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Insurance Operations Leader

4 months ago

Morristown, Tennessee, United States Sompo International Holdings Ltd Full time

As a prominent provider of insurance and reinsurance services with a global presence and workforce spanning Bermuda, the U.S., U.K., Europe, and Asia, we understand that our achievements are directly linked to our team members. At Sompo International, our core principles of honesty, teamwork, flexibility, performance, and distinction define our culture and our dedication to delivering an excellent employee journey that attracts and retains the top talent in the field. As we expand, we are on the lookout for diverse, creative, and motivated professionals to join our groups and present a wide array of career growth opportunities at all levels, across various business sectors, in each of our global offices. Our reward and benefits schemes are competitive and aligned with the market, featuring exceptional family-friendly arrangements and adaptable work setups.

Job Description

Are you searching for your next career step?

Sompo has a distinct opening for an Insurance Operations Leader in our Broker and Client Services unit. This position will directly assist the SVP Head of North America Insurance Operations and play a crucial role in designing and executing efficient operations support for brokers and clients.

The Insurance Operations Leader will oversee the Broker and Client Services processes, optimizing internal and external operations and technology, acting as the driver for operational enhancements and client service excellence–from handling submissions to managing incoming queries–while also supervising and ensuring the accuracy of broker and client master data records throughout our global network. Effective communication skills, meticulous attention to detail, and the ability to adapt to the ever-changing insurance sector environment are essential for this role.

Location: This role will be situated in our Morristown, NJ or Charlotte, NC office. Our emphasis on collaboration is manifested in the nurturing work atmosphere that enables our staff to thrive and build enduring careers.

Our company, your influence, our opening:

What you'll be involved in:

  • Strategic Planning:
    • Develop and communicate the vision, strategy, and roadmap for submission evolution aligning with company goals.
    • Offer leadership and direction in broker and client operations projects.
    • Promote a culture of customer focus, data-driven decisions, and ongoing enhancement within the organization.
    • Cooperate with business stakeholders to recognize their needs and priorities for broker and client support.
    • Establish solid connections with executive management, business units, and functional segments to advocate broker and client service projects and secure backing.
  • Execution:
    • Supervise servicing operations by monitoring performance metrics / SLAs and identifying enhancement opportunities.
    • Manage the quality and timeliness of broker data updates.
    • Handle the intake, processing, and ingestion of new and recurring business submissions.
    • Offer a leading perspective on broker and client interactions, encompassing trends, request types, volumes, and resolution timelines.
    • Act as the primary link between business units and operations to drive value from Process and IT changes and investments.
    • Effectively present the vision, define user stories, and validate business requirements.
    • Engage in cross-functional solution formulation and issue resolution to streamline workflows.
    • Head change management through an integrated and comprehensive communication and training approach.
  • Talent Management:
    • Develop and supervise a team of operations professionals when necessary, like Broker Servicing Analysts or Operations Analysts.
  • Risk Management and Compliance:
    • Ensure conformity with regulations and internal policies across the policy administration process.
    • Alleviate risks linked with process changes by implementing appropriate controls and oversight mechanisms.

What you'll bring to the table:

  • Minimum of 10 years' experience in underwriting operations, process enhancement, outsourcing, or related positions within the P&C insurance industry, specifically in broker or customer support.
  • Thorough comprehension of insurance operations, procedures, and industry best practices.
  • Demonstrated expertise in strategic planning, change management, and cooperation across functional teams.
  • Superb communication and interpersonal abilities to foster collaboration and develop agreement among varied teams.
  • Robust project management capabilities to oversee intricate projects from planning to execution.
  • Proficiency in computer skills (Microsoft Office - Excel, Visio, PowerPoint etc.).
  • Effective issue-solving and decision-making skills; strong dedication to work and dynamism.
  • Capacity to perform effectively in a fast-paced setting is vital; a sense of urgency is necessary.
  • Capability to determine priorities, anticipate issues, comprehend, and communicate project statuses to relevant parties.
  • Bachelor's Degree or comparable experience preferred
  • Pursuit of ongoing educational certifications linked to the Insurance Industry preferred