Location: London/ Hybrid
Salary: Competitve
About the role
This individual will lead the Process ownership function. The role sits in the International Operations Leadership team, reporting to the head of the International Operations function, and will work closely in alliance with the Underwriting, Underwriting Support, and Central Services teams. The role will ensure the efficient and effective running, monitoring and reporting of the Operations function. This individual will own performance measurement and monitoring of key operational processes, identify root causes of performance variation, and drive continuous improvement.
The Global Specialty International division has ambitious growth goals, and transformation of the underwriting and operations practices and processes is key to unlocking new business opportunities and process efficiencies to drive business growth. The Process Ownership Manager is a key leadership role responsible for partnering with business and technology leaders to continuously improve processes to ensure we reach our goals.
Responsibilities:
- Understand end-to-end performance of critical International operational processes and evaluate process metrics to identify performance variation and root causes
- Subject matter expert for end-to-end International operational processes
- Lead the prioritisation of change to ensure the Process Ownership team deliver the most impactful changes in processes
- Measure the impact of process changes and recommend the highest value-driving initiatives
- Lead the monitoring, measurement and support the delivery of consistent data quality for the operations processes
- Enhance, maintain, develop (if non-existing) and deliver the training program for operations processes and systems
- Participate in cross functional design teams and project initiatives that impact processes
- Communicate notable trends to and influence priorities with senior leadership, including the COO
- Measure process KPIs and influence development in Performance Board metrics
- Lead changes to performance and operations metrics as needed to drive change management and adoption
- Monitor the impact of deployed process changes to validate solution effectiveness
- Partner closely with the following key stakeholders:
- International Operations Manager to deliver and enhance reporting on key performance metrics, opportunities, and priorities for The Groups senior leadership and International board committees on a monthly basis
- The Groups Operations leadership to identify and implement opportunities for process consistency and efficiency across business units
- Data and Analytics, when data gaps are identified, to find root causes and implement changes as required to improve the data (process, training, data correction). Work with the Data and Analytics team to design reporting that can assist the Operations teams.
- Technology to prioritise and implement system enhancements to improve operational processes and effectiveness
- Oversee the management of Operations’ data quality monitoring tool (DQ Pro rules) – monitoring, developing, SLA review, enhancing and refining DQ Pro rulesets. Working with Data & Analytics to maximise the benefits and use of DQ Pro. Drive adoption and ensure lessons learned opportunities are executed.
- Partner with workforce planning team to implement, enhance, and maintain staffing models, as well as ensure usage of staffing models to enable adequate staffing levels are maintained to deliver customer service
- Monitor and ensure the adoption, adherence and contribution to maintenance of the standard operating procedures
- Assist the International Operations Manager to achieve operational efficiencies by identifying opportunities for continuous Improvement
- Stay aligned to London Market and Lloyd’s change programs (e.g. Blueprint 2) to ensure all International processes are aligned and can achieve the desired benefits where appropriate
- Lloyd’s and London Market International business experience strongly preferred
- Experience of multiple insurance lines preferable
- Track record of using analytical capabilities to analyse performance, predict trends and create action plans
- Qualifications and experience in Process Improvement methodologies is preferred
- Continuous Improvement mindset and a passion for delivering innovative outcomes
- Demonstrated ability to influence and build strong partnerships with a variety of stakeholders
- Flexibility and willingness to adapt to changing trends (operational, industry, and technological)
- Strong attention to customer needs and capability to translate into actionable solutions
- Strong communication skills with ability to communicate effectively to and influence people at all levels
- Management experience, including managing operations teams, preferred
- Good organisational skills and excellent attention to detail
- Logical, inquisitive, and resourceful
- Use of Subscribe, Genius or other Lloyd’s underwriting systems
- Excel experience essential