Senior Services Manager

Location: This position will be based out of our London office. There is an expectation of a minimum 3 days a week office attendance. We strive for collaboration which is why we offer a work environment where our employees thrive and develop long lasting careers. On-boarding of new Business Units, Lines of Business, or Products in terms of embedding this new transaction processing into existing processes. Compliance, including the incorporation of evolving regulatory requirements into the 'business as usual' process and reports. Data Analytics and Data Quality standards support. Resolution of technical queries so as to minimise impact on service timelines, whilst also managing the process to document these queries, enabling review and mitigation where queries are repeated. Acting as an SME on behalf of Senior Management, overseeing day-to-day service delivery operations, ensuring representation and continuity of leadership and decision-making at necessary forums, engagement meetings etc.- Contract Management: Ensure a full understanding of Sompo's service requirements and compliance with terms and conditions by our Outsourcing partners. This will include: Agreeing statements of work, ensuring cost effective solutions whilst maintaining quality of service. Acting as a liaison between offshore and onshore teams so as to expedite the identification and mitigation of operational issues and challenges.- Performance Monitoring: Responsibilities will cover both a team and outsource partner remit, including: Providing the Head of Service delivery with regular updates on productivity, quality, and control, with the setting of goals and SLAs for delivering a service to Underwriting. Setting performance standards and regularly reviewing outsource partner performance against key metrics and service level agreements (SLAs). Tracking technology maintenance and BAU enhancement requests and statuses and supporting the prioritisation of these activities. Setting goals, and providing feedback to the Underwriting Coordinators, ensuring a consistent level of performance expectation. This will include fully documented performance reviews. Ensure active collaboration with outsourced teams to streamline workflows. Acting as the Product Owner for established/BAU products so as to set requirements for BAU enhancement, including the support of IT in the delivery of those enhancements, e.g. agreeing the priority of releases, identifying system interface failures. Supporting UK Change & Transformation in their role as Product Owner of new or developing products which will provide functional enhancement. Define the requirements of a 'service desk' for technical issues (such as questions around how things should be correctly booked, helping to resolve complex issues. Responsible for the Root Cause Analysis of failures between systems. User Acceptance Testing on behalf of Business Units when deploying new technologies (e.g., all GWPC deployments) Oversight of the completion of Policy Conversions for London and Bermuda Business Units as they are deployed onto the Guidewire Policy Administration System. Ensuring that SOPS are regularly maintained in collaboration with the Senior Quality Assurance Manager. Ensuring adherence to underwriting guidelines and regulatory requirements. Bachelors degree or equivalent, and insurance qualification (ACII) is preferred Significant experience of specialty and commercial insurance, and the London market. Experienced and confident team leader with at least 6 years of operational management experience. A track record of process improvement. Ability to represent Operations at senior levels with confidence. Data driven approach to measuring service and ability to analyse trends in data. Strong problem solving and decision-making abilities. Working knowledge of Insurance Underwriting systems. We are Sompo, a global provider of commercial and consumer property, casualty, and specialty insurance and reinsurance. Building on the 130 years of innovation of our parent company, Sompo Holdings, Inc., Sompo employs approximately 9,500 people around the world who use their in-depth knowledge and expertise to help simplify and resolve your complex challenges. Because when you choose Sompo, you choose The Ease of ExpertiseTM . "Sompo" refers to the brand under which Sompo International Holdings Ltd., a Bermuda-based holding company, together with its consolidated subsidiaries, operates its global property and casualty (re)insurance businesses. Sompo International Holdings Ltd. is an indirect wholly-owned subsidiary of Sompo Holdings, Inc., one of the leading property and casualty groups in the world with excellent financial strength as evidenced by ratings of A+ (Superior) from A.M. Best (XV size category) and A+ (Strong) from Standard & Poor's. Shares of Sompo Holdings, Inc. are listed on the Tokyo Stock Exchange. To learn more please follow us on or visit .