Applications Manager in London

Reporting to: Head of Core Applications

Position Type: Permanent (Hybrid working, 3 days in the office per week minimum)

Why Tokio Marine HCC?

Standing still is not an option in the current world of Insurance. TMHCC is one of the world’s leading Specialty Insurers. With deep expertise in our chosen lines of business, our unparalleled track record and a solid balance sheet, TMHCC evaluates and manages risk like no one else in the industry. Looking beyond profit, empowering our people and delivering on our commitments are at the core of our customer values, along with a desire to grow and provide creative and innovative solutions to our clients.

About Operations

Operations sits at the heart of TMHCC, we ensure the smooth running of all business processes – from policy administration and claims handling to data, technology, and delivery. We focus on driving efficiency which enables our teams across the business to deliver exceptional results every day. Our value statement: Ops makes it happen.

Operations is made up of 7 functions, this role sits within: IT

We are the foundation for TMHCC’s success - enabling the business to grow, compete, and innovate through technology, security, and solution design. From shaping strategy to delivering resilient operations, we ensure every capability is aligned to business value. Our inclusive and collaborative culture empowers everyone to explore ideas, solve meaningful challenges, and build fulfilling careers that make a real impact.

Job Purpose:

TMHCC is in the midst of an IT transformation and has shifted towards a Product-centric operating model. Alongside this a set of enterprise applications, used by several lines of business, are managed by a central Enterprise Applications team – within which sits the Core Applications team. This team covers Verisk Eclipse application, also Box, Imageright and NewGen CMM and CCM applications. Support is provided via a hybrid model. You would be part of an onsite team of SMEs providing support escalation plus advice and collaboration with LoB and project teams. You would work closely with offshore service providers like CoForge as well as vendors like Verisk, NewGen, ImageRight and BOX providing a managed service or break-fix support capability.

As the Applications Manager you will report into the Head of Core Applications and add value in a variety of ways. Your main focus will be to improve the value and quality provided by partners and vendors, also becoming deeply integrated with other teams in Enterprise Applications and the wider IT Product and Platforms teams. You will also collaborate closely with business units via Engineering Delivery Leads from each Line of Business;

Key Responsibilities:

• Service Management of a suite of critical applications covering business areas including policy administration, content management and document management.
• Oversee Partner (Offshore) and vendor services provided by vendors Coforge, Verisk, Newgen and Vertafore (Imageright).
• Engage with multiple internal customers (LoBs represented by Engineering Leads) to ensure appropriate resolution of incidents via the ServiceNow tool, and recording of resolutions and identification of bugs and defects via Azure Dev Ops tool.
• Assist in resolving and reporting on a variety of high-impact incidents (P1 and P2) or problems through in-depth evaluation of complex business issues, system processes or platform issues with the help of managed service partners.
• Follow approved ITSM service management framework (ITIL) also be aware of SDLC, project management methodology and Agile frameworks in use at TMHCC.
• Ensure that all required steps are followed, all required tickets are updated and approvals for change are obtained as needed.
• Proactively manage inscope application-related risk items / findings to closure / resolution.
• Assist with Agile development projects and Release to production as needed.
• Provide in-depth analysis with interpretive thinking to define issues and develop innovative solutions.
• Work closely with Internal auditors on their requirements and help manage vulnerability exceptions.

Skills and Experience Specification:

Essential:

• Some demonstrable experience of past support of insurance underwriting and claims applications (some Specialty/London Market experience).
• Minimum 3 years of service management with vendors; proven experience in managing offshore vendors, managed service and headcount-only.
• Experience working with ServiceNow and Azure Dev Ops.
• Familiarity with supporting testing and release management.
• Proven line management experience in managing hybrid onshore and offshore teams.
• Minimum of 3 years’ experience working in insurance, preferably specialty (non-retail) insurance and exposure to Lloyds of London markets.
• Good understanding of applications like Verisk Eclipse, NewGen, Imageright or Guidewire.

Preferred:

• Some past experience with support or development in MS SQL.
• Aware of all aspects of the software development life cycle.
• Degree in Computer Science, Information Systems, or other related field preferred or equivalent work experience.
• Experience with Customer Communications Management, Enterprise Content Management or Webservices technologies.

What We Offer

The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals. The Tokio Marine HCC Group of companies is an equal opportunity employer. Please visit www.tmhcc.com for more information about our companies.