Operations Manager Central Service

INTL Operations Manager – OG07YZ

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.

Operations Manager – Central Service

International Underwriting Operations, Global Specialty

Position Overview

Leads the Central Service team of Underwriting Assistants and Delegated Authority administrators, delivering exceptional service and innovative solutions to underwriting teammates, broker partners, and customers. Operates across all lines of business, reporting to the International Operations Manager, who oversees all underwriting operations.

This role is pivotal in optimising service delivery for the Underwriting team. It offers an exciting opportunity to support The Hartford\’s ambitious growth plans by creating capacity, streamlining processes, and implementing cutting-edge technology to scale operations.

Responsibilities:

• Lead and support a team of 20, made up of, Team Leaders, Underwriting Assistants and Delegated Authority administrators, to deliver accurate, expert-level service to underwriting teams – while fostering a collaborative environment that drives high engagement and continuous improvement.
• Actively contribute as a member of the Operations Management Team, working collaboratively with peers and the International Operations Manager to continuously enhance service delivery standards for underwriters and foster a positive and inclusive work environment.
• Hiring and cultivating the pipeline of future underwriters.
• Drive the annual performance review process by facilitating meaningful goal-setting conversations and identifying development opportunities.
• Manage workload prioritisation.
• Lead in increasing the knowledge and proficiency of underwriting systems, processes and procedures and future improvements within the team.
• Ensure timely and quality policy administration, including submission to binding, amendments via endorsements, documentation filing, pre-modelling requests, business exception reports, quality control, and contract certainty amendments.
• Ensure that monthly, quarterly and year-end business timetable is adhered to, providing effective communication to key stakeholders and support all internal and external reporting deadlines.
• Identify opportunities for continuous improvement, managing root cause problem solving and process improvement solutions.
• Support the maintenance and usage of the staffing model to ensure adequate staffing levels are maintained to deliver customer service.
• Monitor and ensure the adoption, adherence and contribution to maintenance of the standard operating procedures.
• Act as a focal point for the team on IT and systems projects by coordinating the team’s technical input into requirements specifications, test plans & procedural documentation, and by ensuring that progress is communicated.
• Leading the team through change and supporting The Hartford’s journey through technology enhancement, transforming processes and implementing AI.
• Embed The Hartford’s culture, vision and values across the team.

Experience & Skills:

• Experience of supervising underwriting support staff.
• Experience of Delegated Authority business processing preferred.
• Track record of driving execution and achieving results through a team.
• Experience of developing a high performing team.
• Lloyd’s and London Market International business experience strongly preferred.
• Experience of multiple insurance lines preferable.
• Demonstrated ability to build strong partnerships with a variety of stakeholders.
• Reporting, communications, and developing strong rapport with senior underwriting leaders.
• Flexibility and willingness to adapt to changing trends (operational, industry, and technological).
• Strong attention to customer needs and capability to translate into actionable solutions.
• Continuous Improvement mindset and a passion for delivering innovative outcomes.
• Leading through change.
• Good organisational skills.
• Strong communication skills with ability to communicate effectively and influence people at all levels.
• Logical, analytical, and resourceful.
• Excellent attention to detail.
• Use of Subscribe, Genius or other Lloyd’s underwriting systems preferred.
• Excel experience required.

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