Platform Change, Delivery and Product Enablement

• Lead the delivery and governance of platform-related change initiatives, ensuring successful implementation of business, regulatory, insurer and customer requirements.
• Own platform demand management and prioritisation processes, balancing commercial opportunity, operational stability, regulatory requirements and technical sustainability.
• Drive continuous improvement across customer journeys, operational processes and platform usability.

Supplier and Partner Management

• Own the day-to-day relationship with platform related technology partners, suppliers and managed service providers.
• Act as the primary escalation and governance point for platform suppliers, ensuring delivery commitments, SLAs, KPIs and operational obligations are achieved.
• Manage supplier performance through formal governance, service reviews, delivery oversight and improvement plans.
• Ensure commercial value is maximised from platform investments, challenging costs, validating change requests and preventing unnecessary complexity or scope creep.
• Coordinate delivery across multiple suppliers and third parties, ensuring accountability, integration ownership and seamless execution.

Platform Risk, Security and Operational Resilience

• Ensure appropriate cyber security, resilience and operational controls exist across the platform ecosystem and outsourced environments.
• Ensure platform suppliers maintain appropriate controls relating to patching, privileged access, vulnerability management, logging, monitoring, backup and disaster recovery.
• Own platform operational risks and remediation activities, ensuring risks are identified, assessed and mitigated appropriately.
• Support operational resilience requirements by ensuring important business services, platform dependencies and recovery capabilities are documented and tested.
• Coordinate platform-related incident management, recovery activities and post-incident reviews with suppliers and internal stakeholders.

Technology Governance and Compliance

• Ensure platform services and associated suppliers operate in accordance with FCA, GDPR, Consumer Duty and internal governance requirements.
• Ensure platform change governance, release management and operational processes are appropriately controlled and evidenced.
• Support audits, regulatory reviews and supplier assurance activities, ensuring remediation activities are managed effectively.
• Maintain appropriate governance over platform integrations, data management, security controls and third-party access.
• Contribute to enterprise technology strategy, architecture and operational governance forums.
• Any other accountabilities as may reasonably be required.

Knowledge, Experience & Skills

Skills and Capabilities

• Compliance and Risk Management - takes appropriate action to ensure compliance and proactively mitigate risk across all internal governance, regulatory and legal requirements relevant to Post Office Insurance within the function
• Strategic Planning – proactively develops and implements strategy within the function and wider organisation enabling business growth
• Customer focus - drives a customer first mindset ensuring that the requirements of Consumer Duty are embedded in functional processes, governance and culture and are at the heart of decisions.
• Commercial acumen – prioritises investment and effectively utilises resources to maximise shareholder returns
• Effective Leadership – engages teams in functional strategy, setting clear expectations and embedding a high-performance culture
• Stakeholder management – able to influence effectively at all levels through timely engagement, communication and development of trusted relationships
• Functional expert – applies advance knowledge of their own specialism in the context of wider organisational requirements
• Change management – leads change, driving improvements in organisational performance and culture achieving the buy in of all key stakeholders

Experience and Qualifications

• Experience of managing insurance platform migration, transformation and operation in an insurance broker organisation, for personal lines products (preferably including Travel and Home).
• Strong understanding and experience of insurance broker and distribution processes, policy administration, insurer integrations (including panel arrangements), aggregators, pricing, data enrichment digital platforms, and customer quote, buy and servicing journeys.
• Proven experience managing outsourced platform providers (including specialised insurance software houses) and technology delivery partners within a regulated environment.
• Strong understanding of platform governance, change management, release management and operational resilience practices.
• Understanding of FCA regulatory requirements, Consumer Duty, GDPR and operational resilience frameworks.
• Experience operating within agile and product-oriented delivery models preferred.
• Experience of working within an insurance platform software house beneficial.