Insurance Operations Service Delivery Manager

AXA UK; London; On-site; GBP 50,000 - 80,000; Full time

Job summary

A leading insurance group is seeking a dynamic professional to manage outsourced service delivery for its operations within the London insurance market. The successful candidate will oversee the relationship with outsourced business partners, ensuring high service standards and adherence to KPIs while identifying opportunities for improvement. This role requires strong leadership and communication skills to drive efficiency and effectiveness across various operational facets.

Qualifications

• Proven leadership of outsourced partners and virtual teams.
• Track record of service level maintenance and improvement.
• In-depth knowledge of resource planning and escalation procedures.

Responsibilities

• Manage operations’ outsourced service delivery for risk administration and data entry.
• Oversee the budget related to outsourced service delivery to optimise costs.
• Act as key contact for matters associated with outsourced business partners.

Skills

Leadership

Stakeholder Management

Data Analysis

Procurement and Vendor Management

Communication Skills

Job description

Job summary

Responsible for the end-to-end service delivery from the Outsourced Business Partners who support the Operations Function, covering all Chaucer’s offices within the London insurance / reinsurance market, and globally.

Main duties

• Manage the Operations’ Outsourced Business Partner service delivery for insurance / reinsurance risk administration / data entry, reporting, cash allocation, credit control.
• Standardise and develop existing Outsourced Operational Services, working closely with Senior Management to align with Chaucer Group’s Strategy.
• Oversight, enhancement of Operations’ Outsourced Standard Operating Procedures, Monitoring and Controls including outsourced access to Chaucer systems; following the joiners, movers, leavers process.
• Act as the key contact, co-ordinator and point of escalation within the Operations function for matters associated with the Outsourced Business Partners.
• Dotted line reporting to the Head of Group Procurement to ensure competitive pricing is achieved plus adherence to regulatory requirements related to outsourcing and third-party risk management to mitigate operational risks and maintain operational resilience plus control effectiveness.
• Responsible for measuring and evaluating operational outsourced service delivery performance ensuring adherence to SLAs and KPIs through effective monitoring, escalation and mitigation.
• Identify means to continuously improve the outsourced service delivery and enhanced efficiency. Seeking opportunities to adopt new technology to maximise productivity. Transformation activity may reduce reliance on certain outsourced services, when this occurs, assist other stakeholders in the amendment of outsourced services.
• Manage Service Change Requests and the transition of further services to the Outsourced Business Partners, following the governance process and keeping all stakeholder groups updated throughout.
• Oversee the budget related to outsourced service delivery to optimise costs and benefits.
• Member of the relevant Oversight Board for each Outsourced Business Partner, monitoring the service levels and influencing the strategic direction, according to business needs and regulatory requirements.
• Ad hoc responsibilities based around business needs associated with Operations service delivery.

Regulatory responsibilities

Support the CSL and CIC Board’s to maintain a corporate culture, policies and procedures that pay due regard to the interests of CSL / CIC customers and always treats them fairly.

Skills & Competencies

• Proven leadership of Outsourced Partners, for physically and geographically dispersed virtual teams. Track record of maintaining service levels, service improvements and quality demonstrated through KPIs. Knowledge of the insurance industry, or financial services is beneficial.
• Technical authorship of Standard Operating Procedures, process maps and controls.
• Data driven approach to measuring service and ability to analyse trends in data.
• In-depth knowledge of resource planning, escalation procedures and other disciplines related to service delivery.
• Knowledge of procurement and vendor management.
• Can demonstrate a professional style that fully supports Chaucer’s values
• Proven communication skills and stakeholder management with Senior Leaders

Board & Committee Memberships

Oversight Board member for each Operations Outsourced Business Partner relationship.

ABOUT US

Chaucer is a leading insurance group at Lloyd’s, the world’s specialist insurance market. We help protect industries around the world from the risks they face. Our customers include major airlines, energy companies, shipping groups, global manufacturers and property groups.

Our headquarters are in London, and we have international offices in Bermuda, Copenhagen, Dubai and Singapore to be closer to our clients across the world. To learn more about us please visit our website.

Chaucer is committed to diversity, actively values difference and respects people regardless of the protected characteristics which are outlined in the Equality Act 2010 (UK legislation) as a result of the Equal Treatment Directive 2006 (EU legislation).

A diverse workforce and an inclusive workplace are core to our success as a business and integral to our winning strategy and culture. We recruit from the widest available pool of talent, and our hiring, assessment and selection process is fair, free from bias and one which ensures we select the right person for the job, based on merit. We are committed to promoting a culture that actively values difference, and recognises that everyone has the right to be treated with dignity and respect throughout their employment.

We are open to considering flexible working arrangements for all roles and encourage you to outline your needs during the interview process.