Operations Manager, Europe Operations
at The Travelers Indemnity Company
Worcester, England, United Kingdom -
| Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
|---|---|---|---|---|---|---|---|
| Immediate | 24 Nov, 2024 | Not Specified | 29 Aug, 2024 | N/A | Customer Experience,Referrals,Productivity,Adjustments,Exceptions,Team Coordination,Service Levels,Strategic Sourcing,Production Processes,Escalation,Liaison,Oversight,Business Units,Decision Making,Processing,Commercial Insurance,Thought Leadership | No | No |
Required Visa Status:
| Citizen | GC |
| US Citizen | Student Visa |
| H1B | CPT |
| OPT | H4 Spouse of H1B |
| GC Green Card |
Employment Type:
| Full Time | Part Time |
| Permanent | Independent - 1099 |
| Contract – W2 | C2H Independent |
| C2H W2 | Contract – Corp 2 Corp |
| Contract to Hire – Corp 2 Corp |
Description:
Responsibilities:
- Coordination and liaison between Europe Operations and BPO vendor partners.
- Support the design and implementation of new BPO migrations - as required across Travelers Europe.
- Ensure all production processes have suitable performance metrics and, where relevant, ensure all contractual service levels are in place - including SLAs measuring timeliness, quality, productivity, and customer experience.
- Monitor and report on the actual SLA performance against targets for all allocated areas of business responsibility within Europe Operations.
- Coordinate and facilitate management updates across Europe Operations to accelerate resolution.
- Support Senior Operations Manager and Europe Operations Leadership to maintain strong relationship with BPO vendor partners.
- Ensure that all reported issues are properly addressed and resolved in a timely fashion.
- Support the day-to-day operations of migrated processes to include:
- Processing defined exceptions including proper evaluation of the exception, liaison with business partner and BPO vendor partners, as necessary to determine root cause(s) and agree appropriate resolution(s).
- When requested, review and validate day-to-day BPO vendor escalations to ensure these are all valid.
- Serving as a subject matter expert (SME) within Europe Operations and providing escalation to Senior Operations Manager for all issues that require further Management attention.
- Liaison and central communications with IT to advise and coordinate updates re. production issues that are impacts SLAs.
- Assisting with the first-line support and management reporting where BPO vendors experience security or access issues that threaten to impair SLAs or risk production service disruptions.
- Ensures the timely and accurate delivery of information for Underwriters to support New Business and Renewals lifecycle.
- Analyse Submissions, renewal, new business, mid-term alteration activities (i.e., identify/gather relevant account information to quote and / or bind the policy create underwriting exhibits, etc.) that support Underwriting decisions, consistent with business unit strategy (sustainable growth targets and retention targets).
- Ensures Underwriting and pricing exhibits are prepared in line with the latest production SOPs and/or UW specific requirements where variation from SOPs are specified (including exposure information, rating, claims analysis, expense models, updated account information).
- Ensures Underwriting documentation and supporting files (e.g., quotes, policies / evidence of cover, certifications, mid-term adjustments, cancellations, actuarial pricing models, reinsurance contracts, etc.) are stored in line with the latest production SOPs and/or UW-specific requirements where variation from SOPs are specified.
- Ensures accurate and timely servicing and debiting of accounts.
- Provides active operations management and team coordination to support the timely triage, routing, and clearance of credit control queries with prioritisation of items where premium collection is required.
- Supports the Underwriters to deliver New Business quotes by providing support and management information on the submission as well as supporting tasks through “Analysing Reports” to “Going on cover.”
- Coordinates the Underwriting support and other related services as required from the team - e.g., including data entry into the core systems of record.
- Ensures onshore and offshore team have up-to-date SOPs and process documentations.
- Perform other duties as assigned.
- Perform other duties as assigned
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Insurance
Banking / Insurance
Insurance
Graduate
Proficient
1
Worcester, United Kingdom
