Operations Manager

Howden; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Howden is seeking an Operations Manager to oversee the effectiveness of the underwriting operations framework, ensuring binder, governance, claims, bordereaux, finance and underwriting activities align with Binding Authority Agreement requirements and regulatory standards.

The role coordinates across underwriting, finance, compliance and technology, acting as liaison with capacity providers and coverholders, while driving process improvements and maintaining FCA compliance.

Qualifications

• Extensive experience in Delegated Authority operations within an MGA or carrier environment.
• Strong understanding of binder governance, compliance and regulatory requirements.
• Sound knowledge of bordereaux, claims and finance processes within a delegated underwriting context.
• Efficient, highly organised and detail-focused, with the ability to manage multiple priorities.
• Strong communication, influencing and stakeholder management skills.
• Proactive, solution-driven approach with the ability to work under pressure to tight deadlines.
• Ability to adapt to a rapidly changing business environment.

Responsibilities

• Support capacity provider requirements, including security letters, binder documentation, audits, adherence to binder terms and associated correspondence as required
• Assist with DUAL's Binding Authority Agreements, including renewals, mid-term adjustments, profit commission calculations and supporting documentation
• Respond promptly to monthly queries raised by carriers and support the timely resolution of outstanding matters
• Remain compliant with FCA requirements at all times
• Obtain appropriate approvals to ensure compliance with company policies, procedures and regulatory requirements, including those relating to data protection, financial crime, underwriting controls and money laundering
• Act as the main contact for product governance, ensure products and services are designed to meet customer needs and regulatory expectations
• Manage the production and accuracy of written and paid bordereau which is produced by the bordereaux team
• Oversee disbursement and recuperation of paid and claims funds
• Manage relationships with third-party suppliers
• Implement, maintain and test system changes, validations and controls to drive process improvement and efficiency
• Oversee change management

Skills

Delegated Authority operations

Binder governance

Regulatory compliance

Bordereaux, claims and finance

Stakeholder management

Change management

Job description

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It's what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities - work / life balance, career progression, sustainability, volunteering - you'll find like-minded people driving change at Howden.

About DUAL

Working across 22 countries, DUAL has built a reputation as a specialist underwriting group and the market of choice for insurance intermediaries around the world. That's how we have become one of the world's largest international underwriting agencies (or MGAs) with US$3.2bn of GWP.

DUAL is part of Howden, an international insurance group with employee ownership at its heart. The group was founded in 1994 and now has divisions in broking and underwriting, operates in 55 territories and employs 22,000 people handling US$44.7bn of premium on behalf of clients.

Role overview

Reporting to the Business Director, the Operations Manager is responsible for the effectiveness of the underwriting operations framework, ensuring binder, governance, claims, bordereaux, finance and underwriting activities are delivered in line with Binding Authority Agreement requirements, regulatory standards and internal controls. The role acts as a key point of coordination across underwriting, finance, compliance and technology teams, and as liaison with capacity providers and coverholders.

Role responsibilities

Binding Authorities

• Support capacity provider requirements, including security letters, binder documentation, audits, adherence to binder terms and associated correspondence as required
• Assist with DUAL's Binding Authority Agreements, including renewals, mid-term adjustments, profit commission calculations and supporting documentation
• Respond promptly to monthly queries raised by carriers and support the timely resolution of outstanding matters

Compliance & Regulatory

• Remain compliant with FCA requirements at all times
• Obtain appropriate approvals to ensure compliance with company policies, procedures and regulatory requirements, including those relating to data protection, financial crime, underwriting controls and money laundering
• Act as the main contact for product governance, ensure products and services are designed to meet customer needs and regulatory expectations
• Manage the production and accuracy of written and paid bordereau which is produced by the bordereaux team
• Oversee disbursement and recuperation of paid and claims funds

Finance

• Manage aged debt and unallocated cash, including timely query resolution
• Ensure timely, accurate data entry and manage exception reports
• Monitor controls for policy issuance and contract certainty

Technology

• Manage relationships with third-party suppliers
• Implement, maintain and test system changes, validations and controls to drive process improvement and efficiency
• Oversee change management

Key requirements

• Extensive experience in Delegated Authority operations within an MGA or carrier environment
• Strong understanding of binder governance, compliance and regulatory requirements
• Sound knowledge of bordereaux, claims and finance processes within a delegated underwriting context
• Efficient, highly organised and detail-focused, with the ability to manage multiple priorities
• Strong communication, influencing and stakeholder management skills
• Proactive, solution-driven approach with the ability to work under pressure to tight deadlines
• Ability to adapt to a rapidly changing business environment

What do we offer in return?

A career that you define. At Howden, we value diversity - there is no one Howden type. Instead, we're looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new
• We support each other in the small everyday moments and the bigger challenges
• We are determined to make a positive difference at work and beyond

Reasonable adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours or hybrid working.

Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.