Global Head of Operations Credit and Surety
Swiss ReAbout the role
About the Role
We are seeking a strategic, execution-oriented Head of Global Credit & Surety Operations to lead a high-performing, geographically distributed team. This role is accountable for ensuring seamless, end-to-end operational service delivery across the Credit & Surety portfolio, while driving operational excellence, service innovation, and superior customer and stakeholder experiences.
The ideal candidate will bring deep expertise in the Credit Insurance domain, with a background in Bank Trade Finance, Trade Credit Insurance, Commodity Finance, and Political Risk Insurance and in Guarantees and Bond business. Experience in leading global teams through transformation, coupled with strong change management, stakeholder engagement, and operational leadership skills, is essential. A proven ability to manage operations with a data- and KPI-driven mindset is critical.
This role reports directly to the Global Head of Business Services, holds a permanent seat on the Global Credit & Surety Leadership Team, and plays a key role in shaping and executing strategic decisions across the portfolio.
Key Responsibilities
End-to-End Operations Management
- Ensure seamless, efficient, and high-quality delivery of all operational processes from policy administration to customer servicing.
- Oversee policy lifecycle management including policy, guarantee and bond issuance, premium processing, commissions, and fees.
- Establish and maintain robust governance, controls, and scalable workflows to ensure compliance, efficiency, and transparency.
- Continuously review and improve processes to enhance service quality and turnaround times
- Further build out and manage a network of third-party service partners (Banks) according to agreed service levels. To ensure a best-in-class services for our Surety Clients Globally.
Strategic Stakeholder Management
- Serve as the primary point of contact for the Global Credit & Surety portfolio owner on all operational matters.
- Develop and nurture strong relationships with internal and external stakeholders to align operations with business needs.
- Conduct regular performance reviews and provide data-driven insights to ensure alignment with strategic goals.
Service Management
- Develop, implement, and maintain a comprehensive, standardized service catalogue.
- Ensure clarity, transparency, and consistency in service offerings across all relevant markets and customer touchpoints.
- Regularly review and evolve the service catalogue to reflect changing products, regulations, and market requirements.
- Ensure that Credit & Surety Operations teams adopt new market connectivity solutions such as client, broker and partner portals as well as specialized verification portals.
Service Excellence and Continuous Improvement
- Foster a culture of operational excellence, customer focus, and innovation.
- Benchmark performance against industry standards and drive best practice adoption.
- Lead initiatives to digitize, modernize, and automate operational processes.
Operational & Financial Accountability
- Own and manage the operations budget and cost controls.
- Drive a globally consistent operating model with a focus on continuous improvement.
- Oversee risk management, regulatory compliance, and service level agreements (SLAs).
Leadership and Team Development
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