Senior Delegated Operations Manager

Sompo International; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player seeks a Senior Delegated Operations Manager to enhance operational resilience within the Insurance Operations team. This pivotal role involves leading a dedicated team, driving process improvements, and ensuring high customer satisfaction through effective service management. You will leverage your expertise to foster collaboration, implement innovative solutions, and enhance compliance and risk management practices. Join a dynamic organization that values integrity and excellence, and contribute to a culture of continuous improvement while enjoying competitive benefits and a supportive work environment.

Benefits

Health & Wellness Benefits

Retirement & Savings Plans

Parental Leave & Adoption Assistance

Qualifications

• Significant experience in delegated operations and operational management.
• Proven track record in process management and customer-centric leadership.

Responsibilities

• Lead a team of DU Analysts, overseeing service management and performance monitoring.
• Drive continuous improvement and ensure compliance with regulatory requirements.

Skills

Team Leadership

Process Management

Customer Satisfaction

Problem Solving

Data Analysis

Education

Bachelor's Degree

Insurance Qualification (ACII)

Tools

BinderCloud

Job description

As a leading provider of insurance and reinsurance with worldwide operations and employees in Bermuda, U.S., U.K., Continental Europe and Asia, we recognize that our success is derived directly from those who matter the most: our people. At Sompo International, our values of integrity, collaboration, agility, execution and excellence underpin our culture and our commitment to providing an employee experience that attracts and engages the best talent in the industry. As we continue to grow, we strive to find diverse, innovative and driven professionals to join our teams and offer a broad range of career and development opportunities at all levels, in multiple business areas, in each of our locations throughout the world. Our compensation and benefits programs are market driven and competitive, with excellent family friendly policies and flexible working provisions.

Job Description

Sompo has a unique opportunity for the Senior Delegated Operations Manager to join our Insurance Operations team.

This newly created role will sit within our London and UK Regions COO function. The Delegated Operations team play a vital role in supporting the Delegated Authority team based in our London, UK office whilst at the same time undertaking transformation activities with which to broaden, and better control the services provided. This exciting opportunity will allow the incumbent to provide process and technology expertise to Delegated Operations, create strong liaison with IT, and strong product ownership of key systems, thereby playing a key part in strengthening the operational resilience of the services provided by the Operations function.

Location: This position will be based out of our London office. We strive for collaboration which is why we offer a work environment where our employees thrive and develop long lasting careers.

What you’ll be doing:

• Service Management: Leading the team of DU Analysts, you will oversee the activities of this team (of at least 3 to 5 colleagues) which cover:
  • Supporting the review of new delegated opportunities from an operational perspective e.g. can they provide the data in an acceptable format
  • Bordereaux management.
  • Mapping of bordereaux.
  • Chasing bordereaux from cover-holders who are not responding within agreed timeframes and escalating where necessary.
  • Processing of actuals and query resolution.
  • Management of estimated premium income.
  • Creating reports for Board, Delegated Underwriting Group, Product Oversight Group, and for Solvency II.
• Team Leadership: Support the embedding of a high-performing delegated operations team, fostering a service culture and continuous improvement mindset.
• Performance Monitoring: Measuring and evaluating delegated operations performance ensuring adherence to SLAs and KPIs through effective reporting. This will include the utilisation of a reporting capability which is managed from within the Service Delivery team, and will include the coordination and submission of written and data analysis, in particular:
  • operational performance and trend analysis; and
  • mandatory and voluntary and compliance submissions to competent authorities within jurisdictions which the organisation trades.
• Customer Satisfaction: Ensuring high levels of customer satisfaction by delivering quality services and addressing customer needs promptly. This will involve delivering on a framework for quality assurance, where the root cause of issues are promptly identified and remediating actions are escalated appropriately.
• Process Improvement: Driving the continuous improvement of delegated operations processes to enhance efficiency and effectiveness. This will include:
  • Initiatives with which to improve breadth and quality of service, including improved service levels.
  • Delivery of a process improvement framework which includes the creation, ownership and management of effective Standard Operating Procedures.
  • Seeking opportunities to adopt new technology with which to maximise productivity.
  • Engagement with transformation activity to enable increased efficiency and less reliance on outsourced partners.
• Stakeholder Relations: Key point of contact with the business, outsourcing partners, and other stakeholders to ensure smooth service delivery. Also, develop liaisons within the team and with other functional departments to ensure the end-to-end business process is effective and efficient.
• Compliance and Risk Management: Support the compliance of delegated operations processes with regulatory requirements whilst also implementing and monitoring risk management practices to mitigate operational risks and improve operational resilience. This will involve working closely with the Head of Operations Controls & Risk.
• Training and Development: With the training capability, which is managed from within the Service Delivery team, ensure your team are well trained in terms of:
  • Understanding of processes and controls, as set out within Standard Operating Procedures (SOPs).
  • The identification of continuous improvement opportunities and methods of escalation.
  • The explicit requirement to update SOPs for those process they are responsible for, when required.
  • The support of a strong service culture through learning opportunities and the promotion of aligned behaviours, which support the development of colleagues at all levels within the COO function.
• Budget Management: Document the cost and benefit for the operation of your team.

What you’ll bring:

• Bachelors degree or equivalent, and insurance qualification (ACII) is preferred
• Significant experience in delegated operations.
• Experienced and confident team leader with at least 6 years of operational management experience.
• A track record of process management, people development and a reputation as a customer-centric leader.
• Ability to represent Operations at senior levels with confidence.
• Data driven approach to measuring service and ability to analyse trends in data.
• Strong problem solving and decision-making abilities.
• Working knowledge of Delegated Authority systems (to include BinderCloud) would be useful.

Our Benefits

We continuously evaluate and update our benefit programs to ensure that our plans meet the needs of our employees and their dependents. Below are a few highlights of our inclusive benefit programs:

• Expansive Health & Wellness Benefits

• Generous Retirement & Savings Plans

• Global Parental Leave & Adoption Assistance

In today’s world, what do we stand for?

We strive to create exceptional value for our clients and shareholders while maintaining Sompo as an attractive place to work. We foster an environment of ongoing, open dialogue between managers and their direct reports, and believe in an organisational environment where everyone belongs. We proudly are a multi-racial, multi-cultural, global enterprise. We reject all forms of racism, bigotry, prejudice and injustice and continue to invest in building out an inclusive and diverse work environment.

About Us

Expert Partners.
Clarity in complexity.
Unwavering commitment.

We’re Sompo, a global provider of property, casualty, and specialty insurance and reinsurance. Building on Sompo Holdings’ 130 years of innovation, we’re committed to applying all of our experience to simplify yours.

Our dedication to you shows up in the care we put in every detail, working to create a frictionless risk management journey for everyone we serve.

Around the world, our 9,000+ employees use their expertise to learn, improve and find clear answers for your complex challenges.

Because when you choose Sompo, you choose the ease of expertise.

To learn more about visit our website at www.sompo-intl.com