Head of Centralised Services

About Argenta

Argenta Group is headquartered in London and has a presence in Australia, employing over 280 people globally. We are proud of our unique and rich history of trading in the Lloyd’s market, both as a Syndicate and Members’ Agency, and to be part of the Hannover Re Group. Our long-standing workforce are our greatest asset; the expertise and knowledge they bring has resulted in our successful track record and continues to shape our future growth strategy.

About the role

This is a new high-profile role which is critical, within Operations. This role will report in to the COO and be responsible for streamlining key processes, improving coordination and supporting our underwriting teams to enable them to focus on market-facing activity.

The Head of Centralised Services will be responsible for leading effective transactional processing, underpinned by defined operational metrics, integrated quality controls and proactive capacity management. The role will also oversee the development and documentation of standard operating procedures to ensure consistent data standards and high-quality service delivery.

This role will be responsible for building and leading the Centralised Services Function and ensuring top performance and delivery of the below services:

• Data Entry and Quality

• Risk Entry with Quality Assurance
• Endorsement with Quality Assurance

• Credit Control

• Credit Control queries

• Underwriting Assistants will also have a dotted reporting line into one of this position’s direct reports.

As the Head of Centralised Services, your key responsibilities will involve

Data Entry and Quality Control:

• Define process and measures (for both service delivery and quality assurance) for each in-scope service in alignment with business stakeholders.

• Management of processes to meet service delivery SLAs.

Credit Control:

• Manage the end-to-end process

• Manage the direct involvement of the Credit Control Team.
• Exert influence on those impacting input quality and query remediation.

• Providing direction and leading a fully effective and engaged team, including responsibility for resourcing, performance management, coaching and developing team members.

• Undertake any other related duties as may be reasonably required.

• Working for a regulated Company, you will be expected to perform your duties to the highest of standards, in accordance with the following Conduct Rules as specified by the FCA:

• You must act with integrity
• You must act with due care, skill and diligence
• You must be open and co-operative with the FCA, PRA and other regulators
• You must pay due regard to the interests of customers and treat them fairly
• You must observe proper standards of market conduct.

About you

• Good knowledge & understanding of managing transactional processes and teams to challenge service and quality standards and make process improvement.

• Operational expertise, as shown through a track record in the following:

• Building and leading teams to meet service delivery SLAs.
• Developing and improving processes for quantifiable productivity, service or quality benefits.

• Strong operational skills that include the following:

• Capacity management, including forecasting and resource allocation strategies.
• Measurement of performance through metrics, including their on-going development and use.

• Strong leadership and development skills to build, coach and manage team performance. Capable of developing and maintaining effective relationships at all levels with stakeholders across the business.

• Role model for good culture; inspire and engage the team and hold individuals to account against Argenta behaviour framework.

• Ability to support process improvement and increase efficiencies, continually looking for opportunities to add value and working with the wider team and management to deliver positive change.

• Implementing business strategy where relevant and ensuring the continued development of the Centralised Services Team.

Behaviours

These five behaviours sit at the heart of how we work at Argenta:

Supporting each other – Treat each other with dignity and respect, valuing our differences, so we can all be ourselves and achieve our goals.

Generating creative solutions – We do not settle for things that are not right; we do not walk by, we seek creative solutions.

Owning the delivery – We set clear objectives and deadlines; we are accountable and own the delivery end to end, knowing others will too.

Being Committed – High performing professionals, recognising the importance of wellbeing and balance in our lives.

Building longstanding relationships – Collaboration with our clients and those we work with is key; we work as a team to ensure the best outcomes.