Senior Operations Technician

This Senior Operations Technician role will support the FinPro division. The role is a senior administration role within Operations at LSM. It is the first link for the underwriting teams into business support. Additionally, the candidate will directly support the Operations Manager in specific projects and complex tasks and will be able to deputise the Ops Manager where applicable. The ability to effectively communicate with many teams across LSM and prioritise work according to various system close dates, SLAs and KPIs is a fundamental attribute required to fulfil the role.

About the Department & Team: Underwriting Support is a team in the business support division which sits within the wider operations department. As a team we ensure our offshore colleagues are provided all the information required to accurately process premiums onto our policy admin systems within the agreed SLAs. Supporting the underwriting teams in general administration of the policy file, reporting, operational process advice and guidance and other ad-hoc requirements also forms an important part of the role the team plays within the business. We also work very closely with the cash and credit control functions to ensure any issues or queries relating to payments are investigated and actioned accordingly. The operations department also comprises divisions such as MI and analytics, claims operations, facilities, strategic operations and IT. Data timeliness, quality and accuracy are at the heart of our core responsibilities and processes and together we provide effective support services to the whole business enabling LSM to meet its revenue, growth and other strategic goals.

Key Responsibilities:

• 40% of time to continue supporting the Underwriting assistants with bookings, cash queries and complex cases.
• Maintain and update trackers/ renewal lists ensuring weekly chasers have been sent to the underwriting teams on FON’s/ cash queries not booked.
• Manage all lineslip and binders across Finpro, ensuring bookings are processed correctly in Genius/ Iris, quarterly reviews are carried out against EPI vs signed and adjust the premium with sign off from the underwriters.
• Support Ops manager with weekly/ monthly review of exceptions reports, ensuring amendments are made and themes/ patterns are discussed with Ops manager to prevent in the future.
• Work with Underwriting/Portfolio Management to ensure Estimated Premium Income (EPI) entries are up to date in source systems.
• Ensure regular meetings are attended with the Credit Control team to resolve any unallocated cash and outstanding debt queries.
• Identify trends and work directly with key stakeholders to resolve.
• Capture accuracy and data quality issues with Genpact, ensuring the issues are escalated and tracked on a monthly basis.
• Assist Credit control with the Top 10 aged debt, by liaising with the brokers/ underwriters for updates and resolutions.
• Capture accuracy and data quality issues with UAs, to support training and development.
• Ensuring documentation is filed according to the team’s prescribed filing structure.
• Ensure process documents are available and are saved in the Finpro teams folders.
• Support Operations manager to manage team’s SLAs and KPIs, assisting with weekly and monthly performance reporting.
• Respond positively when data quality issues are identified within your work and takes corrective actions in timely manner.
• Attend Finpro Integrated Business Unit Meetings alongside Operations manager and act as a deputy when on holiday.
• Support Ops manager with onboarding new joiners and assisting with training.
• Support various month close procedures as directed.
• Train members of the offshore processing team, new starters and other support teams as and when required.

Communication:

• Inform underwriting support management and underwriting teams of any potential backlogs or build-up of work as required.
• Ensure all queries are responded to within 3 days of receipt, if no resolution then advise query originator of the delay.
• Actively participate in team meetings and 1:1 catch ups with Operations manager.

Ancillary Tasks & Teamwork:

• Assist with any audit activities as required.
• Work with underwriting support management to ensure any training materials either internal or for our offshore processing partners is up to date and contains the correct information.
• Work with a continuous improvement mindset and raise any possibilities for improvement to our processes to underwriting support management.
• Assist and support the team on ad hoc tasks and projects or other duties as reasonably requested.
• Mentor more junior colleagues and support with their learning and development.
• Raise any concerns with Operations Manager as necessary.

Stakeholder Management:

• Regularly meet and have open dialogue with the underwriting teams.
• Support other stakeholders and colleagues as required, e.g., Claims Adjusters, Risk Engineers Exposure Management.
• Liaise with Brokers to manage accounts as required.
• Raise important or critical business issues to the Operations Manager.
• Develop strong working relationships with colleagues and departmental management / functional leadership.

Professionalism:

Adherence to all relevant regulatory requirements forms part of your role, and the demonstration of behaviours as set out in the Conduct Risk Policy, as they relate to your role, is core to LSM's commitment to our Liberty Values, placing customers at the centre of our business and behaving with integrity. LSM expects you to understand your responsibilities relating to all regulatory and internal requirements and to demonstrate compliance proactively with these requirements and behaviours. These requirements include the Senior Managers and Certification Regime Conduct Rules, Solvency II, fair treatment of customers, Financial Crime, Data Protection, Conflicts of Interest, and Whistleblowing.

Skills and Experience:

• Relevant insurance experience, preferably within the London/ Lloyd’s Market desirable.
• Experience with transactional insurance system Genius/IRIS highly desirable.
• Advanced verbal and written communication skills.
• Experience of working to varying and tight deadlines.
• Ability to work independently.
• Advanced prioritisation skills.
• Strong analytical skills required.

About Liberty Specialty Markets (LSM):

Liberty Specialty Markets is part of Liberty Mutual Insurance Group, a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets. Our people are key to our success.