Head of Underwriting Operations

1 month ago

London, United Kingdom Liberty Specialty Markets Full time

**General information**:
**City**:London, UK

**Country**:United Kingdom

**Creation Date**:27-Mar-2023

**Employment Type**:Permanent

**Employment Type**:Full time

**Ref #**:1234570141

**Description & Requirements**:
**Role Title**:Head of Underwriting Operations - London**

**Division**:Business Support**

**Department**:Operations**

**Location**:London**

**Type**:Permanent**

**About the Role**:
As the Head of Underwriting Support - London, you will be responsible for a team of over 35 people supporting over 200 underwriters (writing over $1.5BM GWP) across approximately 25+ lines of business. The role reports into the COO of London and Global Products.

The Head of Underwriting Operations is responsible for managing business as usual (BAU) activities across the London Open Market underwriting process. The teams managed by this role are a key part of the integrated business unit and will represent Operations across London open market classes. The Head of UW Operations will partner with leaders from Underwriting, Claims, Finance, Actuarial, Business Development and other parts of Operations to ensure key objectives are met. They will work with these teams and the broader London Operations team to develop and deliver business and operational strategies.

**Key Responsibilities**:
**Team Management**:

- Lead the onshore Operations teams that support the 25+ relevant underwriting teams
- Accountable for development and performance of the team
- Accountable for ensuring that the team has capacity, capability, and structure to meet objectives
- Drive a service oriented, data-led, proactive, high performing culture throughout the team
- Ensure alignment and consistency across London Open Market teams. Facilitate the effective communication, sharing and implementation of ‘best practice’ between classes where appropriate/practicable
- Scope of business covers business written by London Open Market teams. Also responsible for UW Operations in Bristol, Manchester and Dublin

**Business as Usual Management**:

- Monitor the smooth running of the London UW process from submission through to payment allocation
- Accountable for the onshore team hitting key KPI and SLA’s - work with Underwriting and other parts of Operations (i.e. Shared Services, Credit Control) on adherence to the overall process
- Constantly evaluate if the right teams are doing the right tasks in the right way. Remediate as required
- Escalation point for issues in the team or SLA/KPI failures
- Anticipate and mitigate spikes in workload and resulting backlogs
- Accountable for development (working with Risk) and oversight of relevant “controls”
- Accountable for teams’ role in data quality. Work with other stakeholders to continuously improve accuracy and timeliness of data entered into our systems
- Minimise cost of support relative to premium and transaction counts. Budget planning and management for respective team
- Proactive use of data to assist in all the tasks listed above

**Business Partnering**:

- Key member of the Integrated Business Unit - represent Operations with senior leaders from all relevant departments
- Ensure key stakeholders across relevant teams have a point person for operational matters
- Ensure all functions are aware of relevant Operations issues, opportunities and changes that could impact performance and strategy
- Support client facing teams in broker meetings as required
- Support strategy development and execution for the London business unit (i.e. channel strategy, operating model, expenses)

**Change & Continuous Improvement**:

- Work with a continuous improvement mindset. Raise tactical and strategic initiatives to make things better.
- Represent London UW Support on change initiatives
- Support transitions of work to improve processes (i.e. Underwriting to Ops, Onshore Ops to Shared Services)
- Keep abreast of, and understand the impact of market processes and initiatives that could impact the businesses operations
- Work closely with Operational Technical and Excellence team to embed small and large change into the underwriting process
- Assist the COO in defining and implementing the Target Operating Model for London Open Market Insurance

**Skills and Experience**:

- Highly developed leadership skills and ability to build successful teams
- Experience managing and monitoring team’s adherence to SLAs and KPIs. Demonstrated ability to drive superior results
- Relevant insurance experience, preferably within the London/ Lloyd’s Market
- High level knowledge of core systems used in the underwriting process
- Highly advanced analytical and numerical proficiency
- Excellent written and verbal communication skills - exhibiting diplomacy, good judgement and discretion at all times.
- Excellent influencing and presentation skills, with experience in presenting to and advising senior leaders.
- Ability to adapt and produce workable solutions that meets the immediate demands of the situation(s)

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