Service Delivery Lead

7 months ago

London, United Kingdom Tokio Marine HCC Full time

**Why Tokio Marine HCC?**

Standing still is not an option in the current world of Insurance. TMHCC are one of the world’s leading Specialty Insurers. With deep expertise in our chosen lines of business, our unparalleled track record and a solid balance sheet, TMHCC evaluates and manages risk like no one else in the industry. Looking beyond profit, empowering our people and delivering on our commitments are at the core of our customer values, and so is a desire to grow and provide creative and innovative solutions to our clients.

The Reinsurance Accounting (‘RI Accounting’) team sits within International Finance and is responsible for the post placement management, administration, and accounting of the TMHCC International outwards reinsurance program. We engage with each Line of Business Underwriting team to understand their assumed portfolio and the reinsurance program purchased to enhance our service offering. We use our collective knowledge, experience, and expertise to deliver value add service and proactive support on the handling and performance of each portfolio. Collaborative engagement with our external brokers, carriers and regulators enables the delivery of the contractual and reporting obligations.

Job Purpose:
The Service Delivery Lead will work with the Outwards Reinsurance (‘ORI’) team to define mobilise and transition the ORI function into operating under a service delivery model, including embedding process flows / handoffs, controls, quality standards and KPIs / SLAs. This role requires experience in creating and running service delivery teams, alongside strong leadership, communication, and analytical skills to deliver effective operational change.

Key Responsibilities:

- Define and develop standardised processes flows / handoffs and quality standards to allow successful delivery of ORI outputs with a focus on service delivery through engagement with the ORI team.
- Lead design and delivery of ORI change initiatives related to the implementation of new processes, tech. or organisational changes and ensure smooth transitions and effective adoption of changes by the teams.
- Interact with stakeholders across the organisation to establish and track Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and other success measures across ORI BAU and change items.
- Own ORIs service in meeting SLA / KPIs inc. regular reviews of service and proactive identification / resolution of issues identified.
- Generate regular reports / dashboards to provide insights on operational performance and opportunity areas to senior leadership.
- Own triaging and tracking mechanism for all ORI issues (BAU + Change initiatives) to monitor deliverable outputs from the function and derive analysis feed into improvement opportunities.
- Assess areas for continuous improvement of working to improve process efficiency and / or reduce risk.
- Regularly communicate project status, risks, issues, actions, needed decisions, and other escalations to Head of RI and Financial Leadership Team (FLT).
- Manage and lead a dedicated senior business analyst, to ensure successful transition to service model and pain point mitigation.
- Ensure compliance with TMHCC and industry policies, procedures, and regulations.

Skills and experience:
Essential skills:

- Bachelor's degree
- Significant experience (8+ years) within (re)insurance industry with a strong understanding of processes and operating model
- Proven track record of process redesign and continuous improvement delivery
- Experience of successfully transitioning to a service operating model in a complex insurance environment
- Strong service delivery or operations management experience, driving efficiency in day to day operations
- Experience in SLA & KPI development and monitoring.
- Strong leadership and team management skills
- Excellent communication and stakeholder management skill
- Experience with working with senior stakeholders
- Strong analytical and problem-solving skills
- Strong technical ability to understand business requirements and identify areas for improvement

Desirable skills:

- Experience of XLPro or other Reinsurance system
- Project management certification, such as PMP or Prince2, or Six Sigma certification

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