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Operations Manager, Europe Operations

3 months ago

Redhill, Surrey, United Kingdom The Travelers Indemnity Company Full time
Who Are We?

Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Job Category

Operations

Target Openings

1

What Is the Opportunity?

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.
What Is in It for You?
  • Private Medical Insurance: On commencement of employment, you are eligible for single cover provided by Travelers, with the option to add cover for your dependents, at your expense through payroll deduction.
  • Retirement: Travelers will make a core contribution of a percentage of salary to your Pension Plan. Additionally, if you decide to contribute to the plan, you will receive an increased company contribution.
  • Holiday Entitlement: Start your career at Travelers with a minimum of 25 days holiday entitlement annually, plus the opportunity to purchase additional days to allow for up to a total of 35 holidays per year.
  • Wellness Programme: The Travelers wellness programme is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health programme provides access to free professional counseling services and other resources that support your daily life needs.
  • Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards programme that enables you to give back to the charity of your choice.
Employment Practices

Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.

To learn more about our comprehensive benefit programs please visit