Senior Delegated Operations Manager

SOMPO; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Delegated Operations Manager to enhance their Insurance Operations team. This pivotal role involves leading a team, managing delegated operations, and driving process improvements while ensuring high service quality. The ideal candidate will possess significant operational management experience and a data-driven approach to performance monitoring. Join a collaborative environment where your expertise will directly impact service delivery and operational resilience. This is an exciting opportunity to shape the future of delegated operations within a respected global insurance provider.

Benefits

Health & Wellness Benefits

Retirement & Savings Plans

Global Parental Leave

Adoption Assistance

Qualifications

• Significant experience in delegated operations and operational management.
• Strong leadership skills with a focus on customer service and process management.

Responsibilities

• Lead a team of analysts, overseeing delegated operations and service management.
• Drive continuous process improvements and ensure compliance with SLAs and KPIs.

Skills

Operational Management

Process Management

Customer Service

Trend Analysis

Problem-Solving

Education

Bachelor’s Degree

Insurance Qualification (ACII)

Tools

BinderCloud

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 plays a vital role in supporting the Delegated Authority team based in our London, UK office, while also undertaking transformation activities 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 take ownership of key systems, thereby strengthening the operational resilience of the services provided by the Operations function.

Location: This position will be based in our London office. We foster a collaborative work environment where employees thrive and develop long-lasting careers.

What you’ll be doing:

1. Service Management: Leading the team of DU Analysts (3-5 colleagues), overseeing activities such as:

• Supporting review of new delegated opportunities from an operational perspective
• Bordereaux management and mapping
• Chasing bordereaux from cover-holders and escalating as needed
• Processing actuals and resolving queries
• Managing estimated premium income
• Creating reports for various governance bodies and Solvency II
• Supporting the development of a high-performing delegated operations team and fostering a service culture

1. Performance Monitoring: Measuring and evaluating delegated operations performance, ensuring adherence to SLAs and KPIs through effective reporting, including operational trend analysis and compliance submissions.

• Customer Satisfaction: Ensuring high service quality and prompt response to customer needs, implementing quality assurance frameworks, and addressing root causes of issues.

1. Process Improvement: Driving continuous process improvements to enhance efficiency and effectiveness, including adopting new technology and engaging in transformation activities.

• Stakeholder Relations: Acting as the key contact with the business, outsourcing partners, and other stakeholders to ensure smooth service delivery and effective end-to-end processes.

1. Compliance and Risk Management: Supporting regulatory compliance and risk mitigation practices, working closely with the Head of Operations Controls & Risk.

• Training and Development: Ensuring team training on processes, controls, and SOP updates, promoting a strong service culture and development opportunities.

1. Budget Management: Documenting costs and benefits associated with team operations.

What You’ll Bring:

• Bachelor’s degree or equivalent; insurance qualification (ACII) preferred
• Significant delegated operations experience
• At least 6 years of operational management experience
• Proven leadership with a focus on process management and customer service
• Confidence to represent Operations at senior levels
• Data-driven approach with trend analysis skills
• Strong problem-solving and decision-making abilities
• Knowledge of Delegated Authority systems (e.g., BinderCloud) is beneficial

Our Benefits:

We offer comprehensive benefit programs, including:

• Health & Wellness Benefits
• Retirement & Savings Plans
• Global Parental Leave & Adoption Assistance

What We Stand For:

We aim to create value for clients and shareholders while maintaining an inclusive, diverse, and respectful workplace. We reject racism, bigotry, and prejudice, investing in an environment where everyone belongs.

About Us:

Sompo is a global provider of property, casualty, and specialty insurance and reinsurance, committed to simplifying your risk management journey with over 130 years of experience and a team of more than 9,000 employees worldwide.

Visit our website at www.sompo-intl.com to learn more.