Job Description

Job Summary

Lead the delivery of a customer focused operational service, delivering within budget of the agreed service proposition and developing the service proposition in order to deliver customer outcomes and shape strategy and policies.

Key Accountabilities

• Deliver service in line with agreed costs, Service Level Agreements (Service Level Agreements (SLAs)) and standards
• Manage supply and demand and oversee lead retained delivery in respect of service and change to the Market Facing Unit (MFU)/Business Unit (Business Unit) in line with agreed costs, Service Level Agreements (Service Level Agreements (SLAs)) and standards, and in so doing, help ensure ongoing success
• Develop, implement and sustain appropriate risk and control frameworks within area of responsibility such that the Business Unit (Business Unit) is continually fit for purpose, compliant and well controlled
• Undertake root cause analysis of complaints, breaches and controls failures, leading to input to and shaping of strategies and policies
• Ensure processes, procedures and people across Business Unit (Business Unit) remain compliant with training and competence and other regulatory rules and internal governance structures
• Lead and implement change programmes as appropriate
• Inspire, motivate, coach and develop direct reports, team leaders and teams to maximise performance and potential

Business Accountabilities

• Drive operations expense management, establish and agree key operational performance targets and financial budgets for work unit in order to optimize business performance in line with set objectives.
• Lead the implementation of complex projects, typically as part of a major change or business improvement initiative involving multi-disciplinary teams and timescales in excess of one year.
• Advise and instruct team members relating to risk and compliance policies relevant to work area to ensure the business is not exposed to undue risk.
• Contribute to organizational change decisions within business areas, directing change activity and engaging internal and external stakeholders and partners to deliver change locally.
• Collaborate in the development and support the execution of the operating model to deliver the business plan against defined metrics (efficiency, effectiveness and customer delivery targets) at business unit level.
• Promote and communicate the operations strategy and proposition, building and maintaining relationships with internal and external stakeholders to collaborate and lead organizational development cross-functionally (e.g. with underwriting/ claims/vendor).

Performance Management Accountabilities

• Demonstrate commitment to corporate values.
• Take accountability for participating in the performance management cycle.
• Take action to improve performance on the job.
• Assist and support co-workers.
• Take action to manage own personal development.

Zurich