AVP - Europe Operations - Policy Service

The person in this position is responsible for overseeing of Xceedance’ s insurance teams. This includes creation and implementation of strategic and tactical goals for this team that align with Xceedance’ s strategic goals. It also includes management of the day-to-day transactional work through multiple unit managers and leadership staff members. This position ensures effective communication, timely implementation, and high-quality delivery of contractually obligated service level agreements to our clients, as well as overseeing multiple internal and external projects.

Why you'll love working at Xceedance:

• The people - we're a diverse group of fun-loving people with a range of talents, yet we are all focused on one goal - delivering the best possible service to our clients.
• Our position in the insurance industry - Xceedance supports insurers, reinsurers, and brokers worldwide. We make it possible for our clients to drive operations, implement technology and improve their performance. And what's best about this is that we are at the cutting-edge of the industry, playing a leading role in helping our clients develop.
• Your development - we don't just talk about your development; we have a rigorous set of policies in place to drive your development month after month. Regular training, mentoring, networking. Plus, your own development budget.

Key Objectives and Major Responsibilities:

• Provide management to the Operations teams, including leadership, planning, organizing, staffing, budgeting, and training and development of the department and staff. This management includes long term strategic planning and daily direction as needed for planned and unplanned events.
• Ensure continuous improvement by identifying and implementing quality, efficiency, and workflow changes within Operations.
• Evaluate and develop strategy and implement processes that allow the Operations team to balance an ongoing goal of building “world class customer service” with the short-term need to attain annual profitability goals.
• Report operational proficiency to senior management with respect to meeting goals, SLAs, and resolving issues.
• Represent Operations to all new prospective clients.
• Provide leadership and guidance to the Policy Service team, fostering a culture of collaboration, excellence, and continuous improvement.
• Ensure smooth new client transitions as we ‘onboard’ these clients to Operations.
• Coordinate system user testing and/or coordination of testing within the Operations department.
• Evaluate and implement all changes to the pricing model as required by actuaries/underwriters.
• Strengthen existing client relationships and help set up new business relations.
• Gain knowledge of the end-to-end process of the client.
• Documentation and assisting in transitioning processes from client.
• Proactively communicate with all relevant stakeholders (broker, underwriters, risk manager etc.) to resolve data related issues.
• Understand all products and services that Xceedance provides to its operations customers and clients.

Key Capabilities and Competencies:

• Experience in entrepreneurial companies in the insurance field that have experienced significant growth.
• Planning, scheduling, execution and measuring process training for insurance operations process.
• Project management experience required.
• Knowledge of insurance products and related procedures.
• Relevant leadership experience and ability to engage appropriate staffs.
• Strengthen existing client relationships and help set up new business relations.
• A proven record of exceptional dedication to provide high quality customer-oriented service.
• Drive continuous improvement and innovation to enhance process efficiency.
• Proven experience of working in global teams and delivering business results.
• Ability to use independent judgment and creativity when applied to resolution of operational issues.
• Quick learner, with a high degree of common sense and resourcefulness, ability to motivate staff, and to seamlessly provide prioritization of multiple urgent and ongoing tasks.
• Good communications skills, both orally and in writing, and strong interpersonal skills are essential.
• 10+ years of overall experience with 5 years in insurance operations, underwriting, or project management and client relationship management. This includes working in BPO/SSC environment.

How we'll support you:

• LUXMED medical cover for you with full dental care, oncological preventive program and additional mental health support with helpline & individual sessions with a therapist.
• Flexible work hours (we start between 7:00 and 10:30 am).
• 8-hour work time with a lunch break already included - spend the rest of the day doing what is important to you as intended in the #2h4Family program.
• Additional days off - to celebrate your birthday, moreover, if you want to have covid vaccine or do a volunteering work, feel free to do so with some extra days off.
• Integration events - monthly delicious breakfasts, movie nights, board game nights, outdoor events.
• Lively and modern office in the City Centre with parking space for employees.
• Work in hybrid mode and for those outside Krakow- relocation package.