Head of Delegated Services

Description of role purpose

To establish and lead all Delegated Services to cover TOM design and build, Onboarding DA’s, performance management of DA’s. To build out a new service offering, transform existing clients.

Develop and drive growth for this service line, by being the SME to lead and promote Polo Works services in the DA space..

The role will also take oversight responsibility, with the local Operations Managers for teams handling Bordereaux, KYC checks and other services requiring wider group support.

Key Responsibilities

Delegated Authority Services (DAS):

Establish and manage DAS:

With support from group, develop a service offering that covers the three core elements of DA to support Lloyd’s and London Market services to include but not limited to:

• Target operating Models, assessment of current, design of “to be” and plan and execution of transformation.

• Onboarding:

         - Checking, business plan, slip/policies,

         - Establishing, performance metrics, MI, all associated agreements in place.

         - Setting governance and MI frameworks.

• Performance management:

          - Review meetings

          - Set audit scope, frequency, review finding and set remediations.

          - Terminations

• Outsourced services:

           - Bordereaux management

           - Claims handling, in addition to DCA

           - Claims fund

           - Credit Control

All the above can be delivered separately as a menu of choice, service through consultancy insource or outsource.

Identify target clients and design service package appropriate to the scale and depth of their needs.

Develop a go to market plan, proactive management of pipeline.

Oversee and manage the day-to-day, onboarding and subsequent BAU delivery:

• Build a specialist from cross trained internal candidates as well as new hires.
• Ensure the team has capacity to absorb new clients, the mode; is scalable and not constrained.
• Establish all and any performance and management reporting mechanisms.
• Exploit any technologies in support of all deliverables

Develop continual improvements in process, accuracy and efficiency. Continually assess new and alternative digital solutions, market developments and initiatives, to understand the impact to Polo, threats and opportunities.

Ensure all relevant processes and procedure documents are up to date, approved annually by the Board (or Committee as necessary) and meet all regulatory standards.

Undertake a client and market facing role for all PoloWorks.

Providing guidance and support for all relevant staff.

Management Responsibilities:

Polo Works Relationship Manager/point person/advocate for DAS clients.

Thought leadership for service development, marketing articles and social media content

Governance, regulatory and Markets:

• Keep abreast of related external market development,
• Monitor and report on all client SLA/KPI’s, escalating any issues to the PCIS exec as required, promote positive performance through internal comm’s
• Policy, process, and procedure documentation
• Own the budget, know and achieve annualised and long terms budget targets

Business development:

• Coordinate activities with the Heads of Client Engagement, maximise current clients and use existing clients as advocates and references.
• Marketing and business development – positioning in the market, generation of new leads, attendance at relevant industry events etc.

Contracts and financials:

• Pricing (in coordination with Finance)
• Commercial agreements, including internal contracting

Knowledge and Qualifications

Proven team management, experience of delivering services.

Graduate and/or ACII qualified (desirable)

Excellent understanding of DA services, Lloyd’s operations and related underwriting priorities and vocabulary.

Understanding of Lloyd’s Principles for Doing Business

Significant experience in the Lloyd’s market.

Good knowledge of market systems, and what systems are more widely used in the Lloyd’s and London market

Good level of Windows IT skills essential.

Self-motivated and proactive

Excellent written and verbal communication skills with strong interpersonal skills.

Ability to adapt to changing priorities and manage multiple deadlines.

Ability to work collaboratively with others and establish strong relationships both internally and externally.