Title: Service Delivery Manager Division: Insurance Services Location: Witham Banding: 4 Contract: Permanent Closes On: Saturday 10 November 2018 Job Purpose: To effectively plan, oversee and co-ordinate the day to day activities within the Credit Control & Binding Authority Management departments in order to improve efficiency, productivity and performance, driving the achievement of departmental and group business objectives. Responsibility for but not limited to; SLA delivery, Business Continuity, audits both internal and external, and BAU management of the Credit Control & Binding Authority Management departments. Duties and Responsibilities: 1. Operations Management Delivers high standards of the service to the client by making the most effective and efficient use of the operational staff and technology resources. Accountable for and achieves all internal and external SLA’s across the departments through effective team management. Provides guidance, advice and support for the mutual benefit of the Clients and the business. Continually reviews business processes, identifying areas for improvement and implementing effective change projects. Leads work streams on project teams as and when required. Ensures the operational elements of the area are effectively communicated and considered and all projects are sufficiently embedded Performs regular audits to monitor service quality. 2. Communication and Awareness Understands the productivity targets set by Group and works closely with Senior Management to ensure these targets are achieved. Demonstrates full understanding of the regulatory requirements that affect and impact our business. Works closely with the Client Services Manager and other Senior Managers to ensure full understanding of the industry challenges and is pro-active when seeking solutions. Embraces multi-channel communication from clients, pro-actively seeking ways to implement new technologies to ensure we meet and exceed the client’s expectations. 3. Management Information Develops and maintains management information systems to support all areas of responsibility. Provides monthly, quarterly and annual Management Information (MI) with analysis on performance for all operations for EXCOM. Tracks performance against KPI’s and, where necessary, takes measures to address underperformance, escalating to directors where appropriate. Conducts regular monitoring review/reforecasting, notifying, analysing and acting on variances against plan. 4. People Management Uses a competence based approach, in conjunction with HR, to ensure suitable candidates are recruited in the most time and cost efficient way. Ensures staff meet competence standards against Job Profiles and are supervised appropriate to their level of competence. Assesses individual competence and training needs through regular performance based appraisal. Develops staff by identifying training needs, maintaining a training and development plan and ensuring that valid needs are met. Skills & Experience: Experience of working within the Lloyd’s and Company Insurance Markets, with syndicate or broker experience Demonstrable experience of managing large teams in a customer focused environment Experience of managing change Proven experience as a team player, capable of operating effectively within a senior cross-team management function Significant experience in operational management or leadership role within an insurance services provider organisation Company operation, structure, systems and controls Insurer and Market Services Products and Services Insurer and Market Services business areas: territory; trade, product and class Insurer and Market Services Internal Procedures Manuals Core IT systems, Baccus, Technical/Placing/Account Management Operations of international insurance and markets The operation of delegated authorities Lloyd’s delegated facilities procedures/byelaws Bordereaux Credit Control, Legacy and Live Regulatory and Risk Management General Insurance regulation and legislation Prevention of financial crime GDPR Business and Professional Project management principles People management Verbal and written communication at all levels Leadership Analysis and interpretation of management information Operational planning and implementation Decision making Negotiation/persuasion Advanced working knowledge of Microsoft Office programmes Ability to build effective relationships (internally/externally), establishing credibility amongst an extensive client group Are you a Davies Person? All Davies Group employees need to be able to demonstrate our Big IDEA, Inspire, Deliver, Empower and Aspire. It is essential all employees embed these behaviours in line with their job role.