About the role

Position Name

Sr Manager - Insurance Operations ( Uk )

Organisation Name

Xceedance

Description

Job Description

JD: Sr Manager – Insurance Operations, London Market

Location: Gurgaon
Experience: 12–18 years (London Market / Lloyd’s)

Role Summary

Lead London Market policy servicing operations, client engagement, people leadership, commercial management, and cross‑functional collaboration to achieve organizational goals through digital entablements while contributing to business growth.

Key Responsibilities

Operations & Domain

Own end-to-end policy lifecycle: submissions, bind, endorsements, issuance, renewals, cancellations.
Manage MRC, IMR, XIS/XCS, LORS, LPAN, premium/tax workflows.
Ensure accuracy, contract certainty, and process efficiency.
Drive automation and digital optimisation.

Delivery & Governance

Achieve SLAs/KPIs, quality benchmarks, and cycle‑time improvements.
Conduct RCA, manage risks, and maintain audit readiness.
Run structured governance with internal and client stakeholders.

Client Engagement & NPS

Serve as senior operational partner to London Market clients.
Lead client reviews, escalations, and proactive communication.
Track and improve NPS and client satisfaction through experience‑focused interventions.

Commercial & Resource Management

Support revenue forecasting, margin protection, and scope alignment.
Oversee staffing, capacity planning, utilisation, and productivity.
Ensure optimal resource allocation aligned with delivery and financial goals.

Cross‑Team Collaboration & OKR Achievement

Partner closely with Underwriting, Claims, Credit Control, Technology, Digital/AI, Quality, Finance, and HR to accelerate outcomes.
Coordinate multi‑function initiatives tied to account growth, efficiency, and client transformation.
Contribute to and fulfil organizational OKRs (delivery, financial, digital adoption, capability building).
Ensure alignment across teams to support innovation, scalability, and client value creation.

Leadership & People Development

Team Leadership

Lead multi‑layer teams with strong focus on accountability, ownership, and delivery excellence.

Coaching, Mentoring & Succession

Mentor TLs, AMs, SMEs; strengthen domain, communication, and leadership capabilities.
Build structured succession pipelines and reduce single‑point dependencies.
Promote certifications (CII/LM1–3/ALMI) and continuous domain upskilling.

Engagement

Maintain morale, recognition, transparency, and workload balance.

Skills & Competencies

Domain

Strong Lloyd’s / London Market expertise across P\&C lines.
Proficiency in MRC, IMR, XIS/XCS, LORS, PAS tools.

Functional

Strong analytics, decision‑making, and problem‑solving.
Proficiency in Excel, reporting, and workflows.

Leadership & Communication

Excellent stakeholder and client engagement skills.
Effective escalation handling and ability to influence senior leaders.

Success Measures

SLA, quality, and cycle‑time performance
High NPS / client satisfaction
Revenue stability & efficiency improvements
Cross‑team OKR fulfilment
Strong talent pipeline & delivery resilience

Location

Gurgaon