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    Affinity and Program Business Operations and Support Manager - The Hague, Nederland - Liberty Specialty Markets

    Liberty Specialty Markets
    Liberty Specialty Markets The Hague, Nederland

    2 dagen geleden

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    Role Title:Affinity and Program Business (APB) Operations & Support Manager

    Division:APB Operations

    Department:Operations

    Location:The Hague, Netherlands

    Type:Permanent

    Role of Department

    LSM Europe has established APB (Affinity & Program) Business, which is a new strategic business created to support the achievement of our overall strategic growth plans. We aim to enhance our capabilities to underwrite and efficiently manage the higher business volumes of micro and small medium enterprise commercial insurances through a range of different delegated authority arrangements (volmachten). This is stereotypically high volume low premium per risk, standardised mono-line products evolving over time to multiline products, and highly homogenous risks.

    APB sets out to be an agile, well balanced and efficient business model, providing LSM Europe countries with new underwriting and alternative distribution capabilities through which they can access and efficiently manage different types of profitable delegated insurance business, typically more spread across the geography in which they reside.

    LSM Europe APB model has five core components: underwriting, distribution, governance, claims and operations and the APB Operations and Support Manager Netherlands, will naturally be involved in many of these core elements working collaboratively with colleagues across these core functions.

    APB desires sustainable long term, incrementally growing business partner relationships founded on certainty early in the process. To achieve this in an agile framework, we want to establish an effective operational model that will efficiently manage robust business partner selection through to due diligence, onboarding, post bind and data processing for many thousands of micro, small, medium enterprise (SME) commercial insurance solutions, whilst always maintaining the appropriate level of oversight, monitoring and management information.

    APB comprises a central APB management team through which knowledge and expertise can be shared, accessed and developed with LSM Netherlands through a clear framework and process, with data coding and data feeds, bordereaux management, IT, MI dashboards, systems and other tools developed through collaboration and interaction with the dedicated APB Operations & Support Manager Europe and the LSM Europe Operations team.

    In addition to close interaction with the APB central management team, the APB Operations & Support Manager team will work closely with the LSM Europe Chief Operating Officer and Operations Team in country and with our back office centre of excellence teams, to develop effective and efficient processing and operational solutions to develop a low cost expense model for APB business.

    Central and local teams will interact closely. The APB Operations and Support Manager Netherlands will ensure that bottom up in country capabilities are shaped to market practice and local nuances. This will work together in a dual reporting structure as we now explain more fully.

    Key Purpose of Role

    This role has a dual reporting line. This dual reporting means we can optimise knowledge sharing and leverage APB best practices, which will additionally provide valued support to local Underwriters and Claims teams in the management and control of delegated underwriting and claims handling authority. The additional matrix reporting will also ensure that the central focus point for APB and expertise can be channelled efficiently and effectively into country and bottom up through the country which will be nuanced to meet local market practices.

    The APB Operations Support Manager Netherlands will be tasked in all functions and associated processes, procedures, controls and systems necessary to facilitate efficient and effective management, oversight and monitoring of Affinity & Programme business emanating from LSM Netherlands office in The Hague. Working alongside colleagues in Underwriting, Claims, Distribution and Operations, as well as LSM Central functions, such as Legal, Compliance, Audit and Finance, the role will a wide range of tasks including initial due diligence and ongoing regulatory oversight, the management of agreements, monitoring underwriting performance, monitoring of premium and claims processing and managing queries/issues if and when they arise. This role will act as the focal point for A&P Business within your Branch office.

    The role has a direct reporting line to the APB Operations and Support Manager Europe.

    In context, Liberty in Europe plan for more than USD70m in premiums for this segment by and the role will be taking the opportunity from source, working closely with APB Management, the local European Branch Manager/Sponsoring Underwriter, operations team, distribution management in country and at a European level, to work through the process efficiently, collaboratively and systematically.

    The role will involve providing support to other members of the existing team. Good colleague engagement and stakeholder management will be essential.

