Central Operations Team Manager
£50,000 - £60,000
London – Flexible hybrid
One of the biggest names in the London Market are seeking a Central Operations Team Manager. Reporting to the Head of Operations, with direct responsibility for a team of 3, this role will seek to support across London Market functions with regards to data oversight, performance analysis and continuous improvement for processes.
Key responsibilities & accountabilities:
• Lead and develop a team of Technicians / Specialists (currently 3) who work with our outsourcers and the business to uphold the highest standards of data accuracy and operational standards; instil a sense of teamship; manage performance and provide honest, open and timely feedback; recognise and suggest opportunities for each individual’s development
• Responsible for upholding the accuracy of London Market data by monitoring outsourcer performance and implementing rigorous quality control procedures
• Manage and monitor outsourcer performance against a set of meaningful KPI’s and regularly review these KPI’s to ensure fitness for purpose
• Work with internal and external teams to build and manage MI that supports robust performance monitoring
• Build strong working relationships with outsourcers, working in partnership with them to achieve success but holding them to account where necessary
• Work with outsource partners and underwriting teams to improve data accuracy and drive efficiency in outsourced processes wherever possible
• Work with the Operations Team Managers to ensure that internal processes supporting the completion of data capture and quality control are adhered to and SLA’s achieved
• Work with internal and external parties to ensure that where errors or data inaccuracies occur, procedures and guidelines are reviewed to prevent reoccurrence
• Be an expert in all processes managed by outsourcers and act as an escalation point for queries and issues
• Be responsible for ensuring that all outsourced activity is well documented and process guides remain up to date, that all new joiners understand the relationship with our outsource partners and their role in managing the work that flows between them
• Be responsible for the accurate and timely completion of all monitoring and control reports within the team’s remit
• Provide regular updates on outsourcer performance to Operations Management, ensuring that any areas of concern are promptly highlighted along with any actions taken to rectify or mitigate
• Keep abreast of, and understand the impact of, changes to market systems, processes or initiatives that potentially could impact the syndicate’s operations and if required, work with the Operations, IT and Change teams to lead and/or support integration or change
Qualifications & experience:
• Insurance experience, preferably within the Lloyd’s Market (LLMIT / ACII highly desirable)
• Ability to build strong working relationships across organisations and cultures at all levels
• Previous experience working with third party and outsource providers
• Experience in an external facing role; comfortable with engaging directly with our outsource partners and making decisions on behalf of the business
• Experience of managing a small team, ideally within a support function
• Experience in setting up and constantly refining processes and procedures
