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job description:

About the team

Our goal is to build and implement a scalable and agile operating model that allows our business to shrink and grow in line with market conditions. Wherever possible, we want to be proactive not reactive to the operational needs of the business. The operations team are responsible for providing efficient and effective operational support to the London Market Underwriters. We are responsible for enabling the business to run efficiently, working closely with underwriters to understand, communicate and facilitate operational business requirements and through driving and supporting opportunities for process improvement and change.

We’re a big team of around 17 employees providing underwriting support to the London Market underwriters. The team is service orientated and encouraged to continually look for new ways to improve the quality and efficiency of what we do. We encourage individuals to be creative and run with their ideas for process/service improvements; being part of our operations team leads to real opportunities to make a difference to the wider business.

Operations team members are encouraged to share their ideas and opinions and trust that these are heard; we are one team all working towards the same goal of ‘being an expert support team, continuously improving processes and providing exceptional service’. In some areas we have defined process and procedures which the team respect must be followed; in other areas, team members have the opportunity to be more creative and come up with ideas that they believe will support the efficient running of the underwriting teams that they support

The role

Hiscox London Market works with a number of third party vendors. This role, reporting in to the Head of Operations, will be responsible for the day to day management of our key outsourcing partners, overseeing data quality and providing confidence internally that our data can be trusted. This role will provide efficient and effective support to all London Market functions relying on the performance of our outsource partners, continuously reviewing systems and processes within the end-to-end process, with the aim to improve quality, efficiencies and productivity.

What you’ll be doing in the role:

• Lead and develop a team of Technicians / Specialists (currently 3) who work with our outsourcers and the business to uphold the highest standards of data accuracy and operational standards; instil a sense of teamship; manage performance and provide honest, open and timely feedback; recognise and suggest opportunities for each individual’s development
• Responsible for upholding the accuracy of London Market data by monitoring outsourcer performance and implementing rigorous quality control procedures
• Manage and monitor outsourcer performance against a set of meaningful KPI’s and regularly review these KPI’s to ensure fitness for purpose
• Work with internal and external teams to build and manage MI that supports robust performance monitoring
• Build strong working relationships with outsourcers, working in partnership with them to achieve success but holding them to account where necessary
• Work with outsource partners and underwriting teams to improve data accuracy and drive efficiency in outsourced processes wherever possible
• Work with the Operations Team Managers to ensure that internal processes supporting the completion of data capture and quality control are adhered to and SLA’s achieved
• Work with internal and external parties to ensure that where errors or data inaccuracies occur, procedures and guidelines are reviewed to prevent reoccurrence
• Be an expert in all processes managed by outsourcers and act as an escalation point for queries and issues
• Be responsible for ensuring that all outsourced activity is well documented and process guides remain up to date, that all new joiners understand the relationship with our outsource partners and their role in managing the work that flows between them
• Be responsible for the accurate and timely completion of all monitoring and control reports within the team’s remit
• Provide regular updates on outsourcer performance to Operations Management, ensuring that any areas of concern are promptly highlighted along with any actions taken to rectify or mitigate
• Keep abreast of, and understand the impact of, changes to market systems, processes or initiatives that potentially could impact the syndicate’s operations and if required, work with the Operations, IT and Change teams to lead and/or support integration or change

person specification:

Must haves

• Ability to build strong working relationships across organisations and cultures at all levels
• Previous experience working with third party and outsource providers
• Experience in an external facing role; comfortable with engaging directly with our outsource partners and making decisions on behalf of the business
• Experience of managing a small team, ideally within a support function
• Experience in setting up and constantly refining processes and procedures
• Can demonstrate ability to prioritise and organise workload in order to meet tight deadlines, sometimes managing competing deadlines and shifting priorities whilst remaining calm and in control
• Ability to work independently and to take responsibility
• Insurance experience, preferably within the Lloyd’s Market (LLMIT / ACII highly desirable)
• Experience of continuous improvement
• Strong analytical skills required – must be proficient in Excel

Nice to have

• Relevant professional qualifications

About Hiscox

As an international specialist insurer we are far removed from the world of mass market insurance products. Instead we are selective and focus on our key areas of expertise and strength - all of which is underpinned by a culture that encourages us to challenge convention and always look for a better way of doing things.

We insure the unique and the interesting. And we search for the same when it comes to talented people. Hiscox is full of smart, reliable human beings that look out for customers and each other. We believe in doing the right thing, making good and rebuilding when things go wrong. Everyone is encouraged to think creatively, challenge the status quo and look for solutions.

Scratch beneath the surface and you will find a business that is solid, but slightly contrary. We like to do things differently and constantly seek to evolve. We might have been around for a long time (our roots go back to 1901), but we are young in many ways, ambitious and going places.

Some people might say insurance is dull, but life at Hiscox is anything but. If that sounds good to you, get in touch.

You can follow Hiscox on LinkedIn, Glassdoor and Instagram (@HiscoxInsurance)

Diversity and flexible working at Hiscox

At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success.

We have also learned over the past 2 years that working life doesn’t always have to be in the office, and now it is safe to do so we have introduced hybrid working to encourage a healthy work life balance.

This hybrid working model is set by the team rather than the business to enable you to manage your own personal work-life balance. We see it as the best of both worlds; structure and sociability on one hand, and independence and flexibility on the other.

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