Cirencester Friendly has announced a series of leadership changes, including the retirement of its long-serving chief operating officer, Shirley Fell.

After more than six years in the role, Fell will step down on 1 November, to be succeeded by Ben Howe, who is being promoted from his current position as director of strategy and transformation.

Fell has overseen a period of significant modernisation at the income protection provider, including a major overhaul of its operating model and the launch of a new online platform. These initiatives have transformed adviser and member services, earning the society a number of industry accolades, including the Institute of Customer Service’s Servicemark with Distinction.

A key part of her legacy has been driving cultural change, leading to Cirencester Friendly’s attainment of Investors in People Gold accreditation in 2023.

Howe joined the society in 2019 and has since led a series of strategic projects to improve efficiency and resilience. As chair of Cirencester Friendly’s Consumer Duty Group, he has also been closely involved in ensuring better outcomes for members.

In his new role as COO, Howe will join the board and take responsibility for customer operations, business change and transformation, and technology.

Fell said: “I have thoroughly enjoyed my time with Cirencester Friendly. It has been an absolute pleasure to work with the brilliant team here and see many pivotal projects come to fruition.

“I am particularly proud of the culture we have built, based on support, inclusion and respect, making Cirencester a truly great place to work. I am delighted that Ben will be stepping up to take over from me.

“Nurturing internal talent and investing in career development is a cornerstone of our culture. I wish the Society every success for the future and I am confident it will continue to go from strength to strength.”

Howe said: “I am both honoured and excited to take on the role of chief operating officer. Having worked closely with Shirley for the past few years, I know I am taking over a function in excellent health, and I hope to make the most of the momentum that has been built, ensuring the Society continues to deliver excellent service and value to its Members.

“Cirencester has ambitious plans for growth, and I’ll relish playing a full role in helping to meet these objectives.”

Chief executive Andy Morris praised Fell’s contribution to the mutual’s transformation and said the succession would be seamless. “I would like to say a heartfelt thank you to Shirley for the dedication and enthusiasm she has brought to the Society, being a key player in transforming the culture of Cirencester to the vibrant and positive environment we all enjoy today,” he said.

“Shirley and Ben have worked closely together over recent years, which has ensured a smooth and seamless transition. We couldn’t wish for a better successor — Ben has consistently demonstrated outstanding leadership, a deep understanding of our business, and a strong commitment to delivering for our Members.”

Cirencester Friendly has also appointed Joanne Safo as a new non-executive director. Safo, founder and chief executive of InsurTech firm Lukango, brings almost 20 years of experience in data, technology and change management across the insurance sector.

Morris added: “I am delighted to welcome Joanne Safo to our board as a non-executive director, whose expert knowledge and insight reflects our desire to make the most of developments in technology to meet Member expectations and achieve our growth ambitions.”