Business Process Service Manager
Job details
Our reinsurance industry client, with international operations, is seeking a Business Process Service Manager to join their team. There has been a recent change to company’s business process outsourcing (BPO) company which carries out the following processes: binding contracts, collateral, cession reporting, credit control. The new role of Business Process Service manager has been identified in order to provide the close oversight required to oversee this geographically separate team to ensure data is entered accurately and timely. In addition, the company are undertaking a number of changes to their underwriting/finance systems. The role holder will ensure any process changes affecting the offshore team are rolled out successfully (including updating SOPs, training, overseeing updated tasks etc.). This role therefore has both a quality control element and a relationship and service management element ensuring stakeholders are kept informed and processes are continuously improved. This role reports to Reinsurance Underwriting Services Manager and would be best suited to someone with strong (remote) management experience within the (re)/insurance industry and excellent organisational, analytical and communication skills. Key Responsibilities:
- Managing the business process outsourced offshore team (currently 13 staff)
- Understand all offshore processes and become referral contact for queries
- Create and maintain process flowcharts
- Ownership of SOPs and user guides
- Train offshore staff (to ensure SOPs and processes are understood)
- Put controls in place and review work carried out to ensure data is entered accurately and timely
- Oversee management within the offshore team regarding appropriate work coverage / no key person dependency / cross-skill trained
- Set and review KPIs to ensure we are getting the best by outsourcing and adequate resource is in place
- Ensure process changes (due to updates to our underwriting/finance systems) affecting the offshore team are implemented successfully
- Work with the Reinsurance Underwriting Services Manager to ensure offshore processes are carried out efficiently
- University degree preferred, with a business related emphasis;
- Minimum 5+ years in the Reinsurance industry, (or Insurance industry preferably with Delegated Underwriting Authority (DUA) experience)
- Minimum 5+ years experience in a management role (10+ people)
- Experience of a managing a data processing team
- Experience of managing staff working offshore / outsourced
- Accounting qualification not required, but may be favourable
- Knowledge of SICS (reinsurance software) and WEBI (reinsurance reporting tool) advantageous
- Experience in credit control advantageous
- Experience of change management and improving processes
- Strong organisation skills (following up on tasks) and high attention to detail
- Excellent Excel skills (comfortable manipulating data for purpose of reconciling/reviewing large data sets)
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