Job Description : About Hiscox
Who are we?
Hiscox is an international specialist insurer and reinsurer. We provide market leading products and excellent service to individuals and businesses with unusual and often complicated insurance needs.
We cover reinsurance and insurance 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, luxury motor, and kidnap and ransom, and are market leaders in many of our chosen areas.
We are not a mass producer of insurance policies but focus on key areas of expertise and strength and we do business according to our core values of courage, quality, integrity, excellence and human.
The purpose of this role is to support our country processes in managing the Policy administration processes by providing an efficient, customer centric and high quality service and developing a team of engaged and high performing professionals.
Accountable for our Customer experience in the Policy administration country team and create a culture of customer centric mindset on the team which can allow Hiscox to differentiate in the market
Ensure the team understands the company vision and team mission and can put it in practice on the day to day
Be the owner of the Quality standards of Hiscox and keep thigh control of the work performed by the team
Manage daily performance of the team and be available and visible to staff in the workplace. Ensure the team understands the defined goals and is accountable for them
Resource / capacity planning, workload prioritization and allocation on a daily basis
Responsible for training and coaching the team and support the staff in their personal development and career planning ensuring the recognition of good performance
Recruitment and selection of team members
Continuously work to improve the processes and challenge conventions and root causes of problems. Define and implement improvements
Delivering, monitoring, maintaining and improving the team’s KPIs and SLA s
Act as point of escalation for more complex work or contentious issues
Act as point of reference for technical and procedural best practice operational knowledge
Manage the relation with key stakeholders (internal and external to Hiscox) and the team and ensure that communication flows in a transparent way
Coordination with in country teams, building a peer to peer relation with countries and ensure the tasks transition guaranteeing the planning and execution of in tasking in a reliable way and spirit according the Hiscox Values
Accountable for the Policy administration process and for maintaining the process procedures up to date and available to staff
Responsible for the team performance management, training and coaching
Person Specification :
Key Requirements : Person Specification
You will have a Baccalaureate or degree qualification
Proficient in written and spoken English
Good interpersonal skills with the ability to build relationships in and outside Hiscox and manage different level of stakeholders
Good analytical skills and able to analyse complex data with effective decision making in complex business / technical issues
Personal drive to achieve personal goals and motivates others to achieve team goals.
Customer orientation and mindset
Good leadership skills, team and conflict management
You will ideally have experience of working in an office environment, ideally in a multi national, multi lingual environment, experience in insurance is an advantage
Experience on managing teams 5 to 15 staff in a multinational environment
Evidence of an interest in a career in people management, insurance or shared services is required
You will need good computer skills including Microsoft Outlook, Excel skills and power point. Training to develop your IT skills can be provided
Expert knowledge of operational processes and procedures, core systems, interfaces and reporting tools. Lean or Six sigma training would be an advantage
Experience in recruitment, performance management and absence management
People management skills (e.g. providing feedback, delegation, coaching, managing difficult situations)
Good communicator and team player
Flexibility to travel
In the earlier stages of your career at Hiscox, success will be rewarded by organic growth of the UK team in Lisbon and the overall growth of Hiscox Europe and UK.
In the longer term you could move into other roles more senior in terms of people management or others (like change), as the Shared Services Centre grows or into a more specialist professional role as the service develops.