About the Role:

As an underwriting operations support technician at LSM you will be part of a team of over 60 people supporting over 190 underwriters across approximately 30 lines of business.

The underwriting operations support technician role within operations at LSM is an administrative role. The primary objective is to support the teams through any work peaks, fill resource gaps and assist in the updating of training material and training of new starters within the teams you are assisting.

Each underwriting operations support technician is multiskilled into various teams and tasks and has exposure to multiple lines of business dependant on where assistance is required and operational priorities.

The ability to effectively communicate with many teams across LSM and prioritise work according to various system close dates, SLAs and KPIs is a fundamental attribute required to fulfil the role.

About Department and Team:

Underwriting Support is a team in the business support division which sits within the wider operations department. As a team we ensure our offshore colleagues are provided all the information required to accurately process premiums onto our policy admin systems within the agreed SLAs. Supporting the underwriting teams in general administration of the policy file, reporting, operational process advice and guidance and other ad-hoc requirements also forms an important part of the role the team plays within the business. We also work very closely with the cash and credit control functions to ensure any issues or queries relating to payments are investigated and actioned accordingly.

Within business support there are 9 key operational functions many of which an underwriting assistant will liaise with regularly.

The functions are:

  • Underwriting Support
  • Offshore Underwriting Support
  • Quality Control
  • Outsourcing
  • Binder Management
  • Internal Broker
  • Cash
  • Credit Control
  • Outwards Reinsurance
  • The operations department also comprises divisions such as MI and analytics, claims operations, facilities, strategic operations and IT. Data timeliness, quality and accuracy are at the heart of our core responsibilities and processes and together we provide effective support services to the whole business enabling LSM to meet its revenue, growth and other strategic goals.

    Key Responsibilities:

    Support:

  • Work with the underwriting support teams to assist in clearing priority work items.
  • Identify and assist with the implementation of standardised solutions/processes across the business, where applicable.
  • Encourage feedback from business areas regularly interacted with and, where applicable, action/learn and share with the wider team.
  • Work with underwriting assistants to learn the basics of their roles and support during new staff transitions and peak periods.
  • Review underwriting assistant training documentation to ensure it is up to date and suggest any changes as necessary.
  • Assist in training new starters to the business as and when required.
  • Highlight any new administrative tasks and implement best practice measures/processes to optimize effectiveness and efficiency of business area(s).
  • Proactively anticipate the needs of and provides support to Underwriters and Underwriting Assistants.
  • Ensure work stacks are handled in a timely manner within SLAs and deadlines.
  • Alignment and adherence to internal regulatory requirements and behaviours.
  • Communication:

  • Inform underwriting support management and underwriting teams of any potential backlogs or build-up of work as required.
  • Keeps underwriting support management and underwriting teams up to date with progress against SLAs and KPIs weekly.
  • Ensure all queries are responded to within 3 days of receipt, if no resolution then advise query originator of the delay.
  • Actively participate in team meetings and 1:1 catch ups with team mangers.
  • Ancillary Tasks & Teamwork:

  • Assist with any audit activities as required.
  • Work with underwriting support management to ensure any training materials either internal or for our offshore processing partners is up to date and contains the correct information.
  • Train members of the offshore processing team, new starters and other support teams as and when required.
  • Work with a continuous improvement mindset and raise any possibilities for improvement to our processes to underwriting support management.
  • Assist and support the team on ad hoc tasks and projects or other duties as reasonably requested.
  • Be an active member of the team meetings, sharing relevant information with colleagues and contributing positively to the team’s objectives
  • Raise salient business issues to the appropriate management level
  • Prioritise work and gives a good level of attention to detail to ensure team quality and timeliness targets are met.
  • Contribute to system and process change activities as directed by Underwriting Support Management.
  • Stakeholder Management:

  • Regularly meet and have open dialogue with internal customers, to ensure:
  • That service levels are being met
  • Feedback is captured and where necessary, acted upon.
  • Data quality issues are identified promptly
  • New administrative tasks can be captured and assessed in good time.
  • Anticipates the needs of and provides support service in a timely manner.
  • Manage the timely response to requests for information related to policy processing.
  • Support other stakeholders and colleagues as required, e.g. Claims Adjusters, Risk Engineers Exposure Management
  • Raise important or critical business issues to the Underwriting Support Management team.
  • Professional Development:

  • Under the guidance of the Underwriting Support Management make measurable progress against the development framework
  • Seeks to further develop an understanding of Underwriting and target business.
  • Maintain documented evidence of progression towards achieving annual appraisal objectives.
     
  • What the Ideal Candidate will have:

  • Personable with the ability to engage stakeholders across multiple business areas.
  • Competent to Advanced levels in MS Office package (MS Excel as a priority).
  • Able to Prioritise work in a changing environment.
  • Competent with systems that form part of your role, for example (but not limited to); Genius/IRIS/UW Platform/Rulebook (preferred).
  • High standard of communication (in all forms).
  • Ability to read and analyse data and take relevant action.
  • Ability to work independently or as part of a team.
  • Self-motivating with the skill level required to meet tight and varying deadlines.
  • Knowledge of the insurance industry (preferred).
  • Proactive with the ability to notice where there are requirements for additional support.
  • About Liberty Specialty Markets (LSM):

    Liberty Specialty Markets is part of Liberty Mutual Insurance Group, a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets.

    Our people are key to our success. That is why “Put People First” is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through:

  • Offering a vibrant and inclusive environment and committing to their career development.
  • Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment.
  • Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals.
  • A supportive culture, which includes promoting a healthy work-life balance and working flexibly.