within a professional service or claims environment. 
• Extensive knowledge of UK Claims, Insurance, Loss Adjusting and TPA markets with experience of converting market opportunities into profitable growth through client retention, strategic account management, operational scaling and business transformation. 
• Proven track-record of leading technology, automation, operational simplification, and shared service initiatives to improve productivity, scalability and profitability, preferably across both frequency and expert-led claims services. 
• Strong understanding of insurance regulation, governance, risk, compliance, and operational controls.
• CILA Chartered Loss Adjuster and/or CII Chartered Insurer preferred, other executive level qualifications also welcomed. 
• Experience within a multi-site or matrix-managed international organisation is preferred.