About the role

Senior Manager / Operations Manager – London Market Insurance Operations

Role Overview

We are seeking an experienced professional with strong expertise in London Market Insurance Operations, premium insurance booking, and policy administration. The candidate will be responsible for managing large operational teams, driving process excellence, ensuring compliance with Lloyd’s market standards, and delivering high-quality client service across policy servicing and premium processing functions.

Key Responsibilities

Manage end-to-end London Market insurance operations, including premium booking, policy servicing, endorsements, renewals, and query resolution.
Lead and manage multiple teams handling policy administration and premium processing activities across Lloyd’s and company markets.
Ensure accurate interpretation and processing of MRC slips, policy documents, LPANs, XIS signings, and premium bordereaux.
Drive operational excellence by monitoring productivity, quality, turnaround time, and SLA adherence.
Handle escalations, complex policy queries, and client-specific requirements with effective resolution management.
Collaborate with underwriting, broking, finance, and client servicing teams to ensure seamless transaction processing.
Ensure compliance with internal controls, regulatory standards, Lloyd’s market guidelines, and information security policies.
Conduct regular governance reviews, performance evaluations, and operational reporting with senior stakeholders and clients.
Lead continuous improvement initiatives, automation opportunities, and best practice implementation within operations.
Mentor team leaders and assistant managers by providing coaching, feedback, and performance development support.
Prepare and present operational dashboards, MIS reports, and business updates to leadership and clients.
Drive risk identification, mitigation planning, and root cause analysis for operational issues and escalations.
Support transition activities, process migrations, and new client implementations where required.

Preferred Skills & Knowledge

Strong understanding of Lloyd’s of London Market processes and insurance lifecycle management.
Expertise in premium processing, policy documentation, bordereaux management, and query handling.
Good understanding of XIS systems, LPAN processing, signings, and bureau submissions.
Strong analytical and problem-solving capabilities with attention to detail.
Excellent stakeholder management and client communication skills.
Ability to manage escalations, prioritize workload, and work under tight timelines.
Experience in quality management, audit handling, and operational governance.
Strong coaching, mentoring, and leadership abilities.
Proficiency in MS Office tools and operational reporting.

Technical Skills

Good knowledge of London Market systems and insurance platforms.
Advanced working knowledge of MS Excel, PowerPoint, and reporting tools.
Strong data interpretation and reconciliation skills.
Experience with workflow management and operational dashboards preferred.