Zurich UK has appointed Paul Norcott as UK operations director with immediate effect, as the insurer continues to strengthen its operational resilience, governance and customer delivery capabilities.
Norcott will also join Zurich UK’s executive committee, embedding operational oversight more deeply within the insurer’s senior leadership structure.
In his new role, Norcott will be responsible for a broad portfolio encompassing operations and information governance, financial crime, business and supplier resilience, and customer operations. The appointment is designed to align operational execution more closely with risk management and customer service outcomes.
Norcott brings broad experience from across the financial services sector, having held senior roles at Tesco Bank, First Abu Dhabi Bank, The Co-operative Bank, Barclaycard, Bank of America and American Express. He joined Zurich in 2024 and now steps into a role that closely aligns operational delivery with risk management and customer service outcomes.
The appointment builds on Zurich UK’s ongoing efforts to reinforce its operational framework, particularly as insurers face increased regulatory scrutiny under the Financial Conduct Authority’s operational resilience regime and a heightened focus on customer outcomes across the insurance value chain.
Norcott’s promotion follows a series of leadership and structural changes at Zurich UK aimed at sharpening accountability and strengthening delivery. Over the past year, the insurer has made targeted investments in technology, governance and customer operations, alongside senior appointments designed to enhance risk management and execution across underwriting, claims and distribution.
The move also reflects a wider industry trend, as insurers increasingly prioritise operational leadership in response to rising regulatory expectations, growing cyber risk exposure and intensifying customer service pressures. Zurich’s emphasis on operational governance and resilience mirrors a broader market focus on ensuring scale, efficiency and compliance keep pace with underwriting growth.
