Perceptive Underwriting

Head of Service Delivery

PositionHead of Service Delivery


Reporting toDirector, Millstream

Job Summary

Responsible for the provision and effective delivery of all services on Millstream products.
In control of driving forward the strategic developments and enhancements of all areas relating to service provision and the customer experience for claims and customer service. 

Principal Duties/Responsibilities

  • Responsible for service delivery contract negotiation/implementation with capacity providers and service providers.
  • Work with the underwriter and development teams on account development and new business propositions including attendance at client presentations.
  • Deliver a cost effective and customer-centric claims management service.
  • Responsible for ensuring effective, compliant and relevant complaints management.
  • Perform in depth MI analysis and implementation of resulting agreed action plans.
  • Management of the Service Delivery team including all HR responsibilities/coaching and providing oversight and ensuring delivery of the team’s duties.
  • Deliver effective cost management processes for service providers’ fees/costs and claims liability costs.
  • Represent Millstream at industry events and service delivery related committees.
  • Deliver and evidence an innovative and proactive approach to service delivery improvement.
  • Drive and support technology advancement/enhancements.

Required Qualifications, Skills, Knowledge, Experience

  • Excellent working knowledge of travel insurance
  • Highly articulate and confident when dealing with people at all levels – clients, brokers and customers.
  • Excellent customer facing skills
  • Able to organise own time and prioritise workload to tight deadlines whilst still maintaining a high attention to detail.
  • Strong numeric, IT and analytical skills.
  • Self-motivated and able to work effectively both as part of a team and independently. 
  • A good knowledge of Microsoft Office Applications and an interest in web based technology.
  • Experience of managing and developing a team

To apply for this position please Contact: HR Team

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