Operations Team Lead, Underwriting Support

It’s an exciting time for Everest! As we continue on our journey, we see significant opportunity ahead of us to expand our reach, build diversity, and enhance our capabilities in critical markets.

Everest is a leading global reinsurance and insurance provider, operating for nearly 50 years through subsidiaries in the Bermuda, Canada, Europe, Singapore, US, and other territories. Our strengths include extensive product and distribution capabilities, a strong balance sheet, and an innovative culture.

At Everest, we are committed to the development of our people. We offer dynamic training & professional development to our employees.

ROLE OVERVIEW

As the Team Leader Operations in Madrid, you will be responsible for managing a team of underwriting assistants at the Everest Business Centre (EBC). Your primary objective is to ensure that client accounts are serviced to the highest standard and within set deadlines. By developing strategies and implementing process improvements using process excellence methodologies, you will drive operational efficiency and foster a culture of continuous improvement within the team. Additionally, you will play a pivotal role in establishing and leading a center of excellence, serving as a central hub for delivering outstanding services and capabilities to countries within the International Insurance blueprint. The focus on best practices, standard operating procedures, and service-level agreements will enable the Operations team to provide exceptional support to both internal stakeholders and clients.

KEY ACCOUNTABILITIES:

• Ensure service efficiency by executing processes in line with offshoring policies, established policies, processes, and governance requirements.

• Maintain clear and regular communication with Brokers, Cover holders, Finance, IT & Data Management, Underwriting teams, and Group Operations management.

• Identify inefficient/ineffective processes and develop recommendations to enhance controls and efficiency. Monitor and measure Operations Service Level Agreements (SLAs) as defined.

• Provide coaching and feedback to team members to enable them to continuously improve their performance and skill sets.

• Handle escalations and provide valuable inputs on processes and systems to team members to resolve complex issues.

• Prepare and analyze management reports related to process performance, ensuring comprehensive process documentation.

• Take ownership of ad hoc day-to-day issues in Operations, devising and implementing effective solutions.

• Undertake any other ad hoc tasks as defined and agreed upon with the Underwriting Operations Manager.

• Collaborate with team members and provide valuable insights on process and system improvements.

CANDIDATE PROFILE

Essential Business Experience

• Experience in a similar Team Lead position within Insurance is essential.

• Proven experience in effectively liaising with underwriters, brokers, and customers, adeptly addressing queries related to payments, commission, or debt.

• Exceptional management of broker expectations, ensuring smooth interactions and strong relationships.

• Documented monthly performance reviews of teams, with the ability to provide executive half-yearly and yearly appraisals/goals based on metrics evaluation while mentoring the team.

Interpersonal Skills & Abilities

• Excellent written and oral communication skills.

• Language Skills: Proficient in both English and Spanish (written and oral).

• Strong ability to positively influence others and collaborate in cross-functional teams.

• Willingness to work collaboratively in a diverse and dynamic environment.

• Highly proficient in Microsoft Office applications.

• Effective planning and time management abilities, ensuring timely completion of all deliverables.

• Leadership qualities to shape a culture where team members can thrive and bring their best selves to work.

We are seeking a dynamic and results-driven Team Leader Operations who can lead with excellence, drive continuous improvement, and contribute to the overall success of our Group Operations Team. If you are passionate about providing exceptional support and possess the essential skills and experience, we invite you to apply and be a part of our forward-thinking team.