Delegated Partners Oversight Lead in Manchester

HSB (UK and Ireland) is a leading specialist provider of engineering, technology and structural warranty insurance solutions, plant and equipment inspection services, and engineering-based risk management activities in the UK and Ireland. HSB consists of the parent company HSB Engineering Insurance Limited together with its two UK subsidiaries, HSB Engineering Inspection Services Limited; and a regulated MGA, MD Insurance Services Limited, which trades as Premier Guarantee or LABC Warranty. Collectively HSB is the UK and Ireland’s only group of companies solely focused on providing specialist engineering and technology insurance solutions and risk-focused inspection services and assessments to its customers.

Job Purpose

This role will lead the Governance Framework for Insurer Partner, Delegated Authority (DA) arrangements and Loss Adjustment advisor contracts, comprising end-to-end oversight of these service arrangements, building collaborative relationships, managing contracts and overseeing service levels, with particular focus on Consumer Duty. The role will also deliver audits of partners and oversee the completion of actions to deliver continuous improvement in processes and customer experience. The role will deliver management information analysis, insight generation and stakeholder engagement.

Key Responsibilities

• Manage partner relationships and contracts, ensuring contractual terms clearly reflect required performance metrics and reporting obligations, including complaints oversight, vulnerability support, fair value and Consumer Duty outcome monitoring.
• Maintain a controlled contract framework, ensuring version control and audit trail integrity.
• Monitor Partner performance, assessing adherence to agreed service levels including compliance with consumer duty requirements, overseeing service performance issues and monitoring customer experience feedback.
• Perform quantitative and qualitative analysis of Partner Management Information, including claims lifecycle, leakage, expense trends, Consumer Duty Oversight, vulnerable customer outcomes and service delivery level adherence.
• Produce dashboards and narratives that translate data to recommended actions for senior leadership and Partners and monitor delivery of actions to remediate identified issues.
• Plan, execute and document audits of Insurer Partners and Delegated Authority Partners, drafting audit scopes, executing audits, producing clear findings and root cause analysis, identifying corrective actions and tracking completion of actions by Partners.
• Prepare information on Claims function service levels to be presented to insurer partners and MGAs at Quarterly Business Reviews.
• Partner with the Risk and Compliance functions to maintain risk registers and control libraries.

Skills & Experience

Essential

• Strong understanding of delegated authority frameworks, contracts, and service delivery management.
• Skilled in planning and executing audits.
• Proven knowledge of Consumer Duty requirements, including Vulnerable Customer requirements.
• Excellent presentation skills and ability to produce “user friendly” Management reports.
• Knowledge of general insurer markets and programmes.
• PowerPoint, Adonis, CRM.

Desirable

• Claims knowledge.
• Risk and Compliance experience.

Key Competencies

• Interacting with people: Establishing relationships and maintaining contacts across the business.
• Initiative: Innovative approach to problem solving, anticipating opportunities and the ability to question/challenge existing methods and approaches.
• Attention to detail: Applying high quality standards to all tasks undertaken.
• The ability to communicate effectively at all levels, both verbally and written.
• Ability and willingness to work flexibly and across locations, where deadlines require.

Qualifications and Educational Requirements

• Partial or completed CII Qualifications preferred.
• Educated to degree level or equivalent preferred but not essential.

Personal Attributes

• High standard of organisational skills with the ability to plan and prioritise.
• Highly self-motivated with the ability to work on own initiative.
• Ownership and accountability for performance.
• Customer champion and delivery focused.

Diversity, Equity & Inclusion

At HSB, Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed. All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process.

Benefits

• 25 days Annual Leave + Bank Holidays + Well-being days.
• Up to 13% Pension contribution.
• Eligibility for an Annual Bonus.
• Private Medical & Dental.
• Life Assurance.
• Wellbeing and Development Scheme + EAP + Health Assessments (subject to scheme eligibility).
• Study & continuing Professional Development Support.
• Hybrid Working.