Head of Customer Service Operations

Head of Customer Service Operations

We’re looking for a dynamic and experienced Head of Customer Service Operations to lead Aviva’s shared customer services across Insurance, Wealth, and Retirement. This is a senior leadership role where you’ll drive operational excellence, regulatory compliance, and customer-focused delivery across contact centres, new business, communications, and financial processing. You’ll play a key part in shaping strategy, embedding a high-performance culture, and delivering exceptional customer outcomes. This is an exciting opportunity to influence transformation and make a real impact on Aviva’s future.

Duties and Responsibilities

• Lead large-scale shared service functions, including contact centres, new business processing, customer communications, and financial operations.

• Drive operational efficiency and service excellence through robust governance, performance management, and continuous improvement.

• Ensure compliance with regulatory frameworks and deliver accurate, timely responses to regulatory requests.

• Champion customer experience, including complaint resolution and support for vulnerable customers.

• Manage budgets, optimise resources, and lead a team of c.140 colleagues across onshore and offshore operations.

Skills and Experience

• Proven experience leading large-scale shared service or contact centre operations.

• Strong knowledge of Irish regulatory frameworks, including the Consumer Protection Code.

• Demonstrated ability to lead cross-functional teams and drive performance.

• Expertise in governance, risk management, and operational resilience.

• Excellent leadership and coaching skills with a track record of building high-performance cultures.

• Professional certifications such as QFA, APA, or relevant contact centre leadership qualifications.

Fitness and Probity 

This is a Regulated Role and will be subject to enhanced pre-employment screening procedures. There will be an on-going requirement for the role holder to maintain fit and proper status

What will you get for this role?

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too.  And one of the ways we live up to that promise is by investing in you.  We have so much to offer when it comes to being an Aviva colleague.

• A competitive market leading salary depending on skills, experience, and qualifications

• Generous pension (employee contribution matching of up to 14% if you contribute 8%)

• Annual performance related bonus and pay review

• Holiday allowance of 29 days plus bank holidays, and the option to buy/sell up to 5 additional days

• Generous Health & dental insurance contributions after six months

• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme

• TaxSaver Travel Scheme

• Up to 40% discount for some Aviva products plus discounts for Friends and Family

• Professional qualification support and transparent career progression plans

• Brilliantly supportive policies including parental and carer’s leave

• Flexible benefits to suit you, including sustainability options such as cycle to work

• Make a difference, be part of our Aviva Communities and use your paid volunteering days to help others

• We take your wellbeing seriously with lots of support and tools

Aviva is for Everyone

Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending at least 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

We prefer all applications to be submitted online, however if you require an alternative method of applying please contact Martyn Biddulph at martyn.biddulph@aviva.com