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Job Title: European Senior Operations Specialist (Dutch or Italian Speaking)Division: OperationsDepartment: OperationsLocation: Any of our European Office locations Type: PermanentPurpose of the Role To provide onshore regional operational expertise, oversight and support to the onshore business teams and operations technicians. Key ResponsibilitiesGeneral duties Acts as the liaison and point of elevation on all operational business aspects - between the Country Manager, Country Business Operations Manager, the Underwriting managers, the Credit Control Specialist, Operations Technicians and the European Operations Management. Helps improve customer satisfaction by monitoring and further implementing KPIs (onshore and offshore), together with the Control Office of Operations, LSM Europe. Helps implement and embed the European Operations model. Assists in identifying in-country administrative activities as new opportunities (in Operations, Underwriting, Credit Control) for transitions – to free up onshore capacity & improve effectiveness for underwriters. Have oversight and understanding of all inflight transitions across LSM Operations Ensure all pilots and transitions meet minimum requirements (onshore and offshore) Assist in extraction, oversight and monitoring of unprocessed premium data from branch reports and submit to Finance and Operations on monthly basis. Follow up with local underwriters as required to ensure timely handover of bound business. Act as local advocate and guide ensuring adherence to One EU processes and procedures. Elevating challenges, improvement opportunities and non-compliance to management as identified. Act as point of enquiry for new users on One EU processes and procedures Monitors local access rights to the LSM policy admins and accounting systems (e.g. Genius and Rulebook) and the Workflow Management System (DOT). Investigate and responds positively when data quality issues are identified within the teams work, and takes corrective actions in timely manner Responsible for understanding and knowledge of local ways of working and regulations, incl. tax and duties, and can translate into features for LSM Europe systems, e.g. the underwriting system and the workflow management system. Working with business processing analyst and local teams in order to have effective documentation and maintenance of all local training materials. Assist in regular operational audits and reviews Management, oversight and coordination of all local policy templates and local issuance queries, working closely with regional teams/offshore centres and local operations technicians and EU Ops management Good understanding of outwards reinsurance structures and needs, helping to train and communicate on annual changes Can help play a role in operations projects Processing exceptions and high complex tasks Regularly meet and have open dialogue with management of the wider Operations organization to ensure: that service levels are being met; underwriter feedback is captured and where necessary, acted upon by all; data quality issues are identified promptly and root cause analysis elevated to QA/QC teams and local management; manage the oversight & ensure timely response to requests for information related to policy processing and issuance questions – onshore and offshore; raise important or critical business issues to the manager. Team Work Is a valued member of the LSM Europe Operations organization. Seeks and communicates with management opportunities for continuous improvement within processes and procedures. Prioritize work and gives a good level of attention to detail to ensure team quality and timeliness targets are met. Be an active member of the team meetings, sharing relevant information with colleagues and contributing positively to the team's objectives. Raise salient business issues to the appropriate management level. Contribute to system and process change activities as directed by the Manager. Working with Operations teams to identify and elevate issues and risks on inflight or future transitions to regional operations management Assist in regular retrospectives or lessons learned, collate results, feeding in outputs to highlight and implement continuous improvement opportunities Professionalism Adherence to all relevant regulatory requirements forms part of your role, and the demonstration of behaviours as set out in the Conduct Risk Policy, as they relate to your role, is core to LSM's commitment to our Liberty Values, placing customers at the centre of our business and behaving with integrity. LSM expects you to understand your responsibilities relating to all regulatory and internal requirements, and to proactively demonstrate compliance with these requirements and behaviours at all times. These requirements include the Senior Managers and Certification Regime Conduct Rules ,Solvency II, fair treatment of customers, Financial Crime, Data Protection, Conflicts of Interest, and Whistleblowing. In virtue of your role's prescribed legal entity responsibilities, you will be required to: Undertake your role with due regard to the prescribed responsibilities and regulatory requirements associated with that role – which may require undertaking appropriate learning & development. Take appropriate responsibility for legal entity management oversight to enable the effective response to regulatory enquiry and challenge. Oversee and contribute to the ongoing maintenance and fostering of a healthy culture. Any other duties as is reasonably requested. Professional Development Under the guidance of the Manager make measurable progress against the development framework. Commit to and demonstrate progress towards professional qualifications. Seeks to further develop an understanding of Insurance business Maintain documented evidence of progression towards achieving annual appraisal objectives. Skills and Experience Knows and has experience in Insurance/Financial Services in Operations, WFM, Agile, Project management, Continuous improvement/lean six sigma. Good verbal and written communication skills Fluent in English and one of the following - Dutch or Italian Good MS Office skills such as Excel and Powerpoint Experience of working to varying and tight deadlines Ability to work independently Ability to work in collaboration with a diverse set of teams and cultures Experience in working with shared services environment and teams Ability to work independently and use their own initiative Strong analytical and problem-solving skills Excellent collaboration and stakeholder management and relationship building skills Strong analytical skills required About Liberty Specialty Markets (LSM) Liberty Specialty Markets is part 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.
