This role is for an experienced Underwriting Operations Manager to work with CNA Hardy Europe Underwriting teams to manage underwriting processes and maintain high standards of operational service. The candidate will be responsible for the operational performance of the Underwriting Operations teams with focus on processing activities throughout the policy lifecycle. Responsible and accountable for the overall effective management of the Centralised Support Centre (CSC) function to deliver excellent high quality policy service to the Underwriting Business Units and Branch Network Offices in Europe.
You will ensure effective leadership and management of the operations in accordance with established policies, procedures. Legal requirements and ensure department provide a professionally delivered level of service with a culture of right first time.
Analyse and evaluate the efficiency and effectiveness of the operations, recommend, and implement changes to improve the delivery of the function building a high performing team.
Key Responsibilities
- Leads a team of Underwriting Operations staff across CNA Hardy European locations.
- Manages support team and provide knowledge, tools, rewards, learning and development & skills to achieve optimal performance results.
- Direct monitoring of policy servicing processing activities for the specified line of business and locations as per corporate guidelines and best practices.
- Establish and monitor metrics for quality, productivity standards. Determine priorities in the development and implementation of support processing activities, productivity and performance standards.
- Monitor and enforce performance standards, evaluates and formulates processing plans & schedules in accordance with approved budget.
- Effectively allocate resources to meet changing business needs.
- Overall responsibility for centralised processing documentation. Evaluates and continuously improve processes and procedures on ongoing basis
- Meets and exceeds Key Performance Indicators (KPI’s) in accordance with Operational Management; Identifies potential issues and address in a timely manner
- Builds and maintains a quality control framework. Drives the accountability for data integrity by identifying and implementing the necessary processes and controls around the flow of data in mainframe systems.
- Develop and maintain relationships with stakeholders ensuring high customer satisfaction through meeting and exceeding service level and standards including quality control.
- Complies with all applicable legal and regulatory requirements and ensure, at a level appropriate to the position that appropriate measures are in place to ensure this compliance.
- May perform additional duties as assigned.
Skills, Knowledge & Experience
- C. 5 years experience in commercial insurance desirable.
- Knowledge of Underwriting processing and Operations.
- Strong stakeholder management skills.
- Proven experience of leadership and managing teams with the ability to effectively motivate others, accomplishing established goals and builds a competitive organization by attracting, managing, developing and retaining top talent.
- Excellent interpersonal skills with the ability to handle and resolve difficult and sensitive situations.
- Strong written and verbal communication skills.
- Proactive and organized. Acts with a sense of urgency to advance priorities of the organisation.
- Strong operational skills and financial acumen.
- Strong analytical and problem solving skills, uses metrics and information analysis to problem solve.
- Knowledge of the Insurance industry and functions of Underwriting including functional process requirements.
- Ability to implement systems, processes and procedures that improve the customer experience including robotics and automation requirements.
- Knowledge of business process re-engineering, with the ability to recognise and implement best practices.
- Lean/Six Sigma Process thinking.
- Fluent in English and French, with another European language being an advantage
The Company
CNA Hardy is a leading specialist commercial insurance provider for clients within the Lloyd’s and company markets. We offer a highly specialised and comprehensive portfolio of innovative and market leading products. Coverage is available to businesses of all sizes for domestic, international and global exposures.