    Key responsibilities:

  • Collaborate and interact effectively with the APB Operations and Support Manager Europe and the local APB Operations and Support Managers
  • Collaborate and interact effectively with the COO, Operational team
  • Collaborate and interact effectively with Change/Project Management roles
  • At Country level identify, analyse and review existing processes and procedures
  • At Country level, recommend both short term process improvements and medium term enhancements
  • Support the Country General Manager, in country Underwriting team and Distribution team on all APB matters
  • Work with Eurpoean Distribution Team (EDT) and APB Distribution Manager on RFP tenders and new business presentations
  • Support the new business process, including the preparation of materials for new Business Partner Scoring Matrix and assist with the due diligence and onboarding processes where the appropriate level of quality standard is met
  • Understand and implement our A&P Framework, in particular our scale of delegation and the associated levels of due diligence/oversight required and ensure appropriate levels of knowledge sharing with the local team
  • Support the Country General Manager in the management of ongoing regulatory and due diligence requirements
  • Understand APB Business Partner reporting capabilities and requirements (for example premium and claims bordereau), monitor timely receipt, take appropriate action when overdue and contribute feedback to ensure continuous improvement of the process
  • Monitor bordereau processing to ensure it is completed accurately and on time by either our back office Centre of Excellence in Dublin or locally
  • Receive, manage and respond to processing queries
  • Escalate credit control issues
  • Assist with the drafting, and ongoing management including mid term changes, of Agreements between LSM and our APB Business Partners
  • Monitor ongoing performance, in collaboration with the appropriate colleagues from Underwriting, Claims and Distribution
  • Raise performance or operational concerns (red flags) early to local underwriter and EDT
  • Prepare both individual and consolidated reports for A&P business in country, for reporting to the Country Manager, Heads of LoB and also provide centrally to APB Management team in support of our Quarterly Business Reviews
  • Manage and participate in Quarterly Business Reviews, both internally and externally with the Business Partner
  • Manage the external audit process in collaboration with the Audit Manager, including coordinating resulting actions from audit reports
  • Assist local underwriters and EDT with A&P client visits, preparing materials, including agenda, performance reports as well as record notes and actions
  • Initiate and support data analysis and reporting ahead of renewals
  • Manage and support ad hoc issues and troubleshooting
  • Implement new Bordereau management tool as directed by APB management
  • Support the reporting preparation's for annual stewardship reviews of APB Business Partners and take ownership of continuous improvement actions

    • Skills & Experience

  • Multi-lingual; Fluent in Dutch and English
  • Direct or indirect experience in managing delegated business APB (affinity, facility, scheme, portfolio solutions and coverholder or MGA binder business)
  • Knowledge and experience of market practices and regulations in Netherlands for APB (affinity, facility, scheme, portfolio solutions, coverholder and MGA binder)
  • Knowledge and experience of APB business processes. Ideally has a positive track record working on APB business processes, and working knowledge and experience of the European Insurance Markets in general
  • Demonstrates a good understanding of underwriting processes and knowledge of regulatory and underwriting risk factors
  • Self- starter with strong initiative and demonstrated capacity to achieve project deliverables on time
  • Business analytics skills critical – demonstrates a measured and structured approach to analysis, data & logic driven with a measurable rationale in approach and follows a clear logic
  • Comfortable reviewing detailed information, piecing it together and preparing summarised case files with clear & efficient communication
  • Excellent interpersonal and communication skills
  • Enjoys being a collaborative team player
  • Comfortable with an agile way of working, for example being part of multiple virtual teams that are formed from time to time to focus on a specific tasks or projects

    • About Liberty Specialty Markets (LSM)

    Liberty Specialty Markets is part of Global Risk Solutions and the broader Liberty Mutual Insurance Group, which is a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets.

    Our people are key to our success. That is why "Put People First" is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through:

  • Offering a vibrant and inclusive environment and committing to their career development.
  • Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment.
  • Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals.
  • A supportive culture, which includes promoting a healthy work-life balance and working flexibly.
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