Head of Underwriting Services

Department: Operations

Location: Hybrid - Office-based 3 days a week

Who We Are

Rokstone, part of the Aventum Group, is an established international underwriting managing agency (MGA) and an approved Lloyd's of London coverholder. With innovation at our core, we go beyond the ordinary to offer brokers specialised (re)insurance solutions. Our commitment is to redefine industry standards.

At the heart of Aventum are our people. Working together in dynamic, service-focused teams, we prioritise our customers in everything we do. Collaboration fuels our success, courage drives our innovation, and continuous improvement keeps us ahead in a rapidly evolving industry. Our shared commitment is to revolutionise insurance for the better, one day at a time.

We also believe that investing in our people is investing in our future. By empowering people across the Group to develop their careers, advance within the Group, and take on new challenges, we create an environment where growth and learning are ongoing. Our competitive benefits package reflects this, allowing employees to tailor their benefits to meet their individual needs.

Role Summary

The Head of Underwriting Services is responsible for leading and overseeing all operational aspects of the underwriting policy processing operations across the organisation. This role ensures that policy processing activities are executed efficiently, accurately, and in compliance with internal policies and regulatory requirements. The role is central to maintaining high-quality service delivery, providing a high level of customer service and implementing process improvements to support business growth and risk management.

Role Accountabilities

• Lead and manage the underwriting processing team, setting performance expectations and ensuring delivery against service level agreements (SLAs).
• Oversee the end-to-end underwriting process from submission intake through to decision and issuance.
• Collaborate with Underwriting, Risk, Compliance, IT, and other departments to ensure smooth workflows and alignment with company objectives.
• Monitor processing metrics and KPIs; identify trends, bottlenecks, and opportunities for process optimisation.
• Ensure compliance with internal underwriting guidelines, industry regulations, and data privacy laws.
• Drive automation and digital transformation initiatives to modernise the underwriting function.
• Recruit, train, and develop underwriting support staff to maintain a high-performance culture.
• Manage operational risk within the underwriting processing function, implementing corrective actions as needed.
• Serve as an escalation point for complex processing issues or exceptions.
• Any additional duties as assigned.

Role Requirements

• Proven experience in a senior operations role within the insurance industry, preferably with MGA experience.
• In-depth experience in insurance operations, regulatory compliance, and risk management.
• Experience in successfully managing and developing teams.

We are an equal opportunity employer, and we are proud to share that 93% of our employees say they can be themselves at work. We aim to hire the industry's finest people because the best talent drives the best outcomes. We continually challenge the status quo because we know there are always ways to improve things. Together, we're limitless.

We value applicants from all backgrounds and foster a culture of inclusivity. We understand the need for flexibility, so work in a hybrid model. Please let us know if you require any reasonable adjustments during the recruitment process.

FCA Conduct Rules

• You must act with integrity.
• You must act with due skill, care and diligence.
• You must be open and cooperative with the FCA, the 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.
• You must act to deliver good outcomes for retail customers.