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Head of Operations, Broker [28/11/2009]
ob Description
About Hiscox
Who are we?
Hiscox, a FTSE 250 company domiciled in Bermuda since 2006, is a leading specialist insurer covering a diverse portfolio of personal and commercial risks. With 100 years of underwriting heritage, we now have more than 1,000 staff, with offices in 12 countries. In 2008, the Group controlled a gross premium income of £1,147 million with a pre-tax profit of £105.2 million.
As a market leader in our chosen areas of business, we cover risks that range from marine, terrorism, aerospace, technology, media and professional indemnity through to high value personal insurance, such as homes and contents, fine art, bloodstock and kidnap and ransom.
We are not a mass producer of insurance policies but focus on key areas of expertise and strength. We specialise in protecting people with unusual and often complicated insurance needs.
There are three main underwriting parts of the Group. Hiscox London Market, Hiscox UK and Europe, and Hiscox International:
• Hiscox London Market underwrites mainly internationally traded business in the London market – generally large or complex business which needs to be shared with other insurers or needs the international licences of Lloyd’s
• Hiscox International includes operations in Bermuda and Guernsey and Hiscox USA.
• Hiscox UK and Hiscox Europe offers a range of specialist insurance for professionals and business customers, as well as high net worth individuals
Our business philosophy
The best people
Any business is only as good as the people it employs. We aim to employ the best people to produce the best insurance solutions and deliver the best service possible.
The best clients
Hiscox has three vital questions for every risk - "Who is the insured? Who is the insured? Who is the insured?" Who we insure is crucially more important than what we insure. Whatever the business, be it a global oil company or a one man professional practice, we are interested in the management and how the business is run. Our belief is that the good insured always pays too much, and the bad insured too little. By seeking out the good insureds and avoiding the bad, we are able to offer wide cover at reasonable premiums.
Innovation
All of our products have been designed with our customers’ specific needs in mind. Creative use of technology has also improved distribution and enabled us to respond even more quickly and effectively to our customers. Unlike many of our competitors, Hiscox really is an
organisation that thrives on change.
The Role:
To lead operations for the broker channel business within Hiscox UK, ensuring high quality, simple, and efficient service is provided to our brokers.
Key Responsibilities:
Principal duties and responsibilities (key result areas and limits of authority):
• Responsible for the service quality and efficiency of all product services within our broker channel
• Manage 3 direct reports responsible for the service improvement team, the schemes operations team and the relationship with Capita (our outsourced third party).
• Provide leadership to :
o ensure service standards for Capita are in place and measurable so that we obtain an appropriate level of delivery from our outsource partner
o the Service Improvement Team to ensure that we are delivering beneficial service improvements to the business.
o the Schemes team, to ensure that they grow in an effective manner to support the expected increase in schemes business.
• Actively manage the unit costs down by 10-20% per year at a minimum
• Take an active role within the Operations Management team to ensure that the whole area is effectively managed, and that the strategy and plan for the future is achievable.
• Lead development and delivery of the operational targets and plans for the UK broker business ensuring we effectively balance the need to deliver an outstanding customer experience with the need to do this for the lowest cost possible.
• Develop and contribute to the strategy of the Operations team and competitiveness of Hiscox UK.
• Act as a deputy to the UK Chief Operations Officer.
Person Specification
Person Specification:
• Significant experience of managing operations environments using management and efficiency tools, such as Lean, SLAs, Transactional MI
• Worked for a well respected consumer brand, preferably within a Financial Services background.
• Strong leadership. Key aspects are ability to demonstrate passionate ownership for their areas of responsibility; use their initiative to drive improvements across the broker business; ability to influence others across the business.
• Highly analytical. We are on a journey to become more data based in our decision making and professional in our delivery of highly quality; consistent management information and analysis across the business. Knowledge of lean techniques would be a bonus.
• Great collaboration skills. This role will require an ability to work with people in different functions and from different backgrounds.
• Analytical mindset and experience of producing reports
• Personable and able to develop robust working relationships with people from a variety of departments and backgrounds
• Innovative
• The ability to work in a faced paced and changing environment, adapting to the needs of the business
• Team player
Why Hiscox?
This is a fantastic opportunity to join Hiscox during a time of focused growth where you will have the remit to make a real difference.
Hiscox offers an environment where you are encouraged to grow with the team and this is an exciting time to be joining this fast growing organisation. There will be plenty of opportunity for on the job career development within a supportive environment.
Job Type:
Permanent
Location:
Texas-Irving
Salary:
[n/a]
Date available:
now
Company:
Hiscox Insurance plc
Company Description:
Hiscox is a leader in specialist insurance. We seek to provide the best protection and peace of mind for our clients through high quality insurance products, backed with excellent service. We are experts in covering a wide range of personal and commercial risks often too complex or too much trouble for other companies. We aspire to a reputation for integrity and quality. Find out about Syndicate 33 at Lloyds. UK customers can buy our products via a broker.
Company Website:
[n/a]
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