MGA Team Leader - English, Spanish and French Speaker
Hiscox Ltd
Lisbon
há 3 dias

Job Description : About Hiscox MGA

About Hiscox MGA

Hiscox Managing General Agency (MGA) is an exciting venture for Hiscox with aggressive growth plans. Specializing in underwriting larger ticket specialty insurance and reinsurance lines such as Space and Satel- lites, Recreational Marine (Yachts), Casualty, Fine Art and Property, the MGA model enables us to under- write using Hiscox capacity and capacity from other insurers.

Hiscox MGA operates from offices in London, Miami, Lisbon and Paris. This role will be Lisbon-based reporting to the MGA Operations Manager in London.

The current team in Lisbon acts in a service center environment, supporting administration across all lines of business for the MGA.

The Role

The purpose of this role is to manage the administrative function for Hiscox MGA in Lisbon. This will include managing the existing team to further develop its current activities while being hands-on in policy, claims administration and credit control.

It is key to provide an efficient, customer centric and high quality service and to recruit, train and develop a team of engaged and high performing individuals.

Personal Objectives

  • Deliver high quality solutions around the management of the insurance policy life-cycle with deep understanding of the business specifics
  • Be accountable for MGA Administration processes and implement and maintain procedures and ensure availability to team members
  • Maintain a high level of service quality and effectiveness ensuring reflection of the Hiscox brand with the key focus on customer needs
  • Act as a point of reference for the technical and procedural best practice and operational knowledge for other team members;
  • provide expertise and support to more junior team members

  • Perform, or monitor the performance of key processes that are critical to MGA operations, and maintain current and complete procedures and guidelines for these processes, for which you will be expected to become an SME
  • Ensure recognition of good performance
  • Actively contribute to achieve business objectives
  • Be available and visible to team members and live Hiscox values as a raw model
  • Act as a point of escalation for more complex tasks or difficult to manage situations and handle complaints from clients, brokers and stakeholders in a timely manner
  • Delivering, monitoring, maintaining and improving the team’s KPIs / SLAs.
  • Work with the business to create new processes and documentation to support the transition of work to the Lisbon team and establish service levels to be measured against
  • Team Objectives

  • Create a culture of customer centric mind-set on the team and ensure the team understands the company vision and team mission
  • Responsible for recruitment, training and coaching the team and support the employees in their personal development and career planning
  • Accurate, timely and efficient data entry and quality checking to ensure accuracy across the team
  • Monitor service quality, individual productivity and SLAs, volumes, complaints, backlogs and maintain appropriate reporting
  • Coordinate and train new staff members and actively participate on new task transition
  • Maintain active communication with the team members and stakeholders to respond to and resolve queries within processing deadlines
  • Coordinate and initiate process improvement processes within the team and manage set up and execution of new projects
  • Developing the team In-keeping with the culture of existing teams in the Lisbon office and the wider Hiscox MGA business
  • Management Objectives

  • Responsible for the team performance management, training and coaching of staff including team members yearly evaluation, and personal objectives
  • Management of daily performance of the team
  • Resource / capacity planning, workload prioritization and allocation of tasks on a daily basis
  • Create and revise processes’ documentation
  • Work with the business to create new processes and documentation to support the transition of work to the Lisbon team and establish service levels to be measured against
  • Continuously work to improve the processes and challenge conventions and root causes of problems
  • Define and implement continuous improvements and support project work e.g. data cleansing
  • Participate in initiatives that will automate some of the above named procedures, either as part of independent projects or as part of our transition to OneShield / Mustang
  • Produce and analyze regular and ad hoc management information as required by MGA underwriters and management
  • Responsible for the team performance management, training and coaching of staff including team members yearly evaluation, and personal objectives
  • Management of daily performance of the team
  • Resource / capacity planning, workload prioritization and allocation of tasks on a daily basis
  • Create and revise processes’ documentation
  • Continuously work to improve the processes and challenge conventions and root causes of problems. Define and implement continuous improvements and support project work e.g. data cleansing
  • Produce and analyze regular and ad hoc management information as required by MGA underwriters and management
  • Give support to the finance team by producing reports, documentation and answering queries
  • Manage communications with all stakeholders, across different countries, languages and levels
  • Person Specification :

    Our must-haves

  • You will have experience of working in an office environment, ideally in a multi-national, multi lingual environment, experience in insurance is an advantage
  • Ability to identify, ensure submission and implementation of areas where innovation is possible and drive the team to consider this in their day to day tasks
  • Have the capacity to explore multiple ideas and innovative solutions
  • Build a culture of creativity and innovation
  • Set high standards of personal performance
  • Establish and implement or revise KPIs and SLAs to monitor team performance
  • Ensure accountability and clear responsibilities within the teams measured through KPIs
  • Decision making and judgment of priorities using information available and in a timely manner
  • Communicate and probe the thought process of others to uncover root causes to problems and develop solutions
  • Raise difficult issues, errors and be able to appropriately communicate them to stakeholders or the team
  • Show assertiveness in communication
  • Offer ideas and opinion without fear of criticism or professional risk
  • Have a do what it takes attitude and be open to do things outside of the role
  • Embrace change and challenge the unknown
  • Demonstrate a strong drive to achieve meaningful results with the ability to organize, prioritize and plan workload to meet deadlines
  • Develop and maintain excellent relationship with all stakeholders : internal and external
  • Build rapport by identifying common interests and priorities
  • Understand team members’ strengths, motivations and areas of improvements and guide them to reach their full potential with empathy
  • Inspire and motivate
  • Maintain a positive work environment and engage the team
  • Be open to feedback and listen
  • Proficient in written and spoken English and Spanish, French and Portuguese would be a plus
  • Our nice-to-haves

  • Ability and experience to lead the team including strong oral and written communication, motivation skills, coaching skills and interviewing skills
  • Ability to use KPIs and measure team performance to improve output and adhere to SLAs
  • Evidence of an interest in a career in people management, insurance or shared services is required
  • Experience in improving operational processes is preferred
  • Flexibility to travel intermittently to our underwriting hubs in Miami, London and Paris
  • Career Progression

    As the MGA business unit continues to grow the team in Lisbon will need to expand to support this. Currently, we are a team of seven Policy Administrators and therefore the Team Leader is still required to be hands on .

    As the team grows the Team Leader will need to develop career pathways for the team and take on more of a supervisory role.

    Diversity and flexible working at Hiscox

    At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success.

    We also understand that working life doesn’t always have to be nine to five’ and we support flexible working wherever we can.

    No promises, but please chat to our resourcing team about the flexibility we could offer for this role.

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