Operations, Underwriting

1

We are recruiting for a Delegated Authority Operations Manager to join our London office. In this role, you will design and oversee the end-to-end management of Delegated Authority (DA) data for all types of delegation, with a key focus on bordereaux management. This includes oversight of our outsource partners, management and execution of the onshore process and implementation of the new bordereaux system. The ideal candidate will have previous experience working with Bordereaux and would currently be in a similar role or looking for a step up.

Travelers Europe is a leading insurance company, and we are seeking a talented and experienced Delegated Authority (DA) Operations Manager to join our team in this role reporting to the Head of Delegated Authority. This is an exciting opportunity to help lead and oversee the data capture and data management processes for delegated authority business. This role will focus on supporting the accurate and timely data capture of our Risk, Premium and Claim bordereaux into the required systems. This role will act as the subject matter expert for Travelers Europe and will provide oversight of our outsourcing partner(s). We are seeking a passionate, driven, and experienced individual with a proven track record in DA data management.

Travelers Europe currently offers flexibility to employees who wish to work on a hybrid basis in accordance with our Hybrid Work Arrangements Policy. This entails full time employees working three days a week in the office and two days at home (or pro rata for part-time employees). This policy may be changed at the Company’s discretion.

This role is eligible for a £1500 new joiner bonus. If you are successfully referred by an employee at Travelers Europe, both you and the person who referred you could be eligible for this bonus.

What Will You Do?

• As the Delegated Authority Operations Manager, you will be responsible for:

• Effectively managing the end-to-end delegated authority (DA) data flows from including monitoring and receipt of bordereaux, initial validation and mapping, subsequent upload, and exception handling process to support accurate and timely delegated data entry.

• Designing and implementing processes for the capture, reporting and oversight of delegated data not received via bordereaux.

• Applying expert knowledge of delegated data to improve oversight and to build strong relationships with a variety of stakeholders.

• Implementing robust processes to assist with the review, resolution, and escalation of delegated data quality and completeness.

• Working towards improving delegated data quality and completeness over time through enhancements to procedures, cross-skilling and continuous improvement of the data processing tools.

• Oversight of our Business Process Outsourcing (BPO) partners and coordinating with relevant business units within Travelers Europe.

• Supporting the design and implementation of new processes and procedures for bordereaux management across all business units.

• Ensuring all production processes have suitable performance metrics and, where relevant, ensuring all contractual service levels are in place, including SLAs measuring timeliness, quality, productivity, and customer experience.

• Monitoring and reporting on the actual SLA performance against targets for all Business Units within Europe Operations.

• Coordinating and facilitating management updates to accelerate resolution.

• Reviewing and validating day-to-day BPO-vendor escalations to ensure these are all appropriate and valid.

• Serving as a subject matter expert within Delegated Authority Support Services (DASS) and providing escalation to the Head of Department in respect of DA delegated data management issues that require Senior Management attention.

• Liaising with IT to advise and coordinate resolution of issues that impact SLAs.

• Assisting with the first-line support and management reporting where BPO partners experience security or access issues that threaten to impair SLAs or risk production service disruptions.

• Ensuring onshore and offshore teams have up-to-date SOPs and process documentations.

• Perform other duties as assigned.

Be Committed, Be Connected, Be Creative and Be Energised – these are the values we are passionate about. Understanding and embracing our values will shape your success and contribute to making Travelers Europe a great place to work. 

To be successful, you will need to consistently deliver a great experience in every customer contact; connect with the right partners internally to find creative solutions to problems; be a role model; and consistently deliver on your commitments.  

What Will Our Ideal Candidate Have?

• University degree.

• Studying towards ACII or part-qualified.

• Strong communication (written and verbal), influencing, negotiating, listening and interpersonal skills to effectively develop/maintain productive internal and external relationships.

• Ability to lead and engage teams.

• Strong customer focus and excellent stakeholder management, communication, and leadership skills.

• Understanding of Process Improvement initiatives (Lean Practitioner).

• Experience of working with offshore partners

What is a Must Have?

• Proven experience in Delegated Authority Data Management, especially Bordereaux Management.

• Ability to make sound decisions and recommendations.

• Ability to think strategically.

• Provides new ideas for improving operational efficiencies with a strong understanding of process improvement.