Operations

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We are recruiting for a Senior Operations Manager to join our team based in London.

Reporting to the Head of Operations, Europe, you will provide leadership, guidance, and direction to Travelers Europe London Market Operations function and will be responsible for leading, shaping and delivering all Operations support for the Travelers Europe London Market (Lloyd's and Company Market) Underwriting teams (across all relevant business units) and our external London Market and Enterprise stakeholders.

You will help to implement the Europe Operations strategy and provides input into the Europe Operating model and strategy, working in support of the Head of Operations, Europe and in partnership with the other members of the Travelers Europe Operations leadership team.

Supporting the Head of Operations, Europe to implement the Europe Operations vision and new target operating model for standardise services across all Travelers Europe London Market Underwriting (across all relevant business units). Your goal will be to deliver a stable, secure, and scalable Operations service for all Travelers Europe London Market Underwriting (Lloyd's and Company Market) across all relevant business units.

You will develop a healthy and highly effective Travelers Europe London Markets Operations function, which is a Trusted Partner to the wider Travelers Europe business driving operational effectiveness to deliver value-added services, superior performance, and continuous improvement. By working with Business stakeholders, you will identify improvement opportunities, develop implementation plans and to track and report on benefits identified, delivered, and realised – in partnership with other functions in the Europe Operations department.

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 new joiner employee referral bonus. If you are successfully referred by an employee at Travelers Europe, both you and the person who referred you could be eligible for the bonus.

What Will You Do?

• Overall management and oversight of the TRV Europe London Market Operations ensuring processes are efficient, optimally support business needs and key initiatives, and the successful execution of the operational activity across London Market business.
• Develop and maintain strong working relationships with the TRV Europe London Market Underwriting Management (all relevant business units) and wider Underwriting community, Senior Management, and all external customers.
• Represent Operations at TRV Europe London Market Underwriting Leadership meetings (across all relevant business units) and providing management updates on London Market Operations progress, plans and any changes to the TRV Europe London Markets Underwriting teams (across all relevant business units).
• Deliver operational efficiencies within the TRV Europe London Market business by driving process improvement and associated change management activities.
• Develop key process solutions and documentation to support Travelers Europe London Markets underwriting business (across all relevant business units) and other related business functions with timely data capture and process of related technical account transactions.
• Maintain robust processes and procedures to support the Lloyd’s Minimum standards - work with Compliance and Risk to ensure that operationally effective controls are in place and managing action plans to address any compliance gaps with the Lloyd's Regulatory requirements.
• Monitor the day-to-day operational performance of TRV Europe London Market Operations and partner with other Europe Operations functions to ensure that the agreed service levels (including quality, timeliness, and productivity) are achieved.
• Identify new opportunities to move activity to the offshore team and partner with other Europe Operations functions deliver these within the timelines agreed.
• Partner with other Europe Operations functions or TRV teams to produce standardised operational reports, management information and other statistical data and analysis as required by London Market Underwriting teams to manage their business unit’s operational performance.
• Streamline approach to gain consistency in reviewing/reporting productivity data across all business area for key metrics.
• Evaluate customer satisfaction and operations metrics to manage the team effectively and successfully execute agreed corrective actions, as necessary.
• Partner with other Europe Operations functions to ensure that the agreed service levels are achieved (including quality, timeliness, productivity, and customer experience).
• With account management team function as 1st line of support for all core business systems issues within TRV Europe London Market Underwriting (across all relevant business units).
• Responsible for developing and mentoring direct reports in the TRV Europe London Market Operations function.
• Provide coaching and support in learning and development to ensure direct reports and wider TRV Europe London Market Operations team are well motivated, and each have a clear career pathway.
• Ensure all members of the TRV Europe London Market Operations team are well equipped to meet their goals - regularly reporting on training standards, delivery, and progression of individuals in the team.
• Ensure there is effective communication across the team with regards to training and resolves issues and provides guidance where needed.
• Ensure robust and timely training within TRV Europe London Market Operations for new processes or procedures to ensure it meets all its operational goals.
• Proactively foster an inclusive environment that encourages employee participation, teamwork, and open communication to develop a highly engaged workforce.
• Assist the Head of Operations to maintain the Europe Operations business continuity plan (BCP), ensuring that any documentation required by the plan is regularly updated on the Disaster Recovery Database and that plans are circulated to all unit staff and are fully understood.
• Any other duties as reasonably required.

What Will Our Ideal Candidate Have?

• You will preferably have:
• Excellent stakeholder management, communication, and leadership skills.
• Demonstrable experience of building and leading highly engaged Operations teams.
• Excellent coaching, mentoring and facilitation skills.
• Demonstrable experience and understanding of process Improvement initiatives using standard change management and process improvement methodologies (such as lean).
• Strong communication (written and verbal), influencing, negotiating, listening and people skills to effectively.
• Ability to think strategically.
• Ability to navigate the organisation, working collaboratively with other Business functions.
• Develop/maintain productive internal and external relationships.
• Ability to make sound decisions and recommendations with appropriate decision basis.
• Provides new ideas for improving operational efficiencies with a strong understanding of process improvement.
• Consistently meeting customer expectations.
• Reflects a high level of ownership in completing all tasks while working independently as well as in a team environment.
• Must be well organised, delivery focused and able to use their own initiative.
• Demonstrated ability to build strong relationships with diverse groups of people at all levels.
• A strong aptitude for gaining stakeholder support and communicating effectively with Senior Leaders.
• Successfully collaborated within team and throughout the organisation to bring desired results.
• Proven you can navigate the organisation to ensure issues are resolved appropriately.
• Consistently seek out market insight and use knowledge to assist in the process improvements for all Business functions.
• Be a strategic / creative thinker and decision maker.
• Have excellent stakeholder management, communication, and leadership skills.
• Be an excellent coach with strong mentoring and facilitation skills.
• Demonstrate operational skills necessary to deliver established business plans.
• Be highly organised, delivery focused and work under your own initiative.
• Hold the ability to navigate a matrix organisation, working collaboratively with other Business functions.

What is a Must Have?

• Proven experience in the Insurance Industry.
• Extensive experience of London Market insurance (Lloyd’s and Company Market) is required.
• To be considered for this role you must have had experience in a similar role within the London Insurance Market.
• Proven experience collaborating with multiple stakeholders.
• Ability to challenge the business to drive efficiencies.
• Previous experience of leading teams and matrix management.
• Experience of delivering skills and knowledge training.
• University degree preferred.
• Relevant insurance industry professional qualification preferred (e.g., ACII).
• Project management training and professional qualification preferred.
• Change management training and professional qualification preferred.
• Strong communication (written and verbal), influencing, negotiating, listening and people skills to effectively develop/maintain productive internal and external relationships.
• Proven experience of developing and delivering strategic plans.
• Implemented innovative ideas for improving operational efficiencies with a strong understanding of process improvement.