Overview

The successful candidate will be responsible for the oversight of the company's existing portfolio of insurance accounts and will report directly to the Head of Department. This role includes managing day-to-day activities, actively supporting the team, monitoring performance, coordinating change requests, and maintaining strategic alignment between the company and various outsourcing partners. The position requires close collaboration with internal functions and external stakeholders to ensure seamless service delivery and operational integrity. This role is classified as a Controlled Function.

Duties

Oversight & Monitoring

• Monitor all outsourced activities, ensuring adherence to Service Level Agreements (SLAs) internally and externally; actively address variances in a timely manner.
• Track and review performance metrics, proactively resolving issues and discussing escalations with relevant counterparts.
• Ensure compliance with contractual obligations related to policy administration activities.
• Oversee complaint handling and ensure final letters are signed off in line with regulatory requirements and internal procedures.
• Manage operational risk reporting from outsourced service providers, working closely with Risk Management.
• Escalate significant matters appropriately to ensure timely resolution.

Governance & Stakeholder Management

• Provide input, coordinate, and facilitate regular governance meetings.
• Act as the primary contact for internal information requests and key outsourcing partners, resolving queries in collaboration with the team.
• Lead the management of operational/regulatory change requests, integrating them effectively into the operating model.
• Prepare reports for the Board Risk Committee and the Board, reviewed by the Head of Department.
• Contribute to regulatory and governance reports within agreed timelines and to a high standard.
• Support the Head of Department with other portfolios and company-wide projects requiring input from Customer Operations.

Relationship Management & Team Leadership

• Maintain strong working relationships with all entities to ensure aligned reporting and governance.
• Travel to other countries as required to support audits and reviews.
• Lead a team of multilingual Oversight Specialists, providing day-to-day guidance and fostering a culture of continuous learning and cross-skilling.
• Ensure team obligations are met in a timely manner.
• Identify and implement efficiencies, improving day-to-day operations through revised business processes, automation, or IT tools.

Skills and Experience

• Native German speaker, fluent in English; additional languages are a plus.
• Over 5 years' senior experience in insurance operations and complaints management.
• Deep knowledge of industry regulations and emerging trends.
• Proven leadership abilities, strategic thinking, and the ability to drive initiatives independently while delivering high-quality results.
• Strong stakeholder management skills.
• Skilled at managing competing priorities and leading change initiatives.
• Excellent organizational, analytical, and multitasking capabilities.
• Proficient in Word, Excel, PowerPoint.
• QFA qualified or willing to obtain relevant qualifications.
• Knowledge of CRS/FATCA reporting is a plus.

At Wallace Myers International Recruitment Agency we specialise in sourcing professionals for key industries and services. See our website for more details.

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