Listen, learn & understand
Listen to teams, understand customer needs and use evidence to identify the changes that matter most.
People-first leadership · Operational excellence
Developing people.
Driving performance.
I'm Max King, an operations and transformation leader who believes exceptional business results begin with exceptional people.
Building cultures · Creating lasting impact
CAREER-WIDE ACHIEVEMENTS
A career defined by measurable impact.
Selected achievements from different organisations, operational functions and stages of my career.
£3.2mAdditional commercial value generated
+120%Productivity improvement in an established team, without additional headcount
7×Growth of a separate claims operation, from 6 to 43 colleagues
£170k+Operational savings delivered within a single year
Each result reflects a distinct challenge, supported by people-first leadership, process redesign and sustained operational improvement.
About me
Leadership with people at its heart.
I have led operational functions across insurance, financial services, claims management and customer experience, bringing together commercial performance, meaningful change and a genuine commitment to developing people.
My approach is straightforward: invest in colleagues, challenge inefficient processes, create clarity and give teams the tools and confidence to do their best work.
“Sustainable improvements come from giving teams the tools, confidence and leadership they need to succeed.”
Operational LeadershipBusiness TransformationPeople DevelopmentCustomer ExperienceChange ManagementPerformance ManagementClaims ManagementOperational Strategy
My leadership approach
Building strong foundations.
Creating lasting results.
I believe sustainable performance starts with understanding the people, processes and customers behind the numbers. My approach combines clear priorities, practical improvements, coaching and accountability.
Simplify & standardise
Make processes easier to follow, clarify ownership and measure the outcomes that create value.
Develop & empower people
Build confidence through coaching, constructive feedback, shared standards and meaningful accountability.
Improve the customer experience
Connect teams around the customer journey, improve communication and resolve the causes of recurring issues.
A consistent leadership framework, adapted to each team, business and operational challenge.
Experience & professional development
From frontline operations to strategic leadership.
A career shaped by progression, increasing responsibility and a commitment to developing people — from frontline service through operational management to departmental leadership and the Senior Leadership Team.
2024–2026
Head of Claims | Strategic & Operational Leadership
Progressed from Claims Operations Manager to Head of Claims, becoming the youngest member of the company’s Senior Leadership Team. Held strategic and operational accountability for the end-to-end claims function, leading transformation, people development and performance improvement. Directed the growth of a six-person claims team into a fully established 43-person operation, while rebuilding Quality Assurance and Voice of the Customer functions.
2019–2024
Operations Manager · Large-Scale Business Leadership
Progressed into leadership of a major insurance and financial-services operation, overseeing managers, team leaders and a wider workforce of more than 90 colleagues. Developed leadership capability, improved operational performance and delivered significant commercial value and cost efficiencies.
2016–2018
Commercial Account Manager · Client & Revenue Responsibility
Built commercial expertise through ownership of key client relationships, account performance and revenue-focused service delivery — strengthening the commercial judgement that would underpin later operational leadership.
2012–2016
Healthcare Operations · Frontline to Management
Started in frontline reception and progressed into Medical and Administration Manager, gaining hands-on experience of service delivery, people management and the day-to-day leadership of a busy healthcare operation.
Education & professional development
The Open University
Work and Family Studies · Further learning across leadership, management and organisational development.
People management and leadershipProject managementImproving organisational practiceDeveloping a coaching cultureManaging change in the digital world
Selected areas of study and professional development. Individual completion dates and credentials can be added when confirmed.
“You cannot build a high-performing business without first building a high-performing team.”
MAX KING · LEADERSHIP PHILOSOPHY
Let's connect
Great conversations create
great opportunities.
I'm always happy to connect with people who share an interest in leadership, operational excellence, people development and meaningful business transformation.
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