Operations Manager

Oliver James associates
06 May 2017
05 Jun 2017
Contract Type
Full Time

Job Title: Operations Manager
Reports to Head of Operations

Role Purpose

To actively manage the day to day running and development of the UK & Europe operations function. This role is part of the Operation Management Team including Change and Underwriting Operations.

Main Responsibilities

  • Be responsible for the delivery of the services to underwriting teams and the wider business to within agreed levels for both timeliness and quality
  • To develop, manage, lead and promote the Operations Services teams in delivery of a high quality portfolio of services including
  • Premium and claim transaction management
  • Policy data entry and endorsement
  • Inward premium credit control
  • Schedule receipt
  • Written income management
  • Broking services
  • Bordereaux issuance
  • Overrider commission collection
  • KPI and report production
  • Lead, develop, support and manage the development of these services to support the company strategic objectives
  • Be responsible for ensuring highest quality data is provided to the business by the services being managed and that data issues are promptly escalated and resolved.
  • Be responsible for coordinating activities between the underwriting teams, underwriting support teams and third parties to provide an effective and high quality service
  • Monitor and plan for resource capacity needs of services under responsibility
  • Be responsible for the design and delivery of a KPI framework to provide information for the group's operating functions
  • Be responsible for regular and on-going review of the operations processes to ensure on-going improvements in efficiency
  • Ensure that for the relevant areas of responsibility the business is managed within regulatory guidelines and internal compliance and quality standards
  • Ensure there are adequate controls and written procedures in place so that the activities are conducted in accordance with internal, legal and regulatory requirements
  • Plan and monitor capacity requirements for all responsible functions to ensure that appropriate resource levels are available in advance as required
  • Work closely with the Head of Operations in development and regular review of budgets for the Group
  • Directly manage and be responsible for the Underwriting Services and Underwriting Technical Services team members
  • Directly manage and be responsible for the Management Services function
  • Work closely with Business Systems Manager to ensure effective coordination across all operations functions
  • Responsible for all designated outsourced
  • Work with the Head of Operations on outsource contracts as required
  • Stands in for the Head of Operations as required


Required Experience, Skills and Behaviours

  • Demonstrated people management and leadership skills
  • Proven understanding of insurance operations and their role in the wider business functions
  • Extensive understanding of London and International insurance/reinsurance market
  • Advanced knowledge of Excel, Word, PowerPoint etc.
  • Proven IT skills with business application systems and ability to pick up new systems quickly
  • Forward thinker and planner
  • Active problem solver
  • A pro-active common sense approach
  • Adapts and responds well to change
  • Able to perform effectively to tight deadlines with good personal organisation and time management skills
  • Communicates effectively and assertively
  • Excellent influencing skills
  • Ability to work independently

Entrepreneurial commercial, aspirational, progressive, professional, respected, cutting edge

Meritocratic performance/results driven, organised, selective, hungry for success

Agile alert, proactive, prepared, responsive, self motivated, enthusiastic, flexible

Astute smart, innovative, acumen, savvy, best practice

Partnership collaborative, transparent, open minded, trust, integrity