Operations Manager

About DUAL

Working across 21 countries, DUAL has built a reputation as a specialist underwriting group and the market of choice for insurance intermediaries around the world. That’s how we have become one of the world’s largest international underwriting agencies (or MGAs) with US$3.4bn GWP. DUAL is part of Howden, a leading global insurance group with employee ownership at its heart. Founded in 1994, it provides insurance, reinsurance and underwriting services to clients ranging from private individuals to the largest multinational companies. The Group operates in 57 countries, employs over 24,000 people and manages premiums totalling US$50bn on behalf of its clients.

Role overview

Reporting to the Business Director, the Operations Manager is responsible for the effectiveness of the underwriting operations framework, ensuring binder, governance, claims, bordereaux, finance and underwriting activities are delivered in line with Binding Authority Agreement requirements, regulatory standards and internal controls. The role acts as a key point of coordination across underwriting, finance, compliance and technology teams, and as liaison with capacity providers and coverholders.

Role responsibilities

• Binding Authorities Support capacity provider requirements, including security letters, binder documentation, audits, adherence to binder terms and associated correspondence as required. Assist with DUAL’s Binding Authority Agreements, including renewals, mid-term adjustments, profit commission calculations and supporting documentation. Respond promptly to monthly queries raised by carriers and support the timely resolution of outstanding matters.
• Compliance & Regulatory Remain compliant with FCA requirements at all times. Obtain appropriate approvals to ensure compliance with company policies, procedures and regulatory requirements, including those relating to data protection, financial crime, underwriting controls and money laundering. Act as the main contact for product governance, ensure products and services are designed to meet customer needs and regulatory expectations.
• Bordereaux Manage the production and accuracy of written and paid bordereau which is produced by the bordereaux team. Oversee disbursement and recuperation of paid and claims funds. Reconcile cumulative bordereaux.
• Finance Manage aged debt and unallocated cash, including timely query resolution.
• Underwriting Ensure timely, accurate data entry and manage exception reports. Monitor controls for policy issuance and contract certainty.
• Technology Manage relationships with third-party suppliers. Implement, maintain and test system changes, validations and controls to drive process improvement and efficiency. Oversee change management.

Key requirements

• Extensive experience in Delegated Authority operations within an MGA or carrier environment.
• Strong understanding of binder governance, compliance and regulatory requirements.
• Sound knowledge of bordereaux, claims and finance processes within a delegated underwriting context.
• Efficient, highly organised and detail-focused, with the ability to manage multiple priorities.
• Strong communication, influencing and stakeholder management skills.
• Proactive, solution-driven approach with the ability to work under pressure to tight deadlines.
• Ability to adapt to a rapidly changing business environment.

What do we offer in return?

A career that you define. Of course, we offer a competitive range of rewards and benefits to support you, but we know you expect all that. What you might not expect is a job where everyone has a voice, where volunteering in the community is part of the day job, and where everyone is encouraged to play a part towards our sustainability goals. We want people who want to make a difference - not just in the workplace, but in the industry and in the wider community.

Our culture: people first

Our core values dictate how we live and work. We’re a group with independence and people at its heart - and a home for talent with a unique culture: the biggest small company in the world. Being a people-first business has always been central to who we are. Our vision was to create an independent organisation with a distinctive culture that would survive and thrive through the people who shape it. Finding the most talented and entrepreneurial individuals to join the group has been, and will continue to be, key to our success.

Diversity and inclusion

At DUAL, our people are our greatest strength. We are committed to building an open and inclusive culture where everyone feels trusted and that they belong. We work to ensure all candidates, employees, clients and business partners are treated with fairness and respect. We want every candidate to be able to bring their best to the recruitment process, so if you require reasonable accommodation at any stage, please let us know and we will work with you to provide appropriate support.