Description
Job Purpose
To implement strategy within his/her area of operation. To ensure a value-added experience to clients by partnering them on business and day to day operational issues and expectations.
Job Dimensions
Knowledge and Expertise
Competent in specialty insurance domain with sound understanding of London insurance market, placement, wholesale insurance broking and reinsurance market.
Job Complexity
Specialty Insurance Operations
Client Relationships
Provide single point of contact for client, manage day to day operations communication with client.
Communication Skills Influencing
Financial Impact
Supports in cost management through achievement of functional goals, process improvements and improved cross utilisation.
Principle Accountabilities
1. Delivering to the Customer / Client
• Managing & exceeding stakeholder holder expectation. Client interaction as and when required; incorporate feedback into the ecosystem.
2. Operational Excellence
• Deliver quality by building a knowledge organisation and encouraging, leading and guiding teams to build depth and breadth of technical expertise
• Alignment with company’s operating model to create logical business operations that deliver excellent customer services
• Provide inputs with to the quality and training teams on various aspects so as to improve productivity
• Periodically reviewing the Operation processes
• Ensure all required parameters for achievement of Service Levels are complied
3. Stakeholder Management
• Will be responsible for driving effective client relationship by managing operational escalations.
• Single point of contact for all day to day operations, responsible to incorporate feedback into the system.
• Initiate and influence expectation setting discussion with client.
• To ensure conducts a daily team briefing/debriefing before and after the shifts respectively.
4. Risk Management & compliance Enforces a regular risk review to create significant and resilience in operations.
Eg. Review cross skilling plans to mitigate operational risks related to key person dependence.
Review the first line of defence within operations and ensure operations is audit ready and there are no findings identified during both internal/external audits
Experience in running FCA/FSA regulated operations
5. SLAs Management Manage SLAs through effective exception management (SLA / SOP exception)
Work with TLs to increase client focus SLA’s and work towards the defined Operating model to provide effective service to brokers and clients
6. Opportunity identification Seeking opportunities for development of high potential revenue generation ideas
Drive incremental revenue growth through expansion, participate in client account planning and forecasting activities
7. Employee Engagement Set standards for people excellence and create strategies for development of people and process knowledge.
Relationships
Subordinates • Day to day interaction with team members to review and provide advice on exceptions
• Weekly interactions with line management to review BAU
• Skip level – meet all teams (sample size) once every quarter
Others Within the company:
• collaborate with team leads to identify improvement opportunities and manage escalations
• Participate and proactively contribute to new project related initiatives
• To have regular interaction with relevant support teams, example, IT and HR.
Outside the company:
• IB: markets and underwriters, intermediaries like Xchanging.
• Clients and the consumer services
Person Specifications
Education Essential: Graduate
Desirable:
Work Qualifications
Desirable:
ACII/CII/ London Insurance Market certifications would be an added advantage
Training Essential:
Desirable: Leadership Skills Development
Experience Essential:
• 6-10+ years of experience in specialty insurance operations with proven track record in service delivery.
Desirable:
• Should have managed teams of over 50+ people and large specialty insurance operations
• Transition / migration experience of large processes
Skills & Abilities Essential:
• Analytical ability and Decision making
• Communication, Influencing and Negotiation skills
• Leadership and People management
• Planning and Organizing
• Resource Management