New York, NY, US


Business Services Team Leader 

About Swiss Re

Swiss Re Corporate Solutions provides risk transfer solutions to large and mid-sized corporations around the world. Its innovative, highly customised products and standard insurance covers help to make businesses more resilient, while its industry-leading claims service provides additional peace of mind. Swiss Re Corporate Solutions serves clients from over 50 offices worldwide and is backed by the financial strength of the Swiss Re Group.


About the Role

The Business Services Team Lead is primarily responsible for delivering accurate, timely service to the Corporate Solutions Property underwriters as well as other services that support the underwriting process for assigned geographic areas / product lines of his/her team.  This is a working manager job, with both leadership and production responsibilities.

Coach and motivate the team to make sure that they fulfill their potential and provide effective underwriting support in line with the guidelines.  Maintain, and monitor a global learning and development framework for assigned staff in collaboration with Business Services, Management, and other functional areas as needed. Conduct training as needed.

Duties and responsibilities directly impact productivity, process efficiency, timeliness, profitability, and accuracy of the underwriting process.  Position may require occasional travel.


About the Team

- Service Delivery
- Manage workload for the assigned underwriting teams, providing triage of work across the Business Services team as needed.
- Acting as key contact for supported region heads regarding quality of work provided and workload monitoring. 
- Monitor that agreed standards of service and quality (SLAs) are met by the team.
- Support the further delegation of work from underwriting teams to Business Services (in cooperation with the team members, the manager and the underwriting units)
- Assist the underwriting teams in addressing external customer questions, concerns and complaints.
- Leadership
- Responsibility for the performance management process for the team:  performance appraisal and compensation recommendations  (with input from the managers of the supported underwriting units)
- Be the primary resource for Underwriting Assistant/Underwriting Analyst questions and direction including assessment of training needs, and participating in the development of and assisting in delivery of training and personnel issues.
- Collaborate/ consult with Group Heads, Managing Directors and other Business Services’ staff to assess training needs for Underwriting Assistants and Underwriting Analysts.  Assist in the development of training materials as needed.
- Monitor training progress of individuals on the team ensuring successful completion including progress reports and corrective action recommendations to Business Services management.
- Lead and collaborate on the development/maintenance of Standard Operating Procedures, system and tool enhancements, and testing/piloting changes to improve and standardize/optimize processes.
- Assume responsibility and actively manage small projects, and participate on projects, as assigned.
- Provide high interaction and coordination with underwriting, near-shore/off-shore, other functional areas including, but not limited to Products, Finance, Claims, and Policy Processing.
- Attend meetings, seminars, and programs to learn about new processes and guidelines, learn new skills, and stay updated with the underwriting team supported.
- Be a Business Expert and liaison for Swiss Re systems including attending Business Expert meetings, participating in User Acceptance Testing, training colleagues on new developments; for systems used by the team
- Assist in determining staffing requirements including interviewing, hiring and training for new hires.
- Occasional travel (20%) may be required to attend meetings, seminars, and programs to learn about new processes and guidelines, learn new skills, and stay updated with the underwriting team supported.
- Performance measurements criteria
- Service delivery KPIs related to timeliness, quality, and productivity for the services delivered to the underwriting teams with expected continued improvement against KPI metrics.
- Demonstration of leadership competencies by evidence of behavior and customer / team feedback.
- Successful completion of assigned projects / management of change


About You

Educational background
- University degree (4 year) or equivalent with a strong business component preferred.
Professional Experience
- Minimum 5 years relevant experience.
- Knowledge and understanding of commercial (property / casualty) insurance principles and practices.  Insurance Institute of America (IIA) or equivalent certifications desirable. 
- Project management experience preferred.
Leadership qualities
- Strong interpersonal skills
- Ability and interest in leading people and processes
- Demonstrated success working collaboratively in a matrix environment
- Proven ability working in globally located team situations, understanding and demonstrating sensitivity toward cultural differences
- Ability to build a team and to retain talent
- Ability and willingness to transfer knowledge and experience to colleagues
- Ability to foster improvements and simplification in systems and processes
- Demonstrate willingness to seek new knowledge and tasks
- Fluent English required, other languages a plus
Technical skills

- Well developed analytical skills and financial acumen
- Highly motivated individual who can think analytically 
- Ability to work independently and proactively
- Excellent organizer, flexible and able to work effectively under tight deadlines
- Ability to establish priorities and to plan, coordinates, and monitor team’s work plan
- Solid proficiency in Microsoft software (Excel, Word, PowerPoint)

Reference Code: 84010 


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