Business Process Services Manager

Acumen Group; London; Remote; GBP 75,000 - 90,000; Full time

Job summary

A leading company in the insurance sector is looking for a Business Process Services Manager to oversee offshore operational teams. The role involves ensuring compliance with process updates, providing training, and maintaining data accuracy across operations, ideal for candidates with extensive industry experience.

Qualifications

• 10+ years’ experience in the (re)insurance industry.
• At least 5 years in a leadership role managing teams.
• Background in data operations or credit control.

Responsibilities

• Oversee a third-party offshore delivery team.
• Manage documentation updates and training.
• Implement quality controls and track KPIs.

Skills

Communication

Analytical skills

Organizational skills

Education

Degree in a business-related field

Job description

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Company Overview:

Our client is a highly regarded, global (re)insurance organisation with a strong balance sheet, international footprint, and a reputation for innovation within the insurance and reinsurance space. With operations in multiple global jurisdictions and a diverse portfolio of business lines, the company is known for its entrepreneurial mindset, agile decision-making, and investment in modernising core platforms and systems.

The Role:

We are seeking a Business Process Services Manager to oversee a third-party offshore delivery team responsible for executing core (re)insurance operational functions. These include binding contracts, cession reporting, collateral management, and credit control.

This role is integral to maintaining operational excellence, data integrity, and process consistency across a distributed team. In addition, the company is currently rolling out changes to its underwriting and finance systems. The successful candidate will play a critical role in ensuring process changes impacting the offshore team are implemented effectively — including documentation updates (SOPs), training, quality control, and performance oversight.

This position will report into the Reinsurance Underwriting Services Manager and is ideal for a professional with extensive experience managing offshore teams within the (re)insurance sector, especially in operational and service delivery environments.

Key Responsibilities:

• Manage a small onshore team and provide oversight of the offshore team (approx. 20 FTEs)
• Act as the primary liaison for onshore queries regarding offshore processes
• Create and maintain clear, up-to-date process documentation and flowcharts
• Take ownership of SOPs and user guides across operational workflows
• Deliver onboarding and ongoing training to the offshore team to ensure procedural compliance
• Implement and maintain quality controls to ensure data accuracy and timeliness
• Ensure cross-skilling, resource coverage, and succession planning within the offshore team
• Set, track, and evaluate KPIs to measure outsourcing effectiveness and resource adequacy
• Lead implementation of process updates linked to new system changes (underwriting and finance)
• Partner with internal stakeholders to ensure smooth service delivery across jurisdictions

Candidate Profile:

• Degree preferred, ideally in a business-related field
• 10+ years’ experience in the (re)insurance industry, ideally with delegated authority exposure
• At least 5 years in a leadership role managing teams (including offshore or BPO environments)
• Background in data operations, credit control, or reinsurance support functions
• Experience with process design, improvement, and implementation
• Strong organisational, analytical, and communication skills
• High attention to detail and proficiency in Excel (including large dataset reconciliation)
• Familiarity with reinsurance systems such as SICS and WEBI is advantageous

If you haven't heard back from us within two weeks of submitting your application, please consider your application unsuccessful at this time. We appreciate the time and effort you've invested in applying for this position and encourage you to keep an eye on our page for future opportunities.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Finance and Strategy/Planning

• Industries

  Financial Services and Insurance

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