Operations Manager

At Travelers Europe, we are excited to announce that we are now recruiting for a Operations Manager to help lead our Shared Services team, based in Redhill. We are looking for the right person to help us build out the next chapter of our Europe Operationsstrategy. We are looking for a driven, passionate and experienced Operations Leader to help lead and grow our Shared Services team as we respond to the ambitions of our UK & Ireland Retail / Commercial Insurance (Bond & Specialty Insurance, Mid-Market and Small Business). If you have experience in a similar role within Commercial Insurance and are looking for your next exciting challenge, please apply. This role is eligible for a potential referral bonus of £3000. **What Will You Do?** - Manage and develop a team on 8 Associates - Coordination / Liaison between the Europe Operations Shared Services and our Business Process Outsourcing (BPO) partners: - Support the design and implementation of new migrations. - 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 the Europe Operations Shared Services. - Coordinate and facilitate management updates across Operations Shares Services to accelerate resolution. - Support Senior Operations Manager and Europe Operations Leadership to maintain strong relationship with BPO vendors - Processing defined exceptions including proper evaluation of the exception, liaison with business partner and vendor as necessary to determine proper resolution of the exception. - When requested, review and validate day-to-day BPO vendor escalations to ensure these are appropriate and valid. - 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. - 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 businessunit strategy (sustainable growth targets and retention targets). - Ensures Underwriting and pricing exhibits are prepared in line with the latest production SOPs and/or UW special requirements where variation from SOPs are specified (including exposure information, rating, claims analysis, expense models, updated accountinformation, MapFlow). - Ensures Underwriting Account documentation and supporting files (e.g., quotes, policies / evidence of cover, certifications, endorsements, cancellations, actuarial pricing models, reinsurance contracts, etc.) are stored in line with the latest productionSOPs and/or UW special requirements where variation from SOPs are specified. - 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 Development 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. **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.