Have you ever wondered who insures the insurance companies? What different elements the insurance policy consist of, and how it is assembled? Would you like to see the backstage of international insurance market? To get to know how to insure skyscrapers from terrorist attacks, endangered species or private art collections? Our company is just the place to do all that!
AXA XL is one of the leading companies on the insurance and reinsurance market. We are currently looking for eager and passionate candidates to join our growing family!
After all, how risky can it be to join the insurance company?
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As a fast growing Shared Service Centre (SSC) we are looking for an individual with a proven track record of team leadership and skills to manage one of our Operations Team.
Delivery Lead will be responsible for multiple teams. The teams focus will be to directly support the Underwriting team by providing high quality underwriting support service. The teams will perform front-to-end activities throughout the life-cycle of renewal and prospect accounts from submission to expiration. These tasks will be performed with guidance from the Middle Office and Underwriter. The teams will be engaged in ongoing development of insurance knowledge related to their specialized line of business.
You will be expected to balance supporting the team members, Shared Service initiatives and developing wider business aims within the teams. A core aspect of this is communication - having the ability to have robust, fair and open conversations with Stakeholders at all levels of seniority. Having a variety of teams also means that you will need to understand the aims and purposes of each team at a high level, and if necessary getting involved in more detailed aspects should the need arise.
On top of the core role above, the successful candidate, will also be integral in shaping and owning key initiatives to develop and mature the overall Shared Service Centre for the benefit of all teams. Being a core member of the office leadership team will mean that you will need to go above and beyond your daily role to help achieve wider targets for the office.
- Oversee a number of Insurance Operations teams responsible for Underwriting Support Services likes: policy maintenance, data entry, endorsements, certificates, policy wordings, invoice issuance, reconciliation, pricing modelling etc.
- Provide superior customer service to all internal and external stakeholders, and ensure the same high customer service standards are upheld by all colleagues. Continually identify areas where stakeholder experience can be improved.
- Ensuring processes, procedures and SLA’s are met and adhered to. Whilst considering the wider company aims.
- Manage the workflow of multiple tasks and maintain a detailed understanding of the status of various tasks owned by Middle Office, Underwriters, Brokers and XL internal network and fronting partners around the world and prioritize and organize the team’s workloads; considering expertise, task complexity, workload and other considerations.
- Effectively support and enable the successful transition of new and existing work into the teams from across XL Catlin, in line with Global Operations strategies. This will include working as a trusted advisor to Regional Ops Teams, informing the identification and transition of new or improved opportunities
- Drive a culture of Continuous Improvement and learning. Ensuring initiatives are tracked and supported where necessary
- Active participation and accountability for the Quality Review Process for area of responsibility. Work with key stakeholders on process review and improvement.
- Collaborate and correspond verbally and in written format with internal and external contacts across the world, keeping in mind differences in local language, time zones, good local standard, to achieve a high level of service and meet client expectations.
- Proactively problem-solve to balance and manage client/broker expectations with internal service standards.
- Supporting and developing the teams through regular communication, training, coaching and appraisals reviews
- Maintain necessary reporting and controls across the teams (e.g. quality reviews).
Your skills and qualifications will ideally include:
- Proven experience in stakeholder management and transition processes is a must
- Proven strong leadership running rather large (100+) and multi teams providing services to different customers
- University degree (business, insurance, finance, economy, management is preferable)
- Fluent Business English as a must, additional language can be added value
- Proven experience in insurance business would be advantageous
- Experience in a shared service environment would be advantageous
- Team building skills; Role model by setting a high bar for performance, engagement and commitment. Ability to coach, develop, set expectations, evaluate and hold people accountable for delivering. Takes initiative and has the ability to lead independently.
- Ability to build effective working relationships (internally/externally), establishing credibility amongst a wide and demanding client group
- Experience of working autonomously and driving initiatives to completion.
- Ability to work in a dynamic and growing organization where the control environment is maturing and where there is therefore a need to be flexible and pragmatic
- Good organizational skills with ability to work under time pressure in a changing environment. Approach tasks proactively and anticipate needs. Think quickly and prioritize multiple work streams without sacrificing quality. Act with a sense of urgency.
- Excellent people skills; communicative and open to new challenges
- Excellent analytical and logical thinking skills with strong attention to detail, ability to dive into detail of processes where needed
- Computer literate including Microsoft Outlook, Word, Excel, PowerPoint and other commonly used software