Operations

1

This role reports directly to the Senior Operations Manager, Europe Operations, and supports the following: • Provides oversight and takes responsibility for the active operations management, workload management and resourcing across their allocated areas of business responsibility within the Europe Operations. • Supports Travelers Europe Underwriting across all designated Europe Underwriting business units - Bond & Specialty Insurance (BSI), BI Specialty, BI Retail Middle-Markets, BI Retail Small-to-Medium Enterprises (BI SME) and Global / Multinational Accounts (Global / MNA). • Supports Travelers Europe Underwriting across the various Underwriting platforms - Lloyd's, London Company Market (Bureau and Non-bureau Settlement) and UK/Ireland Retail Commercial Insurance. • Supports Travelers Europe Underwriting across the various Europe Legal Entities - Travelers Syndicate Management Limited (TSML), Travelers Insurance Company Limited (TICL), Travelers Insurance Designated Authority Company Limited (TIDAC), Travelers Underwriting Agency Limited (TUAL). • Monitors SLAs across Operations to assess and control the team's performance against the service targets. • Provides management information to Underwriting to support the delivery of New Business and Renewal terms. • Supports UW partners (brokers and MGAs) and clients with policy fulfilment, adjustments, and lifecycle management (including Mid-Term Adjustments) as well as triage, routing and clearance of partner/vendor queries and referrals. • Performs a variety of duties related to the establishment and ongoing operation of business processes across Travelers Europe, primarily in Operations, Underwriting and Claim • On a day-to-day basis, the role helps to support the Senior Operations Manager with coordination and liaison across Europe Operations functions, Europe UW business units, other Europe back-office functions and our outsourcing vendor partners. • Supports management and vendor partners to identify and escalate process improvement opportunities working closely with the Operational Effectiveness, Strategic Sourcing and Global Operations Solutions and Delivery (GOS&D). • The incumbent will have significant interaction with internal Europe Operations leaders and external Business Process Outsourcing (BPO) vendor partners. • Ensure day-to-day operations and quality control are operating effectively and efficiently. • Provide subject matter expertise, assist with thought leadership, and support sound decision-making with recommendations. • Helps to assist with maintenance of best practices, training support and robust change control governance.

What Will You Do?

• Coordination and liaison between Europe Operations and BPO vendor partners.
• Support the design and implementation of new BPO migrations - as required across Travelers Europe.
• Ensure all production processes have suitable performance metrics and, where relevant, ensure all contractual service levels are in place – including SLAs measuring timeliness, quality, productivity, and customer experience.
• Monitor and report on the actual SLA performance against targets for all allocated areas of business responsibility within Europe Operations.
• Coordinate and facilitate management updates across Europe Operations to accelerate resolution.
• Support Senior Operations Manager and Europe Operations Leadership to maintain strong relationship with BPO vendor partners.
• Ensure that all reported issues are properly addressed and resolved in a timely fashion.
• Support the day-to-day operations of migrated processes to include:
• Processing defined exceptions including proper evaluation of the exception, liaison with business partner and BPO vendor partners, as necessary to determine root cause(s) and agree appropriate resolution(s).
• When requested, review and validate day-to-day BPO vendor escalations to ensure these are all valid.
• Serving as a subject matter expert (SME) within Europe Operations and providing escalation to Senior Operations Manager for all issues that require further Management attention.
• Liaison and central communications with IT to advise and coordinate updates re. production issues that are impacts SLAs.
• Assisting with the first-line support and management reporting where BPO vendors experience security or access issues that threaten to impair SLAs or risk production service disruptions.
• Ensures the timely and accurate delivery of information for Underwriters to support New Business and Renewals lifecycle.
• Analyse Submissions, renewal, new business, mid-term alteration activities (i.e., identify/gather relevant account information to quote and / or bind the policy create underwriting exhibits, etc.) that support Underwriting decisions, consistent with business unit strategy (sustainable growth targets and retention targets).
• Ensures Underwriting and pricing exhibits are prepared in line with the latest production SOPs and/or UW specific requirements where variation from SOPs are specified (including exposure information, rating, claims analysis, expense models, updated account information).
• Ensures Underwriting documentation and supporting files (e.g., quotes, policies / evidence of cover, certifications, mid-term adjustments, cancellations, actuarial pricing models, reinsurance contracts, etc.) are stored in line with the latest production SOPs and/or UW-specific requirements where variation from SOPs are specified.
• Ensures accurate and timely servicing and debiting of accounts.
• Provides active operations management and team coordination to support the timely triage, routing, and clearance of credit control queries with prioritisation of items where premium collection is required.
• Supports the Underwriters to deliver New Business quotes by providing support and management information on the submission as well as supporting tasks through “Analysing Reports” to “Going on cover.”
• Coordinates the Underwriting support and other related services as required from the team – e.g., including data entry into the core systems of record.
• Ensures onshore and offshore team have up-to-date SOPs and process documentations.
• Perform other duties as assigned.
• Perform other duties as assigned.

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.
• Ability to make sound decisions and recommendations with appropriate decision basis.
• Ability to think strategically.
• Recognise, select, develop, and retain Operations professionals.
• Provides new ideas for improving operational efficiencies with a strong understanding of process improvement.
• Strong customer focus and excellent stakeholder management, communication, and leadership skills.
• Excellent coaching, mentoring and facilitation skills.
• Ability to navigate the organisation, working collaboratively with other Business functions.
• Demonstrates operational skills necessary to achieve established business plans.
• Must be organised, delivery focused and work on own initiative.

What is a Must Have?

• Proven experience in Underwriting Support or Underwriting Account Management.
• Previous experience of the Insurance industry.
• Experience of leading teams.
• Understanding of Process Improvement initiatives (Lean Practitioner).
• Proven experience of supporting the migration of processes to offshore providers.