Underwriting Operations Manager

New Vacancy - Underwriting Operations Manager
City of London | Hybrid
Lloyd's Insurer

HFG are currently recruiting for a leading Lloyd's Insurer who are seeking a Operations Manager to join their growing team.

This role will provide oversight and responsibility for the active operations management, workload management and resourcing across their allocated areas of business responsibility. London Market experience is essential for this role as well as previous experience leading projects and managing teams from a Underwriting Operations perspective. Understanding of Process Improvement initiatives and proven experience of supporting the migration of processes to offshore providers is also needed for this position.

Key Responsibilities

• Facilitate communication and collaboration between Europe Operations and BPO vendor partners.
• Aid in the planning and execution of BPO migrations.
• Establish performance metrics and ensure contractual service levels are met, including SLAs measuring timeliness, quality, productivity, and customer experience.
• Monitor SLA performance and provide updates to management in Europe Operations.
• Assist in maintaining strong relationships with BPO vendor partners.
• Address and resolve reported issues promptly and effectively.
• Support day-to-day operations of migrated processes, including handling exceptions and escalations.
• Serve as a subject matter expert and escalate issues to Senior Operations Manager as needed.
• Coordinate communications with IT regarding production issues impacting SLAs.
• Provide support for BPO vendors experiencing security or access issues.
• Ensure timely and accurate information delivery for Underwriters to support new business and renewals.
• Analyze submissions and underwriting activities to support decision-making in line with business unit strategy.
• Maintain underwriting documentation in accordance with SOPs and specific requirements.
• Manage credit control queries and prioritize premium collection tasks.
• Assist Underwriters in delivering quotes for new business by analyzing submissions and providing necessary support.
• Coordinate team efforts and ensure compliance with SOPs and process documentation.