RSA Head of Platform – UK & Ireland

Overview

As Platform Leader for the RSA operations platform, you will own end-to-end delivery and performance for a large-scale roadside assistance platform supporting UK & Ireland clients. You will align platform execution with client SLAs, compliance, and operational excellence, partnering with technology, HR, training, and compliance teams. You will drive workforce planning, process mapping, analytics, and continuous improvement to scale operations. Your leadership will shape a high-performing, 24/7 operation that delivers reliable customer support and emergency response, while expanding partnerships and AI-enabled capabilities. This role offers a strategic, cross-functional leadership opportunity

Responsibilities

• Own RSA operations platform and oversee end-to-end delivery for internal operations
• Manage workforce planning, process mapping, technology integration, and governance
• Ensure platform operations meet SLAs, compliance, and performance goals
• Collaborate with technology, HR, training, and compliance teams for readiness and scalability
• Oversee day-to-day UK & Ireland RSA operations and drive productivity across the service lifecycle
• Utilize data analytics to monitor performance, identify gaps, and implement improvements
• Manage budgeted operation performance and cost controls
• Build and lead managers, team leads, and frontline staff with coaching and development
• Interface with client senior leadership; own operational governance and escalations
• Foster AI readiness with data governance, security, and ethical use

Key requirements

• 10–15 years of experience in platform or operations management
• Proven track record of setting up and managing end-to-end platforms in a high-complexity, client-facing 24/7 environment
• Experience managing global clients and stakeholders, preferably in automotive or RSA sectors
• Strong understanding of KPIs, SLAs, operational analytics, and reporting tools
• Ability to thrive in a fast-paced, startup-like setup
• Previous experience managing UK/Europe-based clients
• Exposure to RSA, emergency response, or auto-assistance operations
• Excellent leadership, communication, and stakeholder management skills

• leadership
• communication
• stakeholder management
• data analytics
• performance metrics monitoring
• reporting tools

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